Our dedicated team of helpdesk service support agents is skilled in meeting the needs of key society and publisher stakeholders using their systems and services. Compuscript provides comprehensive support via email, chat, social media, and phone to address inquiries from authors, reviewers, editors, subscribers, librarians, internal staff, and more. Our team efficiently handles and resolves low to medium-level requests, escalating issues to appropriate client staff when necessary.
We monitor incoming requests for trends and system problems, communicating high-impact issues to senior members. Routine reports are created and run to identify potential problems with products and systems, as well as to monitor escalation timeframes. Our associates possess strong customer service skills and excel in close collaboration with clients during the training process. This approach ensures the successful building and expansion of teams as needed.
The main areas of inquiry include:
- Application workflows, including peer review
- Editorial office practices
- Internal business processes and applications
- Client account management
- Copyright and permission questions
- Documentation and process management
- Periodical subscriptions and book access
