Customer Service and Technical Support for Life Science Products
発行: BioInformatics Inc.
ページ情報: 英文 113 Pages
Customers in any market often contact customer service and technical support departments when issues with products arise. Customers in the life science space are no different and rely on prompt and effective customer service and technical support from life science suppliers.
Good support from life science suppliers is particularly important as customers rely on the quick resolution of problems so that their workflow is only minimally interrupted when a problem arises. Interactions with customer service and technical support are also particularly important as these interactions can influence the likelihood customers will repurchase from a particular supplier or recommend that supplier to a colleague. Even a single bad experience can cause some customers from ever buying from a particular supplier again.
Customer Service: assistance provided after a purchase decision has been made related to order fulfillment, delivery and billing of products (e.g., a non-technical problem)
Technical Support: advice and assistance provided related to the use of a product/instrument and identifying the correct product for a particular application/experiment based on your technical needs
BioInformatics Inc's report measures performance of major life science suppliers across several key metrics of customer service and technical support, ultimately calculating a Supplier Strength Scorecard comparing each. These results are analyzed by age and region identifying differences that permit suppliers to address their unique issues accordingly. Additionally, product categories, types of products, service channels, pre- and post-purchase experiences with customer service and technical support departments are further explored to uncover areas for improvement and competitive opportunities.