How to Determine Common Problems of the Customer Experience

by | Jan 14, 2014 | Automate Support, Customer Self Service, Customer Support, Troubleshooting

When a customer support analyst begins a decision tree, the first thing to figure out is what problems your customers are likely to experience that lead to an issue requiring customer service. During the brainstorming process of developing creative customer support, you should focus on a few key areas to determine what the common problems are of a customer experience.

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

Glean From Past Experiences

Think back over your previous customer encounters. What were the types of questions that you were routinely asked? As you build a decision tree, you’ll be able to derive much of the information from your past experiences.

Recreate the Customer Experience

Pretend that you are the customer troubleshooting a problem. As you go through the process, consider all of the possible steps where a customer may get confused and options they are likely to try. Explore all avenues to provide a comprehensive guide based on the common ‘symptoms’ that customers are trying to fix.

Analyze Customer Support Metrics

By looking at call data from previous customer inquiries, you can find patterns of common questions and call types. If you utilize social CRM, that is a great place to start. A customer support analyst can quickly tell the likely problems of a customer experience by looking at helpdesk incoming call data.

 

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Improve Customer Service using Decision Trees

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