Self service integrated in customer service can help businesses perform very well, as well as improve customer satisfaction in the telecoms sector. Some notable companies which have used self service optimization with great success is Lenovo; whose laptop support call rates dropped by more than 20% because of integrating self service. And this is not all; problem resolution cycles also drop significantly because of self service.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
If you want to get started with self service, here are a few pointers.
Profile your customers
Knowing your customers is the first secret of success in any business. Businesses which consistently serve customers they know can be more effective in shaping their experience. Use our system to know your customers in order to serve them with the best FAQs- where nearly all their queries can be answered.
Knowledgebase
Knowledgebase is very important in self service because it’s mostly what consumers use to navigate your business. Invest in decision tree drive product guides and product bibles, troubleshooting manuals, software installation guides and the like to solve customer problems without them calling in.
User forums
Using well packaged forums in line with customer care can boost your self service success. Ideally, customers have no real new problem in the IT or telecom industry. A forum with solved answers or with packaged links to your knowledgebase and FAQs can help improve the self service experience and lower call-in rates.
It is our business to ensure that your customers find whatever self service information they need to solve their problems.
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