A Guide To Automated Support – FAQ Manuals vs. CRM Software

by | Jun 25, 2014 | Automate Support, CRM, Customer Support, Troubleshooting

Troubleshoot effectively with automated support.  FAQ manuals or CRM software are both effective means of automated support.

Troubleshoot effectively with automated support. FAQ manuals or CRM software are both effective means of automated support.

Automated support can be constructed in a variety of different ways. Two of the most common forms of automated support are frequently asked question or FAQ manuals and CRM software. Each means of automated support can host positives and negatives for different sets of clients. CRM software and the frequently asked question manual are two examples of resources that will enhance automated support. Here is the skinny on each:

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

CRM Software – Customer relationship management software is an excellent form of automated support to assist customers in a troubleshoot.

Positives – Excellent for providing possible resolutions and can determine causality during the troubleshooting process. Efficient and dynamic.

Negatives – Can lack robust content and sometimes be vague in explicating both causes and effects of the incident. 

Frequently Asked Question Manuals – A guide composed of frequently asked questions concerning warranties and common complaints.

Positives – Excellent at handling common glitches and problems that customers encounter. Circumvents long queues for customer support and easier to decipher than flow charts and decision-tree guides.

Negatives – Can be ineffective when addressing a complaint that is unique and not of the common or typical variety.

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