Advantages of Providing a Helpdesk Integrated Troubleshooting FAQ

by | Feb 20, 2014 | Automate Support, Customer Self Service, Customer Support, Knowledgebase, Troubleshooting

Automated support is a growing trend in creative customer support because of its many advantages. A helpdesk integrated troubleshooting FAQ in particular provides a number of advantages above and beyond typical automated support.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Customer self service reduces operational costs.

The impact of a helpdesk integrated troubleshooting FAQ on the bottom line stems from the reduction in operational costs. While you still have to maintain a helpdesk, outsourcing sophisticated call center services is no longer required. The number of customer inquiries will drop as a result of automated support, and your support expenses will follow.

Customers can connect immediately to customer service.

Though automated support promotes customer self service, questions still arise during the troubleshooting process. A helpdesk integrated troubleshooting FAQ allows customers to connect to a live customer service representative with a click of a button. Consider whether live chat or phone support is best for your customer support plan.

Multi-channel customer support enhances the customer experience.

The goal of providing exemplary support is to ultimately enhance the customer experience. When you implement a helpdesk integrated troubleshooting FAQ, customers have access to automated support as well as live customer service agents. Combining a variety of customer support channels in one easy to use troubleshooting guide dramatically improves the customer experience.

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