When a West customer needs help – of the technical kind – Katie Stevens is on the team that moves in with a sense of urgency.
Stevens, a consultant in customer technical service, says the correct diagnosis of the technical problem being reported by a caller is job one.
“It’s our job to figure out if the call actually relates to an issue with the program they’re using or if it’s an issue with their computer, and then help them fix it,” Stevens said.
Stevens says she and her customer technical service colleagues have to relate to the caller’s sense of urgency.
“That urgency does rub off on us. Our customers will let us know, ‘I need to file in 30 minutes,’ or ‘I have to get this in.’ And we’ll do whatever we can to get the issue fixed in that time frame, if not sooner.”
In this video clip, Stevens says she knows her role is important to the workflow of the legal researcher on the other end of the line, and thrives on being an effective problem-solver for Westlaw customers:
For technical support, Westlaw subscribers can call 1-800-WESTLAW (1-800-937-8529), send an email, or go to the West Web site for access to the West Research and Technical Help Center, a database that supplies direct answers to thousands of common technical questions regarding West software and online products, including CD-ROM software (FinPlan, ImmForms Plus, etc.), Westlaw applications (BriefTools, CiteAdvisor, etc.), and other West software and services.
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Company Current | Voices |
