How Identifying Root Causes Raise CSAT

by | Apr 22, 2014 | Automate Support, Customer Support, Troubleshooting

Yonyx Author Guided Interactive (AGI) Self Service Platform can help increase FCR and identify root causes.

Yonyx Author Guided Interactive (AGI) Self Service Platform can help increase FCR and identify root causes.

Everyday, customers everywhere field thousands of complaints and leave more disillusioned than before they addressed their issue. Failure to identify a root cause can be held most accountable for this disparaging sentiment. Identifying the root cause can be beneficial to businesses, as much as it can be toward customers. Identifying the root cause can raise CSAT or customer satisfaction scores and foster equity between the client and corporation aiding with the troubleshoot.

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

  • Raises First Call Resolution – If you can identify the root cause of a problem on the first call, well then you have just raised your first call resolution rate. Raising a first call resolution rate is always a profitable venture. Customers will begin to instill trust and place faith in the operations of customer support, in the event any adversities were to emerge. Furthermore, first call resolutions help customer service agents build confidence.
  • Increases Value and Equity – When customers purchase a product and something goes wrong, they can become rather cynical. If the product has a trouble and they are able to solve it quickly and effectively, then customers place equity in the product. At the bare minimum, identifying the root cause is always a positive customer service experience. If this can be achieved with promptness, customers may feel they have acquired some value as well. Ultimately, rapport is forged between customer and business.

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Improve Customer Service using Decision Trees

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