Taking Customer Service a Step Further at CCC

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Delivering Fast, Efficient (and Award-winning!) Support to RightFind Customers

CCC’s RightFind content workflow solution is used by thousands of companies around the globe to streamline information management operations and build modern, content-centric organizations.

We’ve worked to make RightFind a best-in-class tool, and we work even harder to back it up with world-class service, because high-quality customer support is the key to a comprehensive solution.

Because of our commitment to support, we’ve been told by many customers that our service makes us stand out from the crowd. And in March, CCC received a nod of approval from the experts, when we were named a “Contact Center of the Year” in the 13th annual Stevie Awards for Sales & Customer Service.

Receiving this honor was genuinely humbling for our customer service team. As we reflect on this recognition, here is a look at how we’re taking customer service a step further at CCC:

Personalized Service Via Phone, Chat or Email

When customers have questions or issues arise, our team provides support that’s fast and efficient whenever they need it – via phone, chat or email. We’re available 24 hours a day – Monday through Friday. CCC customers will always chat with a real support person, not a bot. We believe that our people and your people should work together to solve challenges.

A big part of what our customer service team focuses on is providing solutions, which is why CCC has invested heavily in tools that pull customer details based on incoming calls. Instead of having to explain who you are and what problem you are facing, our system gives us the background needed to make sure that every interaction is solutions focused and expedient. In addition, each interaction is unique to that moment in time; there’s no automation or scripts.

Get Help and Get Back to Business — Fast

Every day we strive to provide service that delights our customers and gets them back to the task at hand as quickly as possible. We’re proud of the statistics we’re able to boast: we answer 80% of phone and chat inquiries in 60 seconds or less. Emails are answered within 12 hours.

Our customer service team is 40 members strong; more than half are focused solely on supporting our RightFind users. Because many of our customers work in the life sciences and other highly technical fields, and we often have to walk them through searches that are complex and science-based, our team is well versed in the vernacular and can provide colleague-like support.

How do we keep this up in such a dynamic, fast-moving industry? We do a lot of training.

We’re honored to work with some of the most innovative companies in the world, as well as students, educators, authors and more. Thank you for letting us help you on your content journey. We look forward to continuing to serve your needs.

Thomas Ogier

Author: Thomas Ogier

Thomas Ogier is Director, Client Engagement & Solutions at Copyright Clearance Center. He joined CCC in 2009 bringing more than 25 years of leadership experience in customer service, technical support, process workflow and efficiency management, and technology integration. During that time, Ogier managed Customer Service organizations within Four Seasons Hotels, Scudder Stevens & Clark, Putnam Investments, and TowerGroup.

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