In part two of the series “Different Strokes For Different Folks”, the illustrious multimedia flow chart and the virtual call center are highlighted. Both methods offer awesome pros but also feature some potentially nefarious cons. Both guides are unique and economical yet ergonomic in their own right. With out further adieu, troubleshooting part two:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Multimedia Flow Chart – The second generation of flow charts that incorporate all the senses. Some features of multimedia flow charts are embedded videos, interactive menus, audio instructions and stimulating graphics.
Pros – Intriguing and engaging. Multimedia flow charts have a great rapport with younger audiences who can acclimate to their faculties. Great for auditory and visual learners and can serve a huge population. Multimedia flow charts can be exciting and enjoyable as much as they are informative.
Cons – Can be overwhelming to those are vaguely familiar with technology. Sometimes, multimedia flow charts be too intricate and rich with detail, the true purpose is sometimes lost in the bright lights and brilliant cosmetics. Furthermore, they can sometimes even be too difficult to use and rather distracting.
Virtual Call Center – The traditional method of handling complaints, virtual call-centers are based on peer to peer interaction without face to face conversation.
Pros – Customers can describe problem with great detail to agent. Peer to peer interaction. Virtual call centers can also provide a rewarding customer service experience if the call is handled quickly and efficiently with due courtesy and regard.
Cons – Long queues can develop and sometimes poor exchanges develop between customers and agents.
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