You may think your FAQ does the job when a customer is troubleshooting an issue, but look at your recent helpdesk call logs. You’ll find that your FAQ only leaves your customers with unresolved issues that could be solved by creating a decision tree.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
FAQs have no automated support.
Gleaning a webpage for helpful information that may or may not be there does not qualify as automated support. A decision tree, on the other hand, actually automates the troubleshooting process so that customers resolve the issue on their own.
FAQs have no conversational flow.
All of the information, though in question form, is just sitting on a web page for your customer to peruse. It is up to the customer to put the pieces together while troubleshooting. Instead, a decision tree flows more like a helpdesk conversation that makes it easier to follow along.
FAQs have no visual workflow.
Even if you’ve included multimedia in your FAQ, it won’t be creative customer support until you incorporate the visual workflow of a decision tree. An FAQ is not focused on particular problems so the images or videos provided are hard to follow.
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