At High Throughput Biology Inc., we consider customer support as one of the most important aspects of our business. We ourselves have complained about poor documentation, poor training, and poor user support in the past when we were end users. The least we should do as a service provider is to satisfy ourselves in terms of customer support.
Here is how:
We understand in many cases the requirement is evolving so that we will tailor our working style according to client needs.
- We maintain a clear channel of communication with a single point of contact during project execution.
- We listen, we think from client’s point of view, and we work with our clients together to resolve issues to all parties’ satisfaction.
- We archive all issues raised, track the response time, and report to clients monthly the response time.
- We provide clear documentation and training because we understand that a good documentation saves a lot of frustrated phone calls and emails.