From: Gina Persichini [
Sent: Friday, September 04, 2009 10:40 AM
To:
Subject: [libidaho] FW: Contacting OCLC Product Support and Training
If you use an OCLC product or service (Cataloging, ILL, ContentDM, NetLibrary, WorldCat, ILLiad, etc.) and need to contact OCLC for assistance with the product, billing or for other service needs, the contact information has changed.
Please use 800-848-5800 for support by phone at for support by email. More information in the message from OCLC forwarded below.
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From: OCLC Customer Support [mailto:
Sent: Thursday, September 03, 2009 2:05 PM
To: Gina Persichini
Subject: Contacting OCLC Product Support and Training
· View as Web page
Thursday, September 3, 2009
Contacting OCLC Product Support and Training
As a current user of OCLC Customer Support, I would like to introduce you to a recent change to the phone system we use to automatically direct your calls to the appropriate Support Analyst.
With a focus on reducing the number of phone numbers you might use to contact OCLC for various support functions, as of July 1, 2009, we have expanded the support options available through the toll-free Support number (1-800-848-5800). Now, members will use this number for all OCLC product support, as well as questions related to billing and invoicing, training and membership services. To support these additional functions, the initial routing menu was changed and expanded.
To help outline both the changes made as well as to further introduce the various support options available when calling 1-800-848-5800, we have developed a guide:
Make the call – Guide to Contacting OCLC Product Support and Training
I hope you will find this guide useful in both understanding the services and support available to you, as well as providing detail on how to efficiently navigate the menu options if you are seeking technical support. Page 11 of the Guide illustrates the most efficient way to reach the various technical support options; please note that when navigating the new menu options you can “fast path” through any option once a menu recording begins.
If you and your colleagues would like to order additional printed copies of this free guide, please visit OCLC’s Online Service Center.
We appreciate your patronage of OCLC Customer Support and hope you enjoy the convenience of these additional support options now available through 1-800-848-5800. Please feel free to provide your feedback on these changes to your Support Analyst upon your next call to OCLC.
Jim Grace, Director
OCLC Customer Support Services
614-761-5358