StudiesService and Support for Life Science Products In today’s laboratory, having access to the products needed to conduct one’s experiments when they are needed is often the key to maintaining a decisive edge in one’s field. Notwithstanding funding difficulties, this supply chain often runs seamlessly and the data gets churned out. However, when problems do arise, scientists readily turn to customer support and technical support representatives for assistance. In a recent study conducted by The Science Advisory Board of 1,200+ researchers, the following issues related to these types of services were examined: • What are the most important qualities of service and support departments? • How do scientists prefer to order and receive products? • What problems typically occur during the procurement process? • Why do scientists contact customer support and technical service departments? • How do scientists want to receive written instructions or advice on the use of a product? • What important technological features facilitate customer service and technical support? The primary reason scientists contact customer support is to check product availability and pricing. Scientists expect customer service representatives to have immediate access to this information as well as detailed knowledge of the product’s features and specifications. However, the problem most often associated with calls to customer service occurs when a product fails to arrive. On time delivery is the number one concern pertaining to product ordering of scientists. Regardless of the motivation for seeking help, 45% of scientists would be willing to wait two to three minutes on hold when on the telephone before being helped by a customer service representative. Hearing an estimate of how long it will be before their call is answered is the call handling option most preferred by 48% of study respondents when waiting. The customer service characteristics that are most important to scientists are those that assure a timely and personal response to their request. These most valued attributes include: • Fast response and problem resolution • Good listening skills • Competent, courteous personnel • Fast access to a “live” operator When purchasing products, 53% of respondents would most prefer to place their orders directly from a supplier via their Website; however, only 11% report they are currently doing so. “I believe that the low percentage of those surveyed who actually place their orders through the Web indicates that institutional purchasing procedures lag behind the ordering preferences of scientists,” claims Dr. Tamara Zemlo, Director of Scientific & Medical Communications for The Science Advisory Board. The product category that requires the most technical support is biologicals. Products that are prone to manufacturing defects or that are complex to use are obviously the most likely to present researchers with difficulties. Typically, scientists review printed manuals or protocols upon encountering a problem with a product. Most scientists do value a supplier’s online protocols and manuals over their website-based troubleshooting guides. Despite this emphasis on self-reliance, 24% of scientists need technical support to help interpret poorly written or incomplete instructions or protocols. In general, scientists are most satisfied with technical support representatives’ “hands-on” knowledge of the product line, technical qualifications and good listening skills. ### Please click here to read additional insights into customer service and technical support by members of The Science Advisory Board. [ View Current & Future Studies ] [ View Past Studies ] |
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