An interactive decision tree automates customer support, allowing customers to resolve many troubleshooting issues on their own. That does not mean, however, that a decision tree eliminates the need for a helpdesk altogether. On the contrary, a decision tree and a helpdesk should go hand in hand to create the optimal customer experience.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Customers Not Savvy With Computers
Though a large majority of your customers would prefer self-service, you cannot forget about those that are not particularly savvy with computers or technology in general. Providing a helpdesk call center creates a positive customer experience for those not interested in automated support.
Confusion That May Arise
Even the most well-designed decision tree comes with its share of confusing steps. If a customer gets hung up on a specific step of the decision tree or wants more answers, a helpdesk provides the creative customer support necessary to resolve the issue.
Uncommon Symptoms
Every once in a while a customer will be handling a problem that lies outside the scope of your decision tree. Having a customer service representative to talk to can be more beneficial than automated support in this case.
Unresolved Troubleshooting Issues
Sometimes a customer reaches the end of the decision tree and the troubleshooting issue remains unresolved. When this happens, customers should be able to connect to a helpdesk or reach your company through social CRM.
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