How to Get Started with Interactive Decision Tree Modeling

by | Feb 9, 2014 | Automate Support, Customer Self Service, Customer Support, Knowledgebase, Troubleshooting

The phrase ‘interactive decision tree modeling’ may sound daunting and complex, but it’s the simplest way to provide creative customer support. By automating many troubleshooting issues, a decision tree makes customer self service a reality.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Understand the general structure.

Before you can create a decision tree, you have to understand the different aspects of the creative customer support tool. A customer moves through the visual workflow starting with the actual problem they are experiencing. You will create decision nodes which are the questions the customer answers, and decision branches that dictate what happens next based on the response.

List the ‘symptoms’ customers may experience.

To get started with an interactive decision tree, you must first identify the troubleshooting ‘symptoms’ that likely come with the customer experience. This will be the starting point of your decision tree so be as comprehensive as possible when determining the symptoms.

Consult with a customer support analyst.

If you are having trouble at any point during the process, call upon a customer support analyst to help you through your decision tree. The amount of time and money that you will ultimately save by implementing automated support is well worth the price of an expert.

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Improve Customer Service using Decision Trees

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