What are the essential components of customer support? And, how can automated support make things a little different? Customer support needs three things – qualified staff, technology and interaction. A company needs to hire qualified people to manage the tech support department and this will cost you a lot.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
The technology and interaction are two components that you cannot compromise with but a highly qualified staff – you can. How is this even possible? The answer is in automated support.
Automated support is an enriched knowledgebase where customers can follow a comprehensive troubleshooting and interactive guide. The great thing about this type of tech support is – it does not rely on human intervention. The guide contains all possible problems that customers commonly encounter. It starts with a description of the issue and from there it branches into possible answers and solutions.
Since it does not rely on human intervention, you don’t need to hire as many tech support employee as you can to cater the needs of customers with repetitive or trivial problems. This alone can give you a cost-efficient solution for customer support.
Automated support is a great way to free up customer reps from mundane tasks and focus more on problems that have escalated enough to call customer service.
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