While reaching out to Business Law Research customers, product operations lead Andy Duggan found an overwhelming consensus: customers want more personal service and they want access to specialists in business law.

With this in mind, the new Experts On-Call program was developed and launched. The program provides 24/7 customer service from Thomson Reuters research attorneys and specialized help with research in the field of business law from the ‘Experts On-Call’.

“What’s really great is that we’ve expanded the research solutions platform into a service,” says Duggan. “Now our customers can not only access the comprehensive Business Law Research platform, but they can also have an expert alongside them to help with specific questions – and that expert will stay on the phone with them for as long as it takes to get what they need.”

The program launched officially in February of this year, and the team received many positive comments from customers shortly after the launch. One customer reflected:

I really appreciate your efforts and time on this. What really matters is the powerful database you offer and the professional team. That really provides me with the confidence of tackling anything in the future.

Because business law is a unique field of the legal profession, often not covered in law school, many lawyers end up learning on the job. Experts On-Call can provide lawyers with a unique point of support as they are faced with unfamiliar research problems.  The experts are adept with researching corporate organizations, company debt structures, corporate employment and compensation, and many other business-specific fields of law.

For those who may be shy about calling customer service or who love to go all-digital, the Business Law Research library includes pre-set searches for common customer service concerns and recent issues in business law.  Additionally, regular customer newsletters and a webinar series touch on developments in business law and take advantage of the Business Law Research attorneys’ expertise.

Ever wished you had an expert on-call? Share your toughest research experiences below and for more information about Business Law Research and the Experts On-Call program, visit ThomsonReuters.com.

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