Automated Support Using Smart Search Capabilities

If your company is using automated support, it is important that you include smart search capabilities in your priority since this allows you to resolve customers’ issue using only the available resources found in your website. CRM information offers a refined information, which will be presented to the support team and ultimately to your customer.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

The integration of CRM contextual data and streamlined understanding of the issues presented can create an appealing up-sell or cross-sell environment.

The most important thing is the: “customer’s intent.” Your ability to empathize with the customer allows you to cluster them according to their intent categories thereby offering them solutions through their searches. With this, you can further define and maintain your customer service experience basing on the intent and business-related processes, which will widen your knowledge and analyze information given. You will then see a continuous and virtually unlimited cycle of improvement.

Regardless whether you maintain automated support or otherwise, the fundamental premise of customer service is achieving mutual understanding between the service provider and the customer. This is crucial all throughout the process of resolving the issues. It means to say that it defines how the issues are solved, creation of knowledge base and measurement of effectiveness of the process.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree