There are two commonly tackled problems that emerge in customer service: A customer complaint and a root cause. Using step-by-step call flows can help determine which problem an agent is presented with. A customer complaint can consist of a plethora of issues. A root cause is the source of the complaint, determining which is essential in any troubleshoot.
A step-by-step call flow with a decision-tree driven interface can be a sleuth to determine and deter root causes. Yonyx steps it up with DNA or decision-nature architecture. The nodes act as pieces to the puzzle which are step-by-step call flows.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
There are many methods to identify the root cause or the source of their problem. The process is scientific, beginning with an inquiry, an investigation, discovery and resolution. Yonyx expedites this procedure and makes it more efficient with DNA architecture installed in to step-by-step call flows. Decision nature-architecture takes step-by-step call flows to the next level and helps identify root causes faster. Identifying the root cause is essential because it prepares both customers and representatives for future problems.
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