With innovations in IT customer support and CRM, technologies exist that greatly improve the customer experience, especially while troubleshooting a problem. It’s important to focus on the most two most important technologies that impact the customer experience.
Social CRM and automated support are the keys to providing creative customer support in 2014 and beyond. There is no doubt that any customer support analyst would strongly suggest investing in these two areas to maximize the benefits to the customer experience.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
1. Social CRM
Take customer support one step further by incorporating social CRM into your customer service strategy. Customers can voice concerns, ask for advice and resolve issues with the community. Social CRM enables the customer experience to expand beyond a knowledgebase or helpdesk FAQ.
2. Automated Support
Customer self-service is a budding trend in 2014 that will only increase as more customers use smart phones and mobile devices to connect with customer service. To equip your customers with the information they need to solve a problem, set up an automated support system.
By outlining a decision tree that naturally follows the troubleshooting process, customers won’t have to call a helpdesk to work through an issue. Providing step-by-step instructions complete with multimedia guides makes the difference in the customer experience.
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