In an era where instant messaging and social media network are changing business perspective, enhancing the customer experience has become a challenge. Social CRM, automated support and customer self-service have become the turning point in doing business.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
What makes automated support special in the eyes of customers and businesses alike? Automation allows customers to be self-reliant and be in control of their problems or issues. You can offer various means of keeping in touch with customers but they would always want to stay in control. Did you know that only about 20% of online users contact customer support? Most of the users today prefer to do their own research and diagnose their problems or provide solutions without necessarily talking to representatives.
Except in cases where their problem is related to specific product or services, customers tend to be self-reliant. There are other channels where customers can give their feedback such as in social CRM. With deep customer engagement promoted in social CRM, you will get to know more about the preferences and needs of customers so you can implement it on automated support thereby improving customer experience.
Also, automated support is limitless when it comes to interaction. If social CRM allows dynamic customer interaction, automated support allows you to cater to more than a few customers in a single time. A limitless number of people can access information that will help them fix their own problem.
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