How Automated Support Changes Customer Experience

by | Oct 16, 2013 | Automate Support, Customer Support

As technology continues to advance, the way companies deal with customer support also changes. Things have become automated, which brings us to the resulting customer experience. Because of these changes, companies must keep up in order to stay afloat in a very competitive market. This is where automated support comes in.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

How does automated support change customer experience?

Simplicity: Automated support can change customer experience by the simplicity it provides. It allows customers to access comprehensive database in just a few push of buttons.

Accessibility: Automated support is set up in such a way that customers will be able to access it anytime and anywhere they want as long as Internet connection is available. The 24/7 access is beneficial not only to customers but to companies as well. As customers try to diagnose and fix their own problems, you will also gain information from the selection they made from automated support the next time you check it.

Knowledge: Customers would appreciate the little information included on the decision tree or on visual flowchart that they can understand. This enhances the customer experience significantly because they can acquire knowledge they have not acquired before.

Automated support is not just about technology or replacing the human touch in customer management. It is about infusing knowledge and delivering customer service in a timely manner.

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