How will the customer support groups (Reference Attorneys, Customer Support, Technical Support) handle calls from customers?
All customer support groups have been trained on OnePass and are prepared to help customers make the transition. When customers call 1-800-WESTLAW, the system will prompt them, “Are you calling for OnePass assistance?” When this option is selected, customers are sent through a series of menus that provide step-by-step instructions and answer specific questions about OnePass. Because all agents are trained to handle OnePass questions, there are no menu options that transfer callers to a “OnePass team.” Any of our agents can answer any of your OnePass questions-whether that agent is a Reference Attorney, Customer Support Specialist, or Technical Support Specialist.
