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
-
John Costello
commented
A great idea, as mentioned in some of the comments below, some questions just need a quick answer but you can be waiting over a week for a response.
-
Gaspar Olmedo
commented
I fully agree but please take in consideration language issues, non english speaking libraries must have somebody to talk to using their own language.
-
Davinder Singh
commented
Great idea. That will really helpful in getting quick answers to some simple questions and getting some urgent support.
-
Peter Jansen
commented
Excellent idea. At present simple questions requiring simple answers can take an inordinately long time.
-
Jonathon
commented
I think this is a great idea. Any communication improvement is welcomed.
-
Rosie
commented
So many basic queries could be addressed and resolved on the spot with a phone call or live chat with an experienced support person! The current model is both time consuming and frustrating. I think the suggested idea would eliminate a majority of the back and forth and misinterpretation that often seems to happen within Sales Force.
-
Helen Jones
commented
Very much support this idea. I have always had an account manager with the two ILS vendors I'm experienced with, plus subscriptions in general. It is a much more efficient model.