Customer service is at the heart of everything we do here at Assembly Legal. Our Customer Support team takes pride in helping customers better use Neos, Needles, and Trialworks products to achieve top performance at their law firms. Throughout the pandemic, these team members became a reassuring voice to customers during uncertain times.
We continuously ask our customers to rate their experience with our Support team and we are proud to maintain a 96% customer satisfaction rating. Here are just a few of many of our wonderful support team members who have received countless 5-star ratings. Get to know a little about who is at the other end of the phone and read some quotes from real customers who sing their praises.
It makes Wendy happy to make the lives of others easier. She feels most successful when she builds rapport with customers and can get them laughing. Wendy earned her CompTIA A+ certification and has 10 years of technical support experience. Before joining Assembly, Wendy was a technical support analyst for the Johns Hopkins University Carey Business School. She’s also worked for the Space Telescope Science Institute.
In her spare time, Wendy enjoys gaming and hanging out with her cat, Rika (short for Paprika). She gets joy from solving puzzles and loves the sense of fulfillment she feels when turning a customer’s day around and helping them see technology in a better light. This is what customers say about their experiences with Wendy:
“Best Customer Service I have ever worked with. Very knowledgeable. I have 25 years of experience and very rarely do I get to work with someone of that caliber.”
“Wendy answered all my questions and is a pleasant, patient person with whom to work. Helpful, friendly, very knowledgeable. Worked perfectly. Very polite.”
“Wendy is amazing! She helped me with all my issues and got me back to working in no time. She even called me back to check.”
“Wendy was fantastic! She explained everything thoroughly and answered all of my questions.”
Customer service is a natural fit for Christian, who is a self-described sociable person who enjoys fixing things and helping people. In addition to being an excellent member of our support team, Christian enjoys furthering his education with certifications and programs. He recently completed a cyber security professional bootcamp at the University of Miami.
Outside of work, Christian enjoys gaming, watching movies, and skateboarding. In and out of work, he loves when his positive attitude rubs off on someone else and he can make their day better. Here are a few of his 5-star reviews:
“Watching Christian Martinez problem solving the discrepancy was like watching an artist at work. Well done.”
“The phone was answered quickly and courteously. When I received a call back from Christian, he did a great job of communicating everything that needed to be done on my part. Thank you for your help. Migration was seamless and painless.”
“Great working with Christian; working with Needles continues to be a fantastic experience.”
“Christian is always a huge help. He tests on his side and makes sure it works before implementing it on our live database. Super patient and great to work with.”
Cheery, thorough, friendly, sharp, genius, succinct, and courteous are words our customers have used to describe Rayna. Before joining Assembly, Rayna was a package handler for UPS and due to her excellent work, she was promoted to driver. Rayna is the fourth of five girls born into a military household and the mother of two children. In her spare time, she enjoys spending time with her children, creating new art, and making music.
She feels proudest when she can connect with a customer, helping them to achieve their goals — especially when she can brighten their mood and get them laughing by the end of the call. And it shows over and over again in customer reviews on Rayna:
“Amazing support. Rayna was fantastic and fun to work with!”
“Rayna gave the simplest and easiest support I have had for any call through the Needles support function, to date. Thank you for a fantastic solution!”
“Rayna is sharp and helpful and immediately understands the concerns of the client. Cheery and upbeat — an excellent ambassador for your company!”
“Rayna Kannegiesser was terrific. Succinct and courteous and made the necessary connection so we could get the job done. The over-the-phone impression was one of eagerness to help the client. Much appreciated.”
Our team is proud to have built a culture of employee referrals. The past 14 additions within our Customer Support department have all been referrals, which speaks to the energy of our team and their enthusiasm for working with great customers. You can read more about our award-winning support here.