Some business owners incorrectly believe that there is no such thing as true automated support. With an interactive user manual, however, customers are poised for self service through robust automated support mechanisms and backed by the assistance of a helpdesk.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
The Role of the Decision Tree
An interactive user manual is only as strong as the underlying decision tree that drives the entire customer experience. The real crux of providing automated support is investing in a comprehensive decision tree that leads customers through a visual workflow.
To form the backbone of the interactive user manual, start by listing out all of the troubleshooting issues that a customer might experience. Then follow each of those paths toward possible solutions, providing multimedia and detailed instructions of how to complete each step of the process.
The Diminishing Role of the Helpdesk
Because of the decision tree and interactive user manual, the traditional helpdesk support is no longer as essential for customer support as it once was. Do not make the mistake of completely eliminating your helpdesk because not all customers are savvy enough to follow through with the automated support you’ve laid out for them to use.
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