+353-1-416-8900REST OF WORLD
+44-20-3973-8888REST OF WORLD
1-917-300-0470EAST COAST U.S
1-800-526-8630U.S. (TOLL FREE)

PRINTER FRIENDLY

Customer Service and Technical Support for Life Science Products

  • ID: 4845565
  • Report
  • Region: Global
  • 113 Pages
  • BioInformatics, LLC
1 of 4

FEATURED COMPANIES

  • Abcam
  • Beckman Coulter
  • Corning Life Sciences
  • MilliporeSigma/Merck
  • QIAGEN
  • Thermo Fisher Scientific
  • MORE

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

This report measures the 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.

The major objectives of this report are to:

  • Understand the importance of customer service and technical support in purchase decisions and recommending a life science supplier
  • Determine the relative usage and preference for different service/support channels, and the preferred channel usage order when a problem arises
  • Identify the most and least important qualities of a customer service department in the decision to repurchase from a life science supplier
  • Identify the most and least important qualities of a technical support department in the decision to purchase a product/instrument that may require technical assistance from a life science supplier
  • Identify attributes of “good” customer service and technical support, and where there is an opportunity for improvement
  • Benchmark satisfaction with customer service and technical support departments of key life science suppliers
  • Explore the researcher’s most recent service/support experience to understand how service is sought after and problems are resolved
  • Understand the usage of public/social media channels to receive and comment on customer service and technical support
Note: Product cover images may vary from those shown
2 of 4

FEATURED COMPANIES

  • Abcam
  • Beckman Coulter
  • Corning Life Sciences
  • MilliporeSigma/Merck
  • QIAGEN
  • Thermo Fisher Scientific
  • MORE

Introduction

  • Executive Summary
  • Scope & Definitions
  • Methodology

Overall Experience With Customer Service And Technical Support

  • Frequency of Customer Service Related by Problems by Age and Region
  • Frequency of Technical Support Related by Problems by Age and Region
  • Importance of Quality in Decision to Purchase
  • Importance of Quality in Decision to Recommend

Exploration Of Customer Service Experiences

  • Products that most often require customer service
    • By Market Segment
    • By Region
  • Reported Non-Technical Problems
  • Customer Service Channels Used to Address Problems
  • Channels Contacted First, Second, and Third
  • Customers Who Have Contacted the Customer Service Department in the Last 6 Months
  • Preferred Rank Order of Interaction with a Life Science Supplier for a Non-Technical Problem
  • Customer Service Attribute Importance
  • Top Qualities of Customer Service
  • Customer Service Satisfaction

Further Understanding Of Customer Service Based On Customers’ Most Recent Experience

  • Most Recent Customer Service Related Problems
  • Suppliers Associated with Most Recent Customer Service Problems
  • Channels Used to Resolve Problems
  • Satisfaction of Resolution of Problem
  • Customer Service Supplier Strength Scorecard

Exploration Of Technical Support Experiences

  • Types of Products that Require Technical Support
  • Channels Used to Address Technical Problems
  • Channels Contacted First, Second, and Third
  • Customers Who Have Contacted the Technical Support Department in the Last 6 Months
  • Preferred Rank Order of Interaction with a Life Science Supplier for a Technical Problem
  • Technical Support Attribute Importance
  • Top Qualities of Technical Support
  • Technical Support Satisfaction

Further Understanding Of Technical Support Based On Customers’ Most Recent Experience

  • Most Recent Technical Support Related Problems
  • Suppliers Associated with Most Recent Technical Support Problems
  • Channels Used to Resolve Problems
  • Satisfaction of Resolution of Problem
  • Technical Support Supplier Strength Scorecard

Future Trends In Customer Service And Technical Support

  • Likelihood to Refrain from Purchasing Products Based on a Bad Experience
  • Use of Social Media Platforms
  • Awareness of Newer Support Tools
  • Perception of Usefulness
  • Interest of New Methods of Communication

Methodology and Demographics

About Us

Note: Product cover images may vary from those shown
3 of 4

Loading
LOADING...

4 of 4
  • Abcam
  • Agilent Technologies
  • ATCC
  • BD Biosciences
  • Beckman Coulter
  • Bio-Rad Laboratories
  • Bio-Techne (R&D Systems, Novus Biologicals, Protein Simple)
  • Bruker
  • Cell Signaling Technology
  • Corning Life Sciences
  • Eppendorf
  • GE Healthcare Life Sciences
  • IDT (Integrated DNA Technologies)
  • Illumina
  • Leica
  • MilliporeSigma/Merck
  • New England Biolabs
  • PerkinElmer
  • Promega
  • QIAGEN
  • Roche Molecular Systems
  • SCIEX
  • Tecan
  • Thermo Fisher Scientific
  • VWR
  • Waters
  • Zeiss
Note: Product cover images may vary from those shown
Adroll
adroll