Basic Mistakes To Avoid When Providing an Interactive Decision Tree

by | Jan 31, 2014 | Automate Support, Customer Self Service, Customer Support, Knowledgebase, Troubleshooting

Your business may already understand the benefits of providing creative customer support through an interactive decision tree, but are you making the same mistakes that many businesses make?

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

Take a look below at the basic mistakes that are commonly found as companies set up a decision tree.

Broken Links

This is one of the most basic aspects of setting up a decision tree. Check the workflow so that no broken links exist, whether it’s to another step in the process or an outside resource.

Confusing Supplementary Multimedia

Adding multimedia to your decision tree is supposed to enhance the customer experience, not take away from it. Make sure that any supplementary materials you supply are understandable and relevant to the troubleshooting process.

Incomplete Decision Tree Branches

The goal of a decision tree is to reach a resolution when troubleshooting an issue, but that is not possible with incomplete branches. Make sure the steps don’t just lead somewhere, they lead to a resolution.

Inability to Connect with a Helpdesk

No matter how impressive your decision tree, customers are still going to have questions that require speaking with a customer service representative. Provide online chat support along the way and make it easy to connect to your helpdesk.

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