Automated support is a form of customer support without the need to talk to a live company representative. It contains a comprehensive database or troubleshooting guide, which will look exactly like a decision tree. It is a customer self-service method allowing people to diagnose their problems and try to fix them on their own.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Most of us don’t want to talk to a live support representative all the time. We want to be able to find solutions on our own and just call customer support when all our other options have been exhausted.
In technical support staff’s perspective, we do not want to keep taking care of petty and simple issues because we are going to spend time doing so. We would rather spend our time looking for solutions to complex problems and those issues that have escalated.
In order to address these two scenarios, automated support has been devised by companies. It does not cost much and you don’t need to hire too many live support agents. You can now focus more on obtaining data through the much evolved social CRM so that you can add information to your comprehensive knowledgebase. Once relevant data is collected and included in the decision tree or the troubleshooting guide, the more you can sift through customers with complex problems and focus on them more. This way, you are giving high quality customer service without compromising on a lot of aspects.
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