Trend Report: Automation and Decision Tree Driven Customer Service

Staying on top of current customer support trends is especially important for the IT, telecom, computer and software industries. The latest trend to sweep across the globe in 2014 is the preference for customer self service through automated support.

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

Decision tree driven customer service.
Decision tree driven customer service.

How does automated support facilitate customer self service?

When customers have an interactive FAQ to turn to instead of a phone number to call, they have the opportunity to work through any troubleshooting issues on their own. Many customers now prefer self service because of robust automated support mechanisms that guide them through a visual workflow.

What is the best option for automated support?

Automated support is most effective when incorporated into decision tree driven customer service. The decision tree provides the knowledge your customers need to work through a troubleshooting problem, complete with multimedia to further clarify concepts and processes.

How do I implement decision tree driven customer service strategies?

The first thing to do is to create the actual decision tree. However, there are more aspects to decision tree driven customer service strategies than simply creating an interactive decision tree. For more information about decision tree driven customer service, contact Yonyx and develop a customized strategy.

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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