Delivering excellent service can sometimes be achieved by automated support, which could also yield positive customer experience. The reason behind this is simple – availability.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Automated support is always available provided that detailed knowledgebase is kept updated. Customers will just access the database through the company’s interactive decision tree that prompts customers to select the items basing on their current issues.
What makes automated support special?
When used with social CRM, it yields even wider knowledgebase. Successful businesses thrive on providing better service because they know this creates loyal client base. Every complaint, issue or problem means information that provides solutions thus widening their knowledgebase even more.
The interactive decision tree lets customers fix their issues before calling live support. When people are given an alternative to calling customer support, chances are they are going to grab this opportunity. Only when their problem escalates that they decide to call you personally.
In other words, automated support allows your tech support staff to find solutions for more complex issues. They don’t have to cater to the needs of several customers with similar issues all over again whenever someone calls live support.
Customer experience is significantly enhanced because the diagnosis and fixing of problems are relatively fast. Also, automated support is accessible 24/7 even after regular office hours.
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