Most telecom or software company customer’s complaints are things they can handle, or troubleshoot on their own. Yet these companies continue to receive more and more similar complaints from nearly all the customers who call in. With an effective user guide or manual, businesses can solve nearly of their customer difficulties without having them calling in.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
The most effective way to make user guides and manuals customers can interact with ease is making them simple. Use pictures, videos or other kinds of multimedia to assist your customers solve problems. When instructions are accompanies by pictures, you stand a higher chance explaining to a customer a given action than when you use plain text in your user guides.
User guides should also be written in a simple to understand language. Most of your customers might not have a fancy for complex sentences, no matter how hard you try. However, they will appreciate it when all your communications are done in plain English.
Overall, having poorly designed user guides with lumped text will not only hurt your customers, but make it impossible for them to achieve satisfaction. In their place, consider publishing Yonyx user guides made especially for your kind of customers.
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