Why is automated support considered as one of the keys to customer retention and generating loyalty? The reason behind this is simple – convenient access and 24/7 availability.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Automated support helps customers by allowing them to diagnose their own issues. Once they know what the problem is, they can try fix it through the interactive decision tree or knowledgebase that they can access on your website. Imagine having 20 customers calling live support and 80% of them have similar problem. You will be flooded by the same problem without a means of “mass fixing” if automated support is not available.
Convenient access and 24/7 availability are two advantages that automated support can give your company. And at the same time, it gives customers better experience through reliable information that they can use to fix their problems fast. This way, you can generate loyalty and retain these customers.
Automated support gives customers the power to find solutions even way before they call a live customer representative, which some may find bothersome and annoying. The troubleshooting guideline from your knowledgebase or interactive decision tree can help boost out the confidence not only of your representatives but also that of your customers.
Customers would feel they have achieved something by diagnosing and fixing their own problems without “live” help.
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