Category: Customer Service

How do you empower your agents? Is it only by providing them with a comprehensive knowledgebase? Is it only by providing them with scripts by which they should adhere to? The best way to empower agents is to provide them with technology or application that will allow them to gain easy access to knowledgebase and…

In a call center business, it is important that you must make use of an interactive IT manual so that you can empower your call center agents and at the same time ensure the progressive growth of your business. When you empower call center agents, you are actually hitting two birds with one stone. With…

Even the most successful and highly rated in customer service companies, are bound to make mistakes. It is a given and even customers understand that. But how companies deal with these failures and swing in to service recovery mode is what defines success or failure. Customer Service Recovery is just 3 simple words that are…

When customers call your call center with software troubleshooting problem, or product malfunction (failure) the last thing they expect is an excuse not to help them. Your call center needs to have rich step by step call flows to ensure that whatever questions customers ask, are given to them in a perfect manner that leaves…

Do you know that you can improve consistency of call center agents with interactive decision trees? Interactive decision trees work by ensuring that your agents have all the information they need to make fast decisions when customers come calling. By making decisions tailored by some of the best technocrats in your company, your help desk/call…

“Do what you do so well that they will want to see it again and bring their friends”- Walt Disney Wowing your customers does not end when you become successful and the quote by the man himself, says it all. As you begin to enjoy the limelight, everything you do is clearly visible and hence…

Customer support metrics have been in the call center industry since time immemorial. First call resolution or FCR regarded as one of the most important customer support metrics as it measures the efficiency of the call center and evaluates efficiency in how customer issues are resolved. Yonyx enables organizations to create decision tree driven interactive…

Do you know that you can use call center software not just internally with your call center agents but harness solutions for your online customers? Self-service software like Yonyx gives business owners the ability to serve better support to customers online. Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to…

A simple look around most telecom and software companies will show you that not many put a lot of effort coming up with interactive troubleshooting manuals/guides for their products. The end result is customers who can’t figure out how to comfortably diagnose problems in their television sets, radios, phones, software, etc. Yonyx enables organizations to…

All the companies that have a large and loyal customer base enjoy this privilege due to great customer experiences resulting from superior levels of customer service. It is clear that these companies have walked in the shoes of their customers to understand the precise needs and wants of their customers. They have looked at their…