How Agent Guided Interaction (AGI) Impacts the Customer Experience?

by | Jan 27, 2014 | Automate Support, Customer Self Service, Customer Support, Troubleshooting

When a customer calls your helpdesk for the purpose of troubleshooting an issue, the quality of their interaction with the agent has a profound impact on the customer experience.

The interaction usually begins with agent introducing himself and asking how he may help the customer. The customer states his problem and the agent takes charge of the situation.

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

Seemingly simple, the interaction however is a complex process with several elements that impact customer experience. A systematic decision tree is a creative customer support tool that plays a vital role in making the interaction a success.

The agent directs the customer through cumulative stages of decision tree, based on customer’s reply at each stage. The process of troubleshooting through creative customer support leads the customer to relevant information and ends with resolution of the issue.

An agent guided interaction offers convenience to the customer. It is the helpdesk agent who takes the lead, and the customer simply has to follow instructions.

A well-trained, cheerful, courteous and helpful agent is sure to enhance customer experience. The agent can address customer by their name, adding a hint of personalization that takes the customer experience to an all new level.

Agent guided interaction offers speedy and concise solutions for the troubleshooting issues faced by the customers, thereby boosting the quality of a customer experience.

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