When we talk about automated support, we automatically think about technology that will receive the support ticket or customer’s call before being redirected to live customer support. We only think about innovation, machine or software applications that make automated support possible.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
However, automated support is not just any ordinary technology. While skeptics would think that it eliminates the human touch, a lot of business leaders who value the time and money of their customers would suggest otherwise. Automated support, one that lets customers access a comprehensive knowledgebase and experience what a decision tree is about, will help speed up the delivery of service.
For instance, twenty people have similar issues all at the same time and all of them would call customer support for assistance. What happens with the company’s representatives? They will be flooded by customers with the same issue and they will provide the same answer or solution. Instead of doing it this way, automated support will filter out customers with really complex problems that customer assistance become inevitable.
This means, you’re freeing your representatives from little issues that customers could fix on their own if they are given enough information through a detailed knowledgebase. The decision tree will help them every step of the way and only when their problems escalate or remained unresolved that they will be turning to live customer support for help.
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