Tags |
|
|
Links |
|
|
Top Articles - How to Keep Customers Happy
How do you create good customer service in your software business?
Providing good customer service is a challenge for every software seller. It is a well known fact that satisfied clients are the best promoters for the software business. Keep in mind that customer support is not just about fixing a
Providing good customer service is a challenge for every software seller. It is a well known fact that satisfied clients are the best promoters for the software business. Keep in mind that customer support is not just about fixing a
According to USFDA, a combination product is one composed of any combination of a drug and device; biological product and device; drug and biological product
problem, but forming a relationship with buyers and creating an opportunity for future sales. In the very dynamic computer software industry, the quality and effectiveness of your software products must be accompanied by good customer service in order to be successful.
Your customers are not software profe
Your customers are not software profe
; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.
Examples of combination products may in
Examples of combination products may in
ssionals, so what might be easy for you, could present difficulties for them. Every software program has a certain level of difficulty, so don't patronize your clients and try to treat them as you would like to be treated if you needed help. And remember that "the client is always right" works for the softw
lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.
re business, too. Try to be as tactful as possible to keep your buyers happy.
Taking good care of your customers is a time consuming job. So specify very clearly on your website, in manuals, packaging, etc. what kind of support you provide. Set realistic expectations and don't make promises you can't keep.
Taking good care of your customers is a time consuming job. So specify very clearly on your website, in manuals, packaging, etc. what kind of support you provide. Set realistic expectations and don't make promises you can't keep.
here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe
Below are presented the most commonly used techniques of customer support in the computer software industry:
- Include a complete Help program in your software
It is the most frequent and convenient way of solving customers' problems. The help program should cover every aspect of the softwa
d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.
Combination pro
Combination pro
re you're selling. You can include a search box which returns relevant results, for keywords customers usually use when they need support. It is the most inexpensive and rapid way of dealing with your clients.
Make it easy for clients to contact you, by phone or e-mail
Telephone assistance
Telephone assistance
ucts have become life saving products for the pharmaceutical companies who doesn’t have many innovative molecules in their product pipeline and have been inc
is particularly useful for users who have no real knowledge of computing, and need to speak to someone who can explain to them step by step what is to be done. Have a set timetable for the help line and publicize it in your software product documentation, website, etc. Always treat your clients with respect
easingly used in the product life cycle management. Even the companies having product patents are trying to extend their product life cycle through the combi
, be polite and offer easy to follow solutions in a plain language.
Pay attention to details:
Pay attention to details:
- the quality of the music the client listens to while holding the line;
- if you use an IVR system (like "Press 1 for technical support" etc.), make sure the menu of your multi option system is e
nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically
asy to follow;
don't allow waiting queues longer than 3 minutes;
have patient and trained specialists respond to the problems clients might encounter.
If you can't offer a solution right away, search for an answer and call your customers back within the time frame you agreed
If you can't offer a solution right away, search for an answer and call your customers back within the time frame you agreed
and physically. They need to rightly judge the benefits of the combination products and they have to even look at the risks involved when combining the produ
with them.
Since almost all software companies have a dedicated e-mail address for offering technical support, clients got accustomed to sending questions using this method. The main advantage of e-mail messages is that you can cut and paste ready made answers and send them to more clients. When it comes t
Since almost all software companies have a dedicated e-mail address for offering technical support, clients got accustomed to sending questions using this method. The main advantage of e-mail messages is that you can cut and paste ready made answers and send them to more clients. When it comes t
ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi
o dealing with customers via e-mail, try to resolve all problems with just one reply and avoid encouraging a correspondence. There are also clients who are not satisfied with a standard answer and might require a customized response.
E-mail messages are easier to handle than phone support, as you do not ha
E-mail messages are easier to handle than phone support, as you do not ha
ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.
Following aspects would a
Following aspects would a
ve to provide an answer in real time and are therefore able to adjust your workflow and eliminate peaks of activity which might need additional resources. Keep in mind though that customers expect an answer to an email in no longer than 24 hours.
Use your website to offer support and update it
dd to the challenges in developing combination products:
Which markets to tap where the combination products can do fairly well?
Which combination prod
Which markets to tap where the combination products can do fairly well?
Which combination prod
requently
Many customers buy software directly from your website, so this is the best means of providing technical support. Place a visible icon right on the home page and give details about other means of customer support you can provide.
Encourage customers to search on your website for FAQs –freque
Many customers buy software directly from your website, so this is the best means of providing technical support. Place a visible icon right on the home page and give details about other means of customer support you can provide.
Encourage customers to search on your website for FAQs –freque
cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin
ntly asked questions, and offer them appropriate answers. Concentrate on creating complete help pages for every product you sell. Remember that it takes less time, both for you and your clients, if the answers they are looking for are visible and handy.
Create a forum
Although regarded as
Although regarded as
tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
What would be the developing cost?
How to tackle the risks encountered during combination product developmen
one of the most efficient methods of offering technical support to clients, forums are not exploited at their full capacity.
Consider creating a forum on your website, or participate in other forums relevant to what you sell. When subscribers post messages on a forum, every other subscriber can see and res
Consider creating a forum on your website, or participate in other forums relevant to what you sell. When subscribers post messages on a forum, every other subscriber can see and res
t?
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
As combination products don't fit into the traditional categories of drugs, medical devices, or biological products, the USFDA is in the process of devel
ond to them. Still you should have a support team to read and reply to the more complicated and complex subjects on your software, when required.
Access is now universal, so your support team will include professionals but also common users of your software, who can offer pertinent advice to fellow users i
Access is now universal, so your support team will include professionals but also common users of your software, who can offer pertinent advice to fellow users i
ping new procedures for reviewing their safety, efficacy and quality.
Professional from academic institutions, pharmaceutical industries, health care indust
Professional from academic institutions, pharmaceutical industries, health care indust
n search of assistance. Educate your customers to participate in forums and share their experiences about your software. This is a great way of getting genuine feedback from your clients.
Pay a visit to important clients
This is not a very common technique as it is time consuming and expen
This is not a very common technique as it is time consuming and expen
y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products
sive. You should consider it only for important and repeat clients – those who bring you high revenues or those who ordered customized versions of your software.
While for a new business it is vital to attract new clients, for mature companies it is more efficient in terms of costs to retain exis
While for a new business it is vital to attract new clients, for mature companies it is more efficient in terms of costs to retain exis
.
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
As there is an increasing trend of the combination products companies manufacturing such products should be able to tackle the problems involved in the de
ing ones. Getting new clients is definitely more expensive than keeping your existing ones satisfied. Remember that just one sale to a customer is not a satisfactory business strategy. Follow up after every sale, because content customers who see that you care, can become more easily regular ones.
Good cus
Good cus
elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.
Companies that provide selfless information through particip
Companies that provide selfless information through particip
tomer service is all about bringing satisfied customers back on your website and make them buy more. The best strategy for keeping your customers happy is to create an individualized relationship with them. Improve customer satisfaction by encouraging a constant contact between your company and your clients
tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products
HTTP = HTML link (for blogs, profiles,phorums):
<a href="http://www.toparticles.org.ua/article/14770/toparticles-How-to-Keep-Customers-Happy.html">How to Keep Customers Happy</a>
BB link (for phorums):
[url=http://www.toparticles.org.ua/article/14770/toparticles-How-to-Keep-Customers-Happy.html]How to Keep Customers Happy[/url]
Related Articles:
IT Support for Small Businesses - How to Build Your Business Without Breaking the Bank
Save Money By Standardising Ink Cartridge Models Use Across The Office
Restaurants Start-Up and Systems Success
Bookmark it:
|