Ex Libris should provide the option to place a call and/or online chat with their support team
We are disappointed with the technical support service provided by Ex Libris. We strongly believe that Ex Libris should provide customers with more effective, prompt and interactive service.
There should be an option to call or chat online in real time with a support person who has a sound understanding of the product in question. This would be in line with all system vendors we have previously dealt with.
We appreciate that there will be some issues that are designated as bugs or enhancements and will require more in depth investigation. However, a direct call/chat option with a properly trained support analyst would quickly and efficiently separate these issues from more general product queries. We are aware that there are many call-logging options used widely by other companies, such as FastCall, TenFold and RingDNA, which can be used to allow customer calls/chats to be registered directly in Salesforce. We believe that Ex Libris should implement this improvement as soon as possible.
Please vote to show your support for this idea and feel free to add comments relating to your experience of this issue.
Anonymous
shared this idea
Staff users who have been assigned chat permissions can now chat with our Support team regarding the following types of Alma and Leganto issues directly from within the Alma management interface:
Simple how-to questions and configurations
Behavior and general inquiries
Known issues
For more information see Alma March release notes:
https://knowledge.exlibrisgroup.com/Alma/Release_Notes/2021/Alma_2021_Release_Notes
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Jerome Apresto
commented
This is nice, when will it come on APAC region?
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We are excited to announce that we are now LIVE with chat support for our Alma customers on the European instances.
Starting today, designated library staff in these institutions will be able to chat with our Tier 1 Support analysts.
Coming very soon – chat support for North America Alma customers.
An FAQ article is available on the Ex Libris Knowledge Center:
https://knowledge.exlibrisgroup.com/Cross_Product/Knowledge_Articles/Online_Chat_Support_for_the_High-Ed_Platform_Products_FAQ -
Kathleen Cobcroft
commented
We have had a few support tickets in for so long that we were no longer sure of the history by the time they came back, and the basic 'how do we do x' tickets take as long as complex queries. One of the most impressive was when we asked Ex Libris to please check how much storage we have for Leganto in February, as someone here had suggested storing lecture recordings in there for covid-affected students stuck in China, and didn't hear back until mid year.
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Lucy
commented
So users can immediately contact someone at Ex Libris for assistance.
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Ron Hastings
commented
Is there any update to this? Since go-live last month our list of questions that could probably have been answered in 2 minutes or less over the phone has grown quite long. Staff simply want to know the quickest way to find an answer.
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Peggy Firman
commented
Sometimes, a question can be easily resolved with a single change of wording. This is best done in an interactive environment.
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Clara Lunndal
commented
This would be very helpful!
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Anonymous
commented
This is great idea. It would also be useful to have a single point of contact/account manager.
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Good Follow
commented
Sounds like a great idea
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Stacey van Groll
commented
If this is introduced, please ensure that it is configurable to be disabled at the institution level, as well as available only by role. I would personally prefer the efforts go towards better documentation and quicker Salesforce case response times.
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Brian
commented
Unacceptable that this hasn't been implemented yet. Let's get it done!
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Anonymous
commented
540 votes supporting this idea - and still no response from Ex Libris. I'd love to hear how they are planning to improve customer service and technical support. It's clearly an issue felt by many.
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Anonymous
commented
They are moving to AI/Chatbot. Great value for the end user.
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Heng Kai Leong
commented
I think the main concern is to have a TRAINED personnel, be it on the phone or virtually. There is no point having someone on the phone who mirrors the less-than-desirable experience that we are currently getting via Salesforce <You know what i mean if you had been thru' Salesforce>. Since Ex-libris would not invest on providing adequate training for staff behind the computers, how would it be possible to do so for a larger pool of people required on the telephone? The company is now relying on DARA to save the day. I bet a DARA chatbot is on their road map.
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Matthew Beals
commented
Does the systems help determine what book stacks ( physical location ) get most usage traffic ?
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Anonymous
commented
Great idea. It would also be very useful to have a dedicated customer account manager or single point of contact who has a more clear understanding of our localised needs.
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Sue
commented
Faster response times would be very much appreciated. Sales Force cases move far too slowly and are often misunderstood and/or lost in translation. Perhaps ExLibris need more staff dedicated to supporting their customers? A direct chat or call option in real time is a great idea - all the other vendors I have worked with have provided this service.
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Anonymous
commented
Ex Libris Salesforce cases are the slowest technical support we use for cases to be meaningfully answered and resolved out of all the other companies we regularly deal with. Very good idea, as long as this doesn't slow down other cases being answered.
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Jim Bowen
commented
Smashing idea.
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Nicky Campbell
commented
Great idea for those really quick questions which take a moment to answer, but you have to wait a week for the call to be addressed.