Whenever you are faced with a dilemma regarding customer support, what comes into your mind first? You might be thinking about inadequacies in your call center agents or inconsistencies happening within the entire business system. These are just some of the issues about customer support that can be handled by implementing best practices manual software.
What is this best practices manual software and how it can ensure excellent delivery of customer support?
It gathers information conveniently. Regardless of customer issue or complaint, the software will be able to pull out only relevant information and displays it on-screen. The call center agent will then make sure that he can integrate previously implemented call scripts to the information gathered.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
It allows ‘free-wheeling’ for call center agents. The best practices manual software can easily hone the skill of your agents in relation to the reason stated above. If the call center agent craft his own script as deemed necessary for the task at hand, he will not sound ‘too scripted,’ which is one of the classic reasons why customers don’t like to call customer support.
It reduces the waiting time. Customers want answers and they sometimes demand resolution as fast as you can possibly muster. The software is efficient in reducing the waiting time by increasing the rate of FCR (first call resolution) and AHT (average handle time).
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