Automated Support Is The Biggest Customer Experience Trend Of 2014

Recent polls indicate that 75% of customers believe automated support makes the customer experience convenient when troubleshooting or resolving issues. Catering to the preferred customer experience is easy when you set up automated support through an interactive decision tree and social CRM.

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

Here are some more persuasive statistics about the latest trend to hit the customer experience:

  • 91% of customers would use a troubleshooting knowledge base if it were specific to their needs.
  • 40% of customers only call a helpdesk after they are unable to resolve the issue on their own.
  • 67% of customers prefer self-service channels over speaking to a company helpdesk representative.

What the numbers translate to is the need for automated support to meet the expectations of the customer experience. Providing an inbound call center is no longer enough to provide creative customer support.

The good news is that you can achieve automated support by initiating social CRM campaigns and creating an interactive decision tree. Social CRM enables customers to consult the information they need and connect with a customer service representative or a virtual assistant with ease.

Moreover, a decision tree provides customer self-service channels that often do not require any further assistance because of its effectiveness. To offer a better customer experience from the beginning, consider using a decision tree for automated support.

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Develop interactive decision trees for troubleshooting, cold calling scripts, medical appointments, or process automation. Enhance sales performance and customer retention across your call centers. Lower costs with customer self-service.

Interactive Decision Tree