Customers call your support desk when they have a complaint (or problem)! Few complaints dominate among the chief reasons for such calls. Typically 80% of customer support calls are due to 20% of all the complaint symptoms customers experience.
A Yonyx Interactive Guide makes it easy for customers to discover the remedy to their complaint by following instructions one guidance step at a time along a pathway determined by the customer’s responses at each step. A Yonyx Interactive Guide is created as a flowchart of guidance steps interconnected via user responses (see below). Each guidance step has multimedia content & a follow-on question.