A decision tree is a self-service platform that can be accessed from computers, tablets and cell phones. It contains cumulative steps of interactions that help a customer troubleshoot an issue.
An interactive decision tree is a creative customer support tool that lets customers resolve routine issues on their own. A decision tree makes an efficient troubleshooting guide and here’s how to get started.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
1. Data Repository – The first step towards creating an interactive decision tree is to construct a data repository that holds information about every choice, process and outcome. A data repository serves as a base for determining the flow of information to the users.
2. Decision Nodes – Begin by identifying all the possible problems customers might experience. The designers try to solve each problem by describing it and relating it to information available in the data repository or over the internet.
3. Decision Branches – Every item of the decision node yields a different outcome. As decision nodes are added, outcomes nodes are automatically generated through decision branches. Continue with decision tree branches until the customer issue is resolved.
4. Technical & Creative Enhancements – Once the framework is ready, you can add tags, descriptions, external links, videos and images for an enhanced customer experience and visual workflow.
Remember that developing a decision tree is an ongoing process.
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