The Good, The Bad and The Ugly: Poor Customer Service (Part 3)

by | Apr 13, 2014 | Automate Support, Customer Self Service, Troubleshooting

Disorganized customer services will leave your customers with questions about your  business' integrity as well as its products.

Disorganized customer service is ugly! These nefarious practices will leave your customers with questions about your business’ integrity as well as its products.

Multiple forms of customer service have been highlighted in previous articles. This mini-series will now reach it’s climactic conclusion. However the resolution is not a symphonic coda, it is a composition of discord. An overview of the most chaotic form of poor customer service, that is sure to alienate any customer who cross paths with it. A help-desk style troubleshooting guide is the most efficient weapon you can use in slaying this mighty beast. This dastardly foe is none other than a disorganized protocol towards customer service.

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

 So what exactly is a disorganized customer service protocol? How does it manifest? What are the consequences of these procedural malfunctions? Let’s paint a picture. We spoke about long queues in “The Good, The Bad and The Ugly Part II” and how they torment your most valued consumers. Typically, this is a direct result of a disorganized customer service protocol. This is a “tag your it” style of response. Essentially, you call one customer service line and you are passed down the line from rep to rep until you crash land in the correct department or branch, a significant elapsed time later. This can be easily averted by taking this exact concept and applying it toward a database in which an IT virtual guide can provide resolutions with the click of a mouse, as opposed to a prompted response from a representative. This will save time and energy and thus the customer will be exponentially happier.

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Improve Customer Service using Decision Trees

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