It doesn’t matter how strict or flexible your company’s support workflow is as long as you have the troubleshooting booklet software. This software can benefit every agent and customer in the resolution process since it becomes automated.
When the support workflow becomes automated, the resolution process becomes faster thus increasing your chance at attaining a positive customer experience. The agents, on the other hand, can benefit by free-wheeling thus honing their skills, reducing average handle time and becoming more productive in the process.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
These are all the comprehensive capabilities of a troubleshooting booklet software – not to mention all the invisible processes such as the knowledgebase and back-end systems. The agent can access everything on-screen instead of navigating through a series of processes.
The benefits of this troubleshooting booklet software includes:
- Proven decrease in average handle time
- Assist in shared services
- Decreased problem escalation
- Increased first call resolution
The comprehensive capability of this software is attributed mainly to automation. All agents including new ones can handle customer support seamlessly with ease and speed just like seasoned agents do. This will reduce training time and allows new agents to engage with customers directly. You don’t only save time but the cost of training, as well.
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