Article Service & Support
We’ve been told we’re innovative and dramatically lower the total cost of ownership (TCO) for customers, but what we’re most proud of is that our customers love us for our commitment to post-sales service and support. Read below to learn a little more about our approach to delighting customers and our award-winning performance.
 |
Developing a blueprint for success
Like in sports, we believe that success is largely pre-determined by the level of effort expanded before the game actually begins. In our world that means investing time with you upfront before launching any Article Galaxy service components at your organization. We’ll map out who the key stakeholders are across both organizations, define goals, agree on service configurations, design an implementation project plan, and then execute that plan according to schedule. |
 |
Letting us do the heavy lifting
From key stakeholder surveys to web demos and internal communications, many customers gladly let us handle the dirty work. And we’re happy to take as much of it as we can. Our goal is to make life easy for our key buyers and client administrators, so you can focus on your other tasks at hand. We’ll allocate the resources needed pre- and post-sales in areas such as account set-up, systems integration, marketing communications, and customer service. |
 |
Increasing satisfaction one user at a time
Our goal is to satisfy users on each and every order and everywhere in between. We’ve established 24-7 operations to support customers around the world, ensuring there is always a friendly voice at the end of any phone line or email message. In addition, we now provide on-demand access to our searchable Get Help knowledgebase of information resources. This system is accompanies by an easy-to-use help request system that auto-assigns tickets for even greater responsiveness, and provides users with threaded conversations for easy conversation reference. |
 |
Providing visibility into end user interactions
In addition to receiving valuable ordering and usage data, Article Galaxy client administrators also have self-service access to customer service details and reports. You receive high-level reports on customer inquiries and resolution performance, as well as the ability to dig into the details should you wish to discover more about your users and their needs. |
 |
Empowering you to vote for your Article Idols
We receive a number of suggestions every day. To help prioritize and provide greater transparency about our development roadmap, we’re testing a new forum for sharing, viewing, and voting on new features and products. Make your opinion heard when you become a customer and help drive what we create next. |
