Interactive Troubleshooting FAQ | Increasing First Call Resolution

There is no business without experiencing customer complaints and when you’re running a call center you are expected to resolve issues constantly. It is, therefore, essential that the first call resolution is increased. In fact, the first call resolution is one of the indicators that tell whether customer service is poor or high quality.

First call resolution with interactive troubleshooting FAQ
First call resolution with interactive troubleshooting FAQ

If your call center agents can resolve issues and concerns the first time the customer calls, this means that the rapport they have established are over the top. In addition, the confidence of your agents will reflect on the level of trust that the customers give.

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

This is the reason an interactive troubleshooting FAQ is extremely useful instead of browsing through a lot of articles in your comprehensive knowledgebase. The software is able to pull out necessary information and places them all on-screen depending on customer situation.

How can an interactive troubleshooting FAQ help in running your business?

Allow your agents to build rapport with your customers efficiently. The interactive troubleshooting FAQ allows your agents to make sure that providing working solutions is done on first call. This means the information they must obtain from the knowledgebase can effectively troubleshoot, isolate and ultimately eliminate the concern.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree