Automated support is often viewed as something that eliminates the personal touch between company and client relationships. However, this only happens when other channels have been cut off, as well.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Channels like social media integrated to CRM and even live support itself must still be in place in order to keep the personal touch intact. Nonetheless, the implementation of automated support will boost the company’s productivity primarily because it reduces the support staff’s workload allowing them to focus more on what really matters.
Automated support helps boost the productivity of companies by:
- Freeing agents from petty issues so they can look for solutions to more complex problems. The attention of your tech support staff is not divided into possibly hundreds of customers with almost the same problem.
- Reducing irritated customers from calling tech support. When customers have to wait on the line for a free representative to attend to their needs, this will usually result to irritation the moment a representative gets to them. With automated support, customers don’t have to wait for representatives because the interactive decision tree or knowledgebase is enough as their troubleshooting guide.
Though it cannot be avoided that there are customers that will not follow the specific steps on the interactive decision tree, the number is lessened significantly. This makes automated support an effective addition to your company’s lineup for customer service.
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