With so much emphasis on the steps, workflow and multimedia of a decision tree, many businesses fail to take advantage of what happens when a customer reaches the end of the decision tree. Basically, it comes down to whether the issue was resolved or not in terms of what you should offer at the conclusion.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
If the issue is resolved…
Let’s hope that by the end of the decision tree workflow, the customer has been able to resolve the troubleshooting issue. Assuming this is the case, think about what you want to highlight on that final screen before the customer exits your website for creative customer support.
One option is a customer satisfaction survey. You can ask a number of questions about the customer experience that just happened. Doing so will give you valuable insights into how you can improve your decision tree and, in turn, the customer experience.
If the issue is not resolved…
Sometimes a customer is unable to resolve a troubleshooting issue because of a complicating factor such as another product in the chain. If this is the case then you must make it easy for the customer to immediately connect with a helpdesk support agent. You should also consider including an online chat function available throughout the decision tree workflow.
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