Thursday, August 28, 2008

RefWorks' Customer Service

I am always so impressed with the customer service that RefWorks provides, other than seeming to hide their non-800-phone number. Our former dean, a historian, is working on the history of the college. He has been writing out all of his notes directly into RefWorks for a year now. This morning, suddenly two days worth of work disappeared. Not the entire record, just the notes field. I don't know if it was user or technical error.

Anyway, I called and got transferred to an account rep rather than their tech support, but a techie called me back within 15 minutes, was very knowledgeable, listened well, and gave me his direct number. Then I went down to the former dean's office and he called that number and they talked while I sat back. Users can restore deleted references themselves, if it was deleted within the last 30 days. But this wasn't the whole reference. Everything gets backed up each midnight (Pacific Time), so they were able to restore his notes as they were at 3 a.m. and he only lost a few hours worth of work rather than a few days.

They have excellent people skills for techies, and once again, I am impressed.

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