Automated support is best utilized by companies as a way to filter out petty little issues from complex problems that need attending. When this is the kind of approach that companies use automated support, troubleshooting becomes easy and more convenient for customers.
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 interactive decision tree, customers can now try to diagnose and fix their own problems without the need of calling live support. This means that they are no longer dependent on the assistance of the company’s representatives to fix their problems for them. They are already empowered by the comprehensive knowledgebase represented for by the interactive decision tree.
While a lot of people would think this is eliminating the human touch, it really doesn’t – because it only filters the small “fix-your-own” problems from the large and more complex ones. This way, the company’s representatives are more focused with the intent of providing solutions to these problems the moment they are presented to them.
Automated support is not just about troubleshooting but giving customers easy access to comprehensive knowledgebase anytime, anywhere. This means that even if it is already after regular office hours the customers can still access the knowledgebase and fix their own problem instead of waiting for live support the next business day.
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