How Segmentation for Support Improves the Customer Experience

Not all of your customers are the same, and therefore they are not going to encounter all of the same problems during a customer experience. As a result, each group of customers needs creative customer support specifically tailored to their troubleshooting issues.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Segmenting customers by likely problems they will encounter or products purchased allows you to provide the best customer experience. You can more directly handle customer support and provide updates to customers only about things in which they are interested.

As part of providing creative customer support, you probably have a large amount of updates concerning troubleshooting information. Whether you distribute through social CRM, email campaigns or other internet channels, segmentation puts the right information in front of the right customer.

Brainstorm about the best ways to segment your customer base. Don’t be afraid to segment according to more than one variable and to utilize the process for multiple purposes. While segmenting customers to provide superior customer support improves the customer experience, that’s not all there is to segmentation.

You can segment customers for purposes other than customer support, including harnessing social CRM for marketing campaigns. You will increase the customer experience in all facets when you implement segmentation into your customer support campaigns.

For more information about what segmentation can add to the customer experience for your business, consult with a customer support analyst.

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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