Customer support has gotten even better as years come. Today, we are about to witness the rise of interactive troubleshooting guide, which will let customers be in control of their own issues and problems.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
This guide is actually the knowledgebase collected from various touch points or channels like social CRM and data from customer support. Just like its name – it is a troubleshooting guide allowing customers to diagnose issues and attempt to fix these issues on their own.
At a glance, the troubleshooting guide looks like a branching tree. It starts with a description of the current situation the customers are in and the customers will be taken to a series of steps, questions and answers until a solution has been achieved. It is a form of automated support that reflects – commitment, accuracy, interaction and consistency.
When everything has been tried and yet it failed, this is the time that customers will submit a customer support ticket which will be viewed by a human representative. This means that customer support is the customer’s last resort.
Some people say this is too troublesome while there are those that will appreciate the thought because they can access a useful troubleshooting guide no matter what time or day it is. It saves them from having to talk to live customer reps or wait in line until someone from the company acknowledges them.
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