Customers would tend to call customer support for any reason – inquiries, troubleshooting and resolving issues. This does not mean your company has failed in delivering high quality customer service. There is nothing perfect in this world and you should stop thinking you’re giving them flawless service or product. Automated support becomes a weapon that you should take advantage of.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
What you should think about is how to minimize petty little issues from getting into the nerves into your technical support staff. Technology has offered a way to do this, which is called automated support.
Automated support is a form of knowledgebase where customers can access comprehensive data contained within an interactive decision tree. This allows customers to select items that describes the current problem they are in. The interactive decision tree will show them articles, images and even videos that will try to fix whatever issues they have. Once this is set up in your company, it frees up your support staff from little things that the customers can fix on their own.
Should there be further problems, this will be the time that customers will submit a support ticket or call live support for assistance from real persons. This means that their problem has not been resolved and they’d rely on you for solution. However, this opens up an opportunity for you to improve the decision tree – add up items that best describe the situation or know whether the customers really did the instructions by reviewing what they did through the decision tree.
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