As customers move through a decision tree while troubleshooting a problem, they may have questions about a particular step or get to the end without a solution. To provide the best customer experience possible, offer to communicate with the customer every step of the way through an online chat available 24/7.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Creating a decision tree as a visual workflow is the first step to ensuring a positive customer experience. While it may solve many problems that customers will face, other unresolved issues will result in many calls to your helpdesk.
Take your decision tree one step further by allowing the customer to click a button at any moment to chat with a live customer service representative. This creative customer support solution reduces the total call volume to a helpdesk and delivers a high quality customer experience.
No matter how carefully you have planned your interactive troubleshooting decision tree, there are situations that require more than the general knowledgebase. Making it easy for your customers to chat with a customer service agent at all hours of the day means high levels of customer satisfaction.
Finally, consider integrating your decision tree with features available via social CRM. By combining methodologies, any issue your customer may have will be resolved immediately.
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