Telephone Technical Support
Telephone Technical support is the first point of contact for any instrument and product queries. Aspect Scientific can provide this first line support to your customers, our experienced technical support specialists can be available to answer customer queries ranging from trouble-shooting of instruments, diagnosis of technical problems, assistance with instrument setup or programming, organising Field Service Engineer visits, to enquiries relating to storage of products and pack insert requests.
If your business distributes or manufactures diagnostic products and require a technical support line for offering customer support Aspect Scientific can provide this on your behalf.
At Aspect Scientific Ltd, our staff can be the interface between the end user and your business. We pride ourselves on our telephone support as this is the first contact for a wider service. Our highly experienced ex Biomedical Scientists within our technical support team are there to take customer calls, ensuring we understand customer’s needs. The team will instantly aid the troubleshooting process, triage the instrument issue, provide answers to the customers query or coordinate further support activities.
We log all queries and complaints on our award winning CRM system for tracking and traceability and can provide reports showing various Service Level Agreements and Key Point Indicators.
For certain diagnostic instruments we have measured that 65% of cases logged are resolved over the telephone in conjunction with the customer, which means no on-site visit by a Field Service Engineer. This equates to a shorter instrument downtime and a more informed end user.
We can offer this telephone technical support as a 24/7 resource, if your customers operate out of normal hours then so can we, ensuring constant availability of support. This is particularly beneficial for customers running weekend clinics and shift patterns in routine laboratories.
If you are interested in having our team take some of the heat off your sales and marketing staff, we can take care of your first line technical support on your behalf through developing a tailor made solution to fit yours and your customer’s needs.
Please download our Aspect Scientific Third Party Service Flyer below for more information on our range of technical services.