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Building an Eikon for customer service

Tom Frossell

16 Sep 2015

The Thomson Reuters logo is seen on the company building in Times Square, New York October 29, 2013. Thomson Reuters Corp said on Tuesday that net sales in its financial business turned positive for the first time since 2011 and announced 3,000 job cuts aimed at streamlining the global news and information company. REUTERS/Carlo Allegri (UNITED STATES - Tags: BUSINESS)
REUTERS/Carlo Allegri

Thomson Reuters was awarded the prestigious Salesforce Service Award at the Dreamforce event in San Francisco on September 15, 2015. Dreamforce, hosted by Salesforce,  is one of the largest technology events in world hosting more than 150,000 participants from over 90 countries.

Institutions large and small from every industry are realizing that customer service is no longer something to be taken lightly.  Particularly in the retail space, power has moved into the hands of the consumer with review websites and social media empowering people to say exactly what they think about a product or service.

A Salesforce sign is seen as attendees make their way through Moscone Center during the company's annual Dreamforce event, in San Francisco, REUTERS/Robert Galbraith
REUTERS/Robert Galbraith. A Salesforce sign is seen as attendees make their way through Moscone Center during the company’s annual Dreamforce event, in San Francisco,

Higher expectations

With customer service increasingly a focus in the retail world, people are coming to expect high levels in the world of work as well. The financial industry is a case in point – and a particular challenge.

It’s a complex world – industry participants are highly skilled in areas as diverse as commodities, structured finance, foreign exchange and countless more, and their technical knowhow is high.  They expect a lot from the tools they use to do their job – and they expect a customer service experience to match.

Evolving for and with our customers

At Thomson Reuters, we’ve evolved Eikon into the industry’s most powerful and intuitive solution for consuming and analyzing data and connecting with the financial community.

Eikon commodity charts screenshot

We realized, though, that we also needed to evolve our customer service organization to match – not just for Eikon users, but for all the clients of our Financial & Risk business.  And we’ve recently been highlighted for just that.

Our customer service team has been recognized with an award for most improved focus on customers, beating competition from industry leaders around the world.

Live Chat

By focusing on both empowering internal users and improving the external customer experience, we’ve seen a huge increase in performance.

The new, fully integrated Live Chat solution in Eikon alone allows the service team to provide a consistent and superior experience to customers whatever their industry or location, delighting customers with improved access and faster resolution times.

Customer service is critical

Industry analysts, too, realize that helpdesk support is a critical part of why a financial professional chooses the technology they use every day – almost as important as the added value the technology gives them.

Here also, we’ve recently been recognized for the changes we’ve made, with Thomson Reuters cited as the “perfect example” of a firm understanding the importance placed by its users on customer service, and adapting accordingly.

Try Thomson Reuters Eikon, and see what our customer service team can do for you.


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