Customer Service

Customer service has been a core value of EBSCO’s since the company was founded over 70 years ago. With the rapidly-evolving needs of our customers today, that directive is more important than ever.

Ask Our Customers

Customer surveys consistently rank EBSCO as having a customer satisfaction rating of well over 90%. In addition, in a study by Library Journal* asking librarians to list vendors that provide outstanding service, EBSCO was overwhelmingly named most often (almost 3 to 1 over the next most mentioned vendor).

Here at EBSCO, we continue to place the needs of our customers at the forefront of our product development, implementation and support strategies. We recognize that we can succeed as a company only if our customers are successful in satisfying the needs of their end users. To this end, we continue to invest heavily in resources that are designed to help our customers succeed:

  • Dedicated user research department that works directly with customers to aid in the development of new resources according to end-user needs (i.e. fact-based product development)
  • Product implementation specialists that help customers roll out new resources to their users
  • Industry-leading customer support/satisfaction team available 24/7
  • Live support provided by native speakers in over 25 languages
  • Multiple communication channels (phone, web, email) allowing customers to connect with us in their preferred manner
  • Hundreds of team members with MLS or MLIS degrees

  • EBSCO Named Nearly 3 to 1 Over the Next Vendor

    “Customer service is one of EBSCO’s core values and has been since the company was founded 75 years ago. As a leader in the technology and information industries, EBSCO continues to invest in supporting our customers with highly skilled resources, including MLS and MLIS librarians, and highly technical support personnel. While we have been recognized in the past for the high level of customer service that we offer, it is satisfying to see these results from an independent source as part of this survey.”

    Mike Drake, Senior Vice President of Customer Satisfaction

    *Conducted for a third party in fall 2013. Responses were open-ended and based on 80 respondents, primarily academic librarians.

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