In a previous post, we looked at the growing trend of customer self-support, in which your customers use a wide variety of online tools to seek assistance for common support issues. Another growing trend in customer service is multi-channel support. This means customers can access your support system from a variety of devices, such as a laptop, smart phone or tablet. There are many benefits to providing this level of support, and in this post we’ll take a look at a few of them.
First, given the proliferation of mobile computing devices such as the aforementioned smart phones and tablets, it makes sense to push a support system onto them, as it provides a level of convenience to them. For example, a product may break down and need support, but a customer is nowhere near a PC, because they may be traveling. If you have a support platform optimized for smart phones, then the customer can use that channel to seek support. A key factor that many companies overlook when creating mobile-based support systems is actually optimizing them for mobile devices. Instead, many just port over their PC based system. By taking advantage of mobile-device features, such as geo-location, you can customize the service that you provide, allowing you to achieve a better degree of service.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
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