Linda is your customer,
1. She needed help a simple issue with her television. She searched your knowledgebase & found tens of articles professing to help with her issue.
2. She spends a few minutes skimming through a few search snippets.
3. She clicked on a snippet to open a comprehensive article.
4. Overwhelmed with the if-then-else statements in the article, she picked up the phone to call customer care.
5. Now she is wasting more of her precious time – waiting to speak with a representative.
How Does Yonyx Help?
Improved Customer Satisfaction (CSAT)
More customers get their issues resolved quickly & correctly. This helps you meet or exceed customer expectations!
Improved Average Handle Time (AHT)
Agents don’t spend time searching for articles in a knowledgebase, hopping through sections of articles or even writing call summary notes. This helps improve Average Handle Time (AHT) – resulting in further cost reduction.
Improved First Call Resolution (FCR)
More L1 Agents are able to resolve issues without the need to escalate them to L2. This leads to reduced costs.
Reduced Training Costs
Agents need to simply be trained to pick a guide for each call driver & traverse through along a customer specific pathway. Shadowing Agents is no longer required!