Other than the concept of CRM, customer support in the form of Frequently Asked Questions (FAQs), knowledge bases, outsourced call centers and IVR Systems is sometimes hard to consider as part of the customer support system. Commerce and customer service have existed even before the idea of globalization hit the industry and the introduction of the Internet.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
We all know that the traditional interaction in customer service involves communication (dialogue for most parts) between the customer service rep and the customer. The purpose of this dialogue is to determine the root cause for customer issue & help resolve the same. The key things to bear in mind during this interaction are open communication, understanding and empathy so that customer service becomes successful and effective.
Currently, there is an increasing pressure on the cost that real-time customer service entails as well as its time-saving capacity and productivity issues. This resulted in the development of “enhanced technologies” that are deemed important to ensure customer satisfaction through various interaction channels. But the problem still lies: Does it improve overall customer perception on the resolution aspect of the service? Automated support can significantly improve customer experience throughout channels because then the company’s representatives can now focus on more pressing matters.
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