When customers make a call to customer support department, they expect the following things –
- Real persons on the other end of the line
- Engaging individuals that allow collaboration
- Non-scripted resolution process
- Faster and efficient solutions that work every time
Remember, the bread and butter of a call center company is the customers. It is only right that you engage them in a manner by which they would feel important and valued. So, if you want them to feel valued, you have to consider that their time is precious to them as it is to you.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
A computer interactive handbook is one of the products of technology that can help make the resolution process faster and efficient. This means there will be higher rates on first call resolution and lower chances of having the same customer call you back for the same problem.
Also, the computer interactive handbook helps call center agents to “free-wheel” – meaning to say they don’t have to rely on the previously implemented script because they can relay the information generated by the software to more efficiently this way.
Furthermore, the average handle time or AHT that each call center agent has to spend on each customer is significantly lesser and reduced so that the overall productivity of your company is much higher compared to those that did not implement a computer interactive handbook.
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