If you’re a company owner and has personally supervised the customer support department, have you ever had the experience where customer issues are redundant, repetitive and just plain trivial? How do you eliminate this without compromising on customer support? The answer lies on – automated support.
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 process of automated support allows customers to diagnose and fix their own problems through a comprehensive troubleshooting guide. They can access this guide 24/7 so it is an extension of your customer support. In addition, customers don’t have to wait for representatives before they are acknowledged. If their problem is simple, there is a high chance that the interactive guide can resolve the issue.
It is only when the problem has escalated that customers will call customer support after everything else fails. This is the kind of automated support, which your company can take advantage to and be proud of. It is straightforward and does not rely on live representatives.
On the customer support’s perspective, the data collected in automated support platform can be analyzed to ensure that the interactive guide is working well and the resolution rates are high. Otherwise, you can make necessary improvements on which pathway of the interactive tree that doesn’t work.
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