Ensuring Quality Service through Interaction despite Automated Support

by | Jul 7, 2013 | Automate Support

Current automated support methods work well for simple & common issues as they ignore some fundamentals of customer service. For instance, customers may be forced to browse through FAQs or click various menus to access information so they can solve their issues on their own, which we now call as “self-service.”

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

This is the reason why advanced automated support methods allow interaction on some levels to ensure quality service and customer satisfaction. This helps customers resolve their issues on their own. The only time they would talk to a representative is when the situation calls for the necessity of one despite the presence of automate channel.

A good approach is to reinforce traditional customer service methods with automated support. The existing infrastructure plus the advanced technology enables the company and customers to interact without having to beat around the bush.

Fact: Customers prefer self service as a means of resolving their support issues – however they are overwhelmed with the amount of information provided in a traditional knowledge base article.

Therefore, customer service applications must be capable of feeding relevant information to customer in bite size chunks that customers can digest easily to resolve their issues.

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