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Arjan Huisman of Elsevier’s Customer Service Focus Project Reports from Amsterdam
Arjan Huisman
Q: How is Elsevier providing support to Scopus users?
A: Since the introduction of Scopus in 2004, Elsevier staff have worked in close cooperation with its users to make this exciting product a success. Besides giving support in the usual ways like providing FAQs, E-Helpdesk and sales managers have been looking for new ways to support researchers using Scopus.
Hence this October is bringing a new option: Live Chat. With Live Chat, Scopus users can access online technical support via a chat style environment (much like MSN messenger). At the time of this writing, we believe we are the first among our competitors to offer this level of live support.
We have been trialing LiveChat with a number of Scopus customers since January 2006, and received some very good feedback. For example, users have told us:
" Wonderful service.” — Israeli end-user, May 2006
"Everything was perfect, I am very satisfied.” — Hungarian end-user, August 2006
"Absolutely wonderful service.” — UK end-user, August 2006
I have used LiveChat myself and have been impressed with how it helped me in finding my way around Scopus. Now LiveChat is being rolled out to Scopus customers globally. LiveChat is being offered via collaboration between Elsevier’s E-Helpdesks in Singapore, Amsterdam and New York, meaning we are offering 24-hour technical support to Scopus users around the world, Monday to Friday!
LiveChat takes our customer response time from hours to just seconds, and helps put Elsevier at the forefront of customer service innovation. If you have questions on the use of Scopus, please click on the LiveChat button located on each page throughout Scopus.
Arjan Huisman is the manager of Elsevier’s Customer Service Focus Project initiative and team. From his position Arjan oversees various projects to improve customer satisfaction. He holds a master’s degree in business administration from Erasmus University Rotterdam in The Netherlands and before joining Elsevier this summer worked as a business consultant for LogicaCMG. From now on each Library Connect Newsletter will feature this column written by Arjan and discussing ways Elsevier is improving customer service for librarians and researchers — indeed for all our customers.
