Many companies think that whenever the word “simple” is involved it usually doesn’t mean easy. With automated support, the opposite is true because simple just means as easy a few clicks of the mouse.
Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.
How can you provide exceptional service when automated support is involved? Customer support should be about human interaction, shouldn’t it?
Basically, the components of a good customer support is to make sure that you’re focused on customers. This is where you ask questions pertaining to their current situation and make sure that you listen to their plight. It is hard to focus on customers when there are too many of them waiting in line for you to cater to them. This is what happens in traditional support and this is where the problem begins.
Customers do not want to wait before they are acknowledged. Customer support reps don’t like to repeat what they have to say from one customer to another. The solution would be automated support. Automated support is just the same as the traditional support only it doesn’t rely on a representative. Instead, customers follow a troubleshooting guide where they try to diagnose and fix their own problem.
How can this benefit your company? It offers several benefits such as freeing your agents from trivial matters and allowing customers to be in control of their problem.
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