Tell me if you've heard this one before.
A customer is extremely angry that your product/instrument/service didn't work properly and caused the failure of a critical experiment or development project. Your customer then contacted his purchasing leader, who in turn contacted your company to complain why nobody at their institution or anybody on planet Earth should do business with your company again. Ever.
Sure, your organization has a super tech support group, but they can field only so many inquiries in a given day. And how about the complaints that never make to you support team? You know, the complaints that just fester into angry customers who appear in your booth to loudly advertise their gripes.
It doesn't matter that your product or service wasn't the problem. The damage has already been done by somebody who might not have looked at all the possible causes of the failure.
Support for your customers
Wouldn't it be nice if there were a reputable, reliable group of people that could help solve problems that might unfairly be blamed on your company?
As you probably know, groups such as Biocompare, the forums at BioTechniques, and Scientist Solutions do just that.
Now you have the opportunity to help one of them do more to help you.
Since 2004, ScientistSolutions.com has been helping researchers from 163 countries work through their research problems, situations that directly or indirectly involve your products. And their support covers many research areas—40 forums, each moderated by experienced, relevant scientists.
Their work hasn't gone unnoticed. ScientistSolutions.com received a Blue Ribbon (Excellent rating) from Genetic Engineering News and is being studied by the National Science Foundation after being judged as one of the two best sites in the world for scientific collaboration
Ironically, the folks at ScientistSolutions.com have become victims of their own success.
To keep up with the growing number of scientists who visit their website, which they cite as over one million scientists from 163 countries, Scientist Solutions needs to recode their site and increase the number of their problem-solving researchers who moderate the forums.
How you can help
On April 15th, ScientistSolutions.com kicks off a crowd-source-based fundraising program at Indiegogo.com to raise $270,000. You can help by supporting them with a donation or by helping them advertise the Indiegogo campaign. Add a call-out to the Support section of your website, include a link and a brief summary on your next few email blasts, or contact Scientist Solutions for other ideas. They'll be happy to hear from you
A little karma can go a long way.
Alan Gerstein, SAMPS Digital Editorial Director, is a biotech industry veteran who morphed into an interactive content developer experienced at blending the oft-conflicting needs of users, clients, and search engines. Along the way he has developed strategies and information solutions to better support the training and education needs of the life science research community. He also had the good fortune to lead the efforts of nearly two-dozen researchers to create The Molecular Biology Problem Solver.