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What constitutes good customer service? Is it always being there for your customers? Is it the speed with which you respond to them? Is it making sure your customers can get their questions answered quickly and in any number of ways? To put it simply, the answer is yes. These aren't the on

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

ly aspects of a good customer service strategy, but they are definitely important ones. In the technological age, even the way we serve our customers has changed. People want information at their fingertips. They want answers to their questions fast. It is a time of instant gratification a

; or drug, device, and biological product and fixed dose combination would include two or more combinations of drug.

Examples of combination products may in

nd everybody wants to get their information in a different way. Some people want to speak to a real person, others enjoy their anonymity and self sufficiency, while others still want just a little reassurance and assistance. There are a number of ways small and home based businesses can en

lude drug-coated devices, drugs packaged with delivery devices in medical kits, and drugs and devices packaged separately but intended to be used together.

ure that they are giving their customers the same, if not better, customer service than their bigger competitors.

Clickable Customer Service
The internet seems like an obvious place to start. Most people, when looking for information, are now looking online first.

here is enormous increase in the number of combination products entering the market in the recent years. Combination products have proven advantages but fixe

It is important that you have a presence on the web. But you can't just stop there. Having a website up is just the start. Now you have to ask yourself, "What is it that people are going to be looking for when they come to my site?" This question needs to be applied to people that are alre

d dose combinations are still in the process of convincing regulatory authority on their advantages over the single ingredient formulations.

Combination pro

ady customers, as well as people that you hope will become customers because great customer service starts well before the person decides to do business with you. Once you have that question answered, you need to make sure that whatever information they are going to seek can be found in a

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

umber of ways. A good to place to start is a comprehensive Frequently Asked Questions section. This database of questions and answers should be an ongoing project and not a stagnant list that is never revisited. Make sure you are updating and adding to your FAQ's on a regular basis. Anothe

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

r online customer service tool is a live chat program. This allows your customers to chat with you or representatives in real time instead of sending an email and waiting for a response. This is a great tool for those quick questions and for those people that just need a little confirmatio

nation products and maximize the revenues. But the companies involved in this practice are overlooking that they are burdening the patients both economically

n. These two customer service solutions coupled with a comprehensive and easy to navigate web site take care of about half to two-thirds of people that have come to look for information. But believe it or not, there are still people out there that want to pick up the phone and call you.

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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

trong>Reaching Out To Touch Someone
I know it may seem strange to some, but there are people out there that would still like to speak to an actual person when they have questions or problems. Too many companies are trying get away from the one on one personal contact and tha

ts. Some of the combination products were well accepted by physicians while others suffered. Companies involved in development of combination products are fi

t is a grave mistake. By relying too heavily on automated information, you can easily frustrate and alienate your customers. As I said before, a lot of people are going to look for you first online. Once they find you however, there are going to be some that want to make sure there is some

ding difficulty in defining their combination products and facing various challenges from selecting a combination to marketing it.

Following aspects would a

one behind the text and graphics as well as want to speak to a real person to get their questions answered. For small and home based businesses a good solution is a virtual pbx system. A virtual pbx is an automated phone system that has all the same functionalities of the phone systems tha

dd to the challenges in developing combination products:

Which markets to tap where the combination products can do fairly well?
Which combination prod

Fortune 500 companies use, without the large bulky equipment and for the fraction of the cost. Two of the features that are going to help with your customer service needs are the automated attendant and the call forwarding. The automated attendant is going to serve two purposes. It is goi

cts are meaningful and rational?
Which therapeutic categories to select?
Which Combinations can address unmet needs of the patients?
Do combin

ng to project a professional image to your caller and it is going to direct your caller to the information they need quickly.

For example: "Thank you for calling ABC Company. Press 1 for sales, 2 for technical support or 3 for billing. If you know the extension of the party you are trying

tions increase the patient compliance?
What would be the developing cost?
How to tackle the risks encountered during combination product developmen

to reach, you may enter it at any time." For those businesses that do not have enough employees to have created such departments, no worries. Virtual pbx systems are flexible and you can actually have all the calls directed to the same place regardless of what the caller presses. However,

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

your caller is still given the impression of a larger and more established business. Secondly, virtual pbx systems are also flexible in the way that they forward your calls to you. With a virtual pbx, you can forward calls anywhere you wish - home phone, cell phone, business phone - and th

ping new procedures for reviewing their safety, efficacy and quality.

Professional from academic institutions, pharmaceutical industries, health care indust

en change it anytime you wish as well. You can also program in more than one number so that if the call goes to the first number on the list and is not picked up, the system will try the next number. This allows you to make sure your customers can always reach a live person. If for some re

y and representatives from various regulatory agencies are working out to design the regulatory requirements for manufacture and sale of combination products

ason you are not able to take the call, a virtual pbx will usually have a missed call notification system in place such as an email, page or call letting you know that you missed a call and have a voicemail waiting. Nothing impresses customers more than having someone answer when they call

.

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

or someone getting back to them in a timely matter if they do have to leave a message.

In this age of instant gratification, you need to make sure your customers can get the information they need, when they need it and how they want to get it. That is just a basic part of good customer se

elopment. They need to be wiser in analyzing the market trends and the regulatory requirements.

Companies that provide selfless information through particip

rvice today. It is always a good idea to revisit your customer service practices and see how you rate. Ask yourself the questions. Can my customers get the information they want easily, quickly and in different ways? If not, it may be time to adjust your customer service strategy and tools

tion in industry events and feedback to regulatory authorities would be able to face the challenges and will be successful in developing combination products

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Designing a quality management system that fulfills the requirements of ISO 9000 is not a difficult task. Many ISO 9000 services help businesses build up systems that obey the requirements of the ISO 9000 series of international standards.

Like any business, a home business needs to be nurtured in order for it to be successful. You can't just sit back and hope that it is going to take care of itself, and that the single action of having a website and submitting it to search engines to allow potential customers to find it is going to do the trick.

How to use Company Web Sites in your job search. An under utilized resource that may be the key to finding your next job.

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