Here are a couple of things all our clients should know about our Support team members.
We’re here to help you! Serials Solutions support is made up of over two dozen individuals who are dedicated to assist with any and all questions you may have regarding our entire suite of products and services.
We know our stuff! Each member of the Serials Solutions support team focuses on a different array of products and services based on interests, skills, and business need. Many of our support staff have MLIS degrees and come from a variety of professional librarian experiences, lending us insight on how to improve the processes used by libraries. We have 22 librarians just within the Global Client Services & Support department here at Serials Solutions, so we know where you’re coming from! Additionally, we advocate strongly for client requests by working with developers and Product Managers to make sure your concerns are heard. Our understanding of how clients use our products day-to-day is vital to the development of our new and exciting products, such as Intota, and we ensure that your needs are taken care of first.
We’re always around! In addition to the staff we have here at our home base of Seattle, and across the United States, we also have Support staff internationally, able to assist you anytime you need help using Serials Solutions. Telephone support (via 1-866-SERIALS) is available 24 hours per day, five days per week, from Sunday evenings at 11:00 p.m. GMT through Saturday morning at 2:00 a.m. GMT. Additionally, Serials Solutions employs support personnel in 8 countries around the world who speak and read Chinese, Japanese, Korean, Spanish, French, Italian, Portuguese, German, Russian, Dutch, Vietnamese, Turkish, (and Arabic, coming soon) as a conscious effort to assist clients of all needs on a global level.
We’re more than just support! Our support team is also highly integrated with your initial implementation, training, and Support Center documentation for the most comprehensive support experience. We work with your institution from the very beginning and make note of all your requests, customizations, and library settings which allows us to provide superior service.
…And there’s more! We’re excited to develop this series to answer any questions you may have for us as your Support team here at Serials Solutions. For any questions or comments, please send it here: firstname.lastname@example.org.