How to Turn Your Knowledgebase Into an Interactive Decision Tree

by | Jan 20, 2014 | Automate Support, Customer Self Service, Customer Support, Knowledgebase, Troubleshooting

A knowledgebase provides all of the troubleshooting information a customer needs to resolve an issue, but it lacks the organization and flow of creative customer support. However, you can turn your existing knowledgeable into an interactive decision tree in a few steps.

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

1. Identify common customer problems.

The first step in creating any decision tree is to determine the symptoms that a customer experiences that leads them to troubleshooting. Symptoms can be as simple as “my TV isn’t working” or as complex as “I keep getting an error message on my computer”. Looking at the common problems shows you where to start your decision tree.

2. Follow the flow of a helpdesk conversation. 

Imagine the customer called a helpdesk to receive customer support. Your goal is to replicate that customer experience with your decision tree and move through the steps necessary to troubleshoot the problem. With each customer step such as “my TV isn’t working”, you then provide the next step with possible solutions.

3. Add multimedia for creative customer support.

When you have ironed out the flow and information provided in your decision tree, add multimedia to enhance the customer experience. Images and videos that better explain a particular step or common problem provide creative customer support solutions.

For additional outside expertise and assistance when creating your decision tree, consider availing the help of a customer support analyst.

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Improve Customer Service using Decision Trees

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