There are trends that people follow and put to good use. A good example is automated support, which is now a rising trend in a tech-savvy world.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
When viewed in companies perspective, automated support frees them from petty little issues from customers. There are times when several customers have similar issues, which can be solved simultaneously if they are given a way to diagnose and fix their problem. Just imagine all of these customers calling live support all at the same time. Your tech support department will waste time trying to cater to the same problem over and over again.
With automated support, the customers will choose the kind of problem they have and basing on their selection a number of items will appear, which will answer or provide a simple solution. The solutions are presented through images, articles or videos. These solutions are an attempt to provide information to customers basing on the current problem or issue they have.
When implemented properly, automated support will allow companies to focus on improving quality of service and products as well as dealing with issues that have escalated in order to give customers what they actually need. When escalated problems are solved, it would mean added information on the company’s knowledgebase.
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