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Ensuring the best possible experience for our customers is a core value. We continuously evaluate how we serve you and look for ways to provide you with a greater level of support.

Many of you have asked us to unify our service and support experience.  Based on this feedback, on February 24, 2014, we will launch a new support center where you can access documentation, answers, and FAQ’s across most ProQuest product lines.

What the launch of a unified ProQuest Support Center means to you:

  •  A comprehensive knowledge base. Organized for you to quickly access documentation, answers, and FAQ’s across all ProQuest products and services, facilitating a solutions-oriented approach to help you drive usage in your library.
  • Your choice of how to contact us. For those times you can’t find what you’re looking for, you can chat with a Technical Support rep, Submit a Case, or call us.
  • Fast response to your inquiries. To serve you more quickly and efficiently, all ProQuest customer-facing teams will be using the same cloud-based tool, enabling faster answers to your questions.

Support for 360 Services, Intota, KnowledgeWorks, Summon, and Ulrich’s

For those of you who subscribe to 360 Services, Intota, KnowledgeWorks, Summon, and Ulrich’s your support will be moved from its existing Support Center to a new password authenticated portal within the new ProQuest Support Center. With the exception of Live Chat, you’ll have access to all the same benefits noted above. In addition you can submit and manage technical support cases across all ProQuest products and services – you’ll always know the status. To learn more about the transition, read this article in your existing Support Center (log-in required).

We won’t stop here.  We will continue to introduce enhancements and add functionality to the ProQuest Support Center. Subscribe to this blog or follow us on Twitter for the latest developments.

20 Feb 2014 | Posted by Shannon Janeczek

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