How Automation Can Either Help or Hurt the Customer Experience

Automating certain aspects of the customer experience can lead to an enhanced experience that results in customer retention and loyalty. However, automation reaches a point when it can actually hurt the customer experience by removing the personal touch from the interaction with your company.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Automated Support Enhances the Customer Experience

When it comes to creative customer support, automation greatly improves the customer experience by creating the opportunity for customer self service. Using automated support tools such as interactive decision tree modeling, you can help customers deal with troubleshooting issues on their own.

In this way, automation is helpful for the customer experience as it allows the customer to resolve any issues on their own without having to consult with a helpdesk.

Too Much Automation Leads to Lack of Personal Touch

Not all automation is appreciated by customers because sometimes the feeling of connecting with your company is completely lost through automation. An optimal customer experience meets the customers need in the shortest timeframe possible while providing exemplary customer service.

If you are careful in the automation that you implement, you can avoid taking anything away from the customer experience and instead earn loyal customers. Providing a live agent for the customer to connect with at any point during automated support is a great way to blend automation and the personal touch.

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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