The virtual help desk and the decision-tree guide are the two most typical ways to attack any troubleshoot. Both are forms of interactive customer service and automated support, as a result these two interfaces host a slew of capabilities and distinct functions and features. Both the help desk and decision-tree have positives and negatives, here is how:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Help Desk – A form of software that is based on customer self-service and automated support. Customers sift through the help desk manual to resolve their own conflicts without any outside assistance.
Positives – Educates customers and makes them independent. Smarter clients more initiated with knowledge base.
Negatives – No peer to peer interaction, lower average handle times and resolution rates.
Decision-Tree Guides – An algorithm that contains nodes filled with robust data and comprehensive information. A Yonyx decision-tree guide comes equipped with decision-nature architecture and map view for non-linear information.
Positives – Highly efficient and filled with information that is always prevalent, relevant, precise and concise.
Negatives – Can be confusing and hard to navigate at times.
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