The Handbook For Creating a Decision Tree Driven Customer Experience

by | Feb 19, 2014 | Automate Support

Every business wishes they had a decision tree driven customer experience handbook to streamline customer service processes. We’ve compiled the five steps that would be included in any decision tree driven customer experience handbook and is the crux of creative customer support.

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

1. Determine common problems of the customer experience.

Before you begin any decision tree, you must outline the likely issues that arise to cause the customer to troubleshoot in the first place.

2. Establish logical relationships to create branches of possible solutions.

Provide possible solutions to every step of the troubleshooting process that flows in a logical order until the particular issue is resolved.

3. Clarify points and processes with multimedia. 

Customers do not always understand written text filled with technical jargon. To make the troubleshooting process much easier, the decision tree driven customer experience handbook advises highlighting specific points and steps with supplementary multimedia.

4. Link to supplementary information where helpful. 

Not all of the information in your decision tree has to come from your company. Do some research on the internet to find resources that may be of help to your customers and provide outbound links where appropriate.

5. Add the option to connect to a helpdesk.

The key focus of the decision tree driven customer experience handbook is delivering quality customer support. In order to improve resolution rates, provide the option for customers to connect with a helpdesk representative.

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