Friday, 26 January 2007

Technical support for the Lexis Nexis Global Platform

Should LNB provide technical support for the Global Platform after 5.30pm, of course? do they?not currently. The reasons being that after 5.30pm the Customer Service function closes and all calls are transferred to the U.S. Unfortunately the U.S doesn't have any experience of the Global Platform as they use a totally different product.

As users of the service who often need to complete research after 5.30 I think it is imperative that if necessary we can pick up the phone and talk to someone who knows (1) Where to find information and (2) Let us know If there are any problems with the system.

Certainly something for LNB to look into.


mw said...

It would be nice if LNB gave any thought to customer service (beyond sales) whatsoever.

Kate said...

It will be interesting to see whether the latest changes in personnel make any real difference.

The only awareness on the part of LNB that I have seen is that they dropped the 'sales pitch' from the recent Electronic User Group meeting.