Volume 8, Number 6 June 2000
'Round-the-clock, 'round-the-globe customer support: Are vendors ready?
by Denise G. Rabogliatti and Marsha L. Fulton
Presents a guide to customer support vendors. Explains that five
vendors were surveyed regarding their ability to support companies
facing global 24x7 operations. Includes four tables comparing the
five vendors on customer support service channels, locations of
support organizations, language capabilities, and availability.
Concludes that Bell & Howell Information and Learning delivers
specific support services in many languages worldwide, but
availability is limited; Dialog provides 24x7 support, in many
languages, via the Web, but phone support is limited; Factiva is
building a 24x7 infrastructure; The Gale Group offers robust 24x7
service and language coverage, but billing and account information
is limited; and LEXIS-NEXIS offers 24x7 international operations
with a variety of services and languages, but regional office access
Includes four tables.
Internet & Personal Computing Abstracts
© 2000 Information Today, Inc.