Statistics and analytics could give you an idea how receptive customers are about your brand or company. But while it offers nice, easy to read numbers and data to analyze, it still doesn’t give you the clear picture of achieving a positive customer experience.
For instance, you measure good customer experience after each transaction by the number of support ticket you receive. Just because you don’t receive any customer support calls or support tickets, doesn’t mean that your customers are satisfied and happy.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
In a similar way, positive customer experiences cannot be achieved simply by the time you spent on each customer. The content and quality of solutions you provide to the customer do also matter.
In other words, it will take time – years, probably – and money as investment to establish brand loyalty. But one bad customer experience can undo everything you’ve worked hard for.
It is not surprising that companies focus on customer support in order to achieve positive experiences. It is more than just statistics or hitting the least analytic measurements. By providing other means of support such as an interactive decision tree and automated support, you allow your representatives to increase the quality of their service.
Naturally, you answer more problems and queries by limiting the time you spend on each customer. However, you’re only providing basic level of experience. And basic – is hardly the best.
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