Tune in to this episode to learn more about the world of customer care in the genomics industry.
1️⃣ Diverse Customer Base: Guillaume's team supports a wide range of customers, including large companies and academic laboratories. They provide customer care for those purchasing the G4 sequencing platform, which is a high-value investment, making their support crucial for the success of their clients.
2️⃣ Omni-Channel Support: Singular Genomics utilizes multiple communication channels, including live chat, email, and voice calls, to cater to different customer needs. While phone calls remain popular for urgent issues, email is the preferred choice for inquiries and requests. Guillaume is also exploring ways to increase live chat usage for greater accessibility.
3️⃣ Salesforce CRM: The company relies on Salesforce's CRM platform to streamline their customer care operations. With Salesforce's service cloud, their support team benefits from a unified view of customer data, enabling them to provide more personalized and efficient support. Additionally, Salesforce allows for seamless integration with other tools used in servicing and field support.
🔗 Listen to the full episode on Caffeinated to gain more insights into the fascinating world of customer success in the genomics industry. Whether you're a CX leader or simply interested in the intersection of science and customer care, this episode is a must-listen!
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