Today, companies are always looking for ways that they can improve their quality of service as well as customer experience. It basically starts with customer support. Providing customers a comprehensive knowledgebase that they can access 24/7 is one of the ways you can achieve this goal.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Apart from being accessible 24/7, a knowledgebase helps customers diagnose their issues and try to fix their own problems before they submit a support ticket or call live customer support. This way, they will not waste time waiting for the availability of customer representatives to answer their questions or help them with the troubleshooting.
A lot of times customers don’t like the idea of talking to a live person. This opened the opportunity for comprehensive knowledgebase like the interactive decision tree to be integrated in the company’s support system.
Skeptics would think that this form of automated support will reduce the “personal touch” of customer support. Contrary to this, customers would appreciate it more if they are given the highest level of service once they contact live representatives after they have done everything they could fixing their own problem. This is another method of collaboration, which a comprehensive knowledgebase can provide. Once customers submit a support ticket, companies already know their problems remained unresolved so they are more focused on providing solutions to more complex problems rather than waste time dealing with simple or petty issues.
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