How Significant is a User Handbook Software for You?

For a business to remain afloat in a competitive world, it must be able to adapt to rapidly changing environments. One of these environments is technology and implementing a user handbook software would bring your business more benefit than you can imagine.

Significance of user handbook software
Significance of user handbook software

So, how significant is a user handbook software would be for a call center business?

Interactive and Dynamic Customer Engagement

The user handbook software allows call center agents to be interactive and dynamic in customer engagement. This is because they don’t have to stick strictly to the script implemented by the company. Remember, customers want to talk to real persons and not to script-based conversations.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

With the software, it automatically gives the agents to craft their own script so that they can have “real” conversations with customers for faster resolution process.

Faster and Correct Resolution of Problems

With the software, there is reduction of average handle time (AHT) and increased rates in first call resolution (FCR). When this happens, even the customer satisfaction scores would significantly increase, as well.

By AHT, we mean the time that call center agents will spend on each customer that they handle. This means that your agents are able to deal with customers in a faster and more efficient manner.

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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