Customer service returns to usual high standard
Ingenta's customer service staff have received much praise in the past for the quality of service they provide to library administrators and end users, but the team had a tough start to 2005 with a backlog of emails after a number of subscription-related problems with gracing. The team has worked extremely hard to deal with the backlog, and we have added two additional email support staff who have been dealing mainly with subscription-related access queries and with content problems on the site. The team overall has made significant progress, and we are pleased to report that, going into the new academic year, the backlog has been completely eliminated. Our current turnaround time for customer service queries is back down to 12-24 hours. We will be posting renewals advice and information in our next issue of eyetoeye to help prevent similar problems occurring in the future.