Automated Support, a Way to Improve Customer Experience

None of us want to wait – our precious time remains our valued possession that we are not likely to feel appreciated when we are asked to wait. However, companies can turn tables around by providing automated support to customers, which will significantly improve customer experience.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

What does automated support do?

Access of information 24/7: Customers can now gain access to useful knowledgebase anytime – even after office hours. When customers are having issues, it is important for them to know that they can try fix their issues on their own without the help of customer support. When their problems are fixed, this greatly improves their customer experience rather than waiting for the next representative to cater to their needs. If their problems escalate, this is the only time that they will submit a support ticket. You can then review their complaint and find solutions to it or access what they did in the decision tree.

Automated support gives you time: Companies have various things to focus at but the most important of all is customers. How are you going to deliver excellent customer support if you don’t know how to solve problems? When customers access your knowledgebase and their problems get resolved, you know you are doing something right. But when a large number of customers’ problems are not fixed, you know you’re doing something wrong. Automated support gives you the time to realize the mistakes and what mistakes they are.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree