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Elsevier’s global reach means that one of its customers somewhere in the world will always be awake. The company ‘woke up’ to this fact and introduced a 24/7 Editor Support service. “Editors can contact us via chat, phone and email,” says Adrian Tedford, Manager of Editorial Production Customer Support. “For editors who want a more personalized service, they can also opt to speak to one specific agent. This dedicated support has been so successful, in fact, that some editors and agents exchange Christmas gifts and cards each year.”
Customer satisfaction levels for Editor Support hover around the 90 percent mark, and since a 
more robust self-help tool was introduced in May, 2008, the number of unique visitors to the self-help site has increased five-fold. At the same time, queries relating to article tracking information, guidance for authors and assistance with the review process has decreased. “EES queries, in particular, have reduced by 20 percent in the last six months, as more and more customers use the self-help tool to find their own solutions,” says Tedford. “And like Editor Support, it is available at any time of day or night.” Editor Support also offers EES trainings and refresher courses.
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