November 29, 2018

Empathy + Reproducibility: Inera’s Support Philosophy

At Inera, we take customer support seriously, and we’re proud of the personalized, responsive support we provide to our customers!

How do we do it?

Members of the Inera Support Team are Edifix and eXtyles experts, well versed in the ins and outs of our software tools and the customers who use them. Beyond that, we’re a varied bunch, from backgrounds including literature, botany, programming, editing (in a variety of disciplines), journal and book production, desktop publishing, microbiology, cultural studies, and project management. All team members share a dedication to Inera’s support philosophy: to approach every support query with empathy and contextualize each issue to provide the best solutions.

Because the majority of the team has worked in some area of publishing, we understand that our customers have a variety of needs and use a variety of workflows. Our goal is to support our customers in their workflows and meet users where they are!

A few auxiliary members of our Support team: Betsy, Poppy, Madeline, Kenzie, and Weddenz

Help us help you!

In general, it’s always a good idea to supply more information rather than less:

✅ Reference 24 in Edifix job WC-Smith-Pelly-2018 was processed as a journal article, but it’s actually a book chapter. ❌ Reference processing worked incorrectly on my most recent Edifix job.

✅ The .docx exported from Edifix job TML-Dermott-2017 (attached) contains errors in references 8, 27, and 159 that did not appear in the Edifix output. ❌ My most recent Edifix job didn’t export correctly.

In addition to empathy and flexibility, a key part of our customer support is reproducing the issue submitted in each query. To determine what’s causing the problem you experienced, we will often need to re-run your Edifix job in the same conditions.

To help us reproduce your issue and get you a quick solution, please include all information that might be relevant when you submit your query! If your issue affects exported Edifix results, please attach the file.

How, When, and Where to Find Us

Our Support team is available Monday through Friday, from 9:00am to 5:00pm Eastern Time. Need help outside those hours? You can submit a support query at any time using our support portal, and our searchable FAQ library is available 24/7 at this link!

Is There Anything Support Can’t Do?

Our Support team is friendly, available, and almost always able to help you resolve whatever issues you’re having with Edifix!

But there are some issues we can’t help with. Here’s why:

  • We can’t resolve issues that are caused by your browser or other software rather than by Edifix. In such cases, we will do our best to point you in the right direction, but you will likely need to resolve the problem internally.
  • We can’t resolve issues that are caused by the permissions settings on your PC or by other factors in your IT environment.
  • We can’t process your reference lists ourselves and return it to you to use in production.

We’re On Your Side!

Inera’s software development has always been customer-driven. For both our developers and our support team, the main focus is on helping you reach your publishing goals—and we work closely with each other, as well as with you, to help you get there.


special thanks to (clockwise from top left) Betsy, Eagle-Eyed Support Hen; Poppy, Senior Support Feline; Madeline & Kenzie, Helpful Support Puppers; and Weddenz, Trainee Support Kitten


Link: http://www.edifix.com/blog/blog/Inera-Support-Philosophy.html