The role of the IT department in customer self service

by | Jul 16, 2013 | Automate Support, CRM, Customer Self Service

The IT department plays a crucial role in customer self service. It has an almost, sole responsibility of building self-service platforms, materials and guides to help users-customers.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

For this department to be efficient in the provision of a creative customer service agenda, they have to:

  1. Respond and provide business data, and information on a timely basis. They literally have to scale the needs of the organization, and those of the customers, employees and suppliers, who are the end users. This is in addition to accommodating new functionalities and technologies.
  2. Determine and manage backups for what is provided on the client self-help platforms. This may also include providing some information to client and employees, and hiding some of course.
  3. Provide a real log of accurate information to their user base.
  4. Manage all the customer self service portal functions-at a low cost.

Because most businesses have limited IT capacity, Yonyx provides a solution to help them create, organize and serve online self service information to customers in a way that is completely seamless, and user friendly.

[button_box header=”” buttontext=”Sign Up for 30-day Free Trial” link=””][/button_box]


Improve Customer Service using Decision Trees

Related Posts
Lines of Business in Yonyx

Lines of Business in Yonyx

A Yonyx Customer is assigned a distinct subdomain, such as Every decision tree created by any Author has a URL that begins with this specific subdomain. Each customer subdomain can have multiple lines of business (LOBs)...

read more

Search across a Decision Tree

Authors create decision trees for self service, cold calling scripts for sales teams, or for call center automation using the Yonyx platform. As the trees get more complex, authors want to be able to search across a decision tree. Growing need for...

read more

Adding Yes No Buttons to a Yonyx Decision Tree

Yonyx helps automate call center tasks by streamlining business processes through interactive decision tree solutions. Subject matter experts use Yonyx Platform to create decision trees. Yes No Buttons, help agents choose the correct pathway for...

read more

Sign up for a free trial today!