Modern customers have become tech savvy and smarter compared to customers in the previous decade. The digital era has made them who they are today – able to make research and obtain knowledge.
This is the reason why an interactive decision tree is best integrated in the company’s comprehensive knowledgebase and customer support.Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
An interactive decision tree allows tech savvy customers to diagnose in the hope of fixing their issues and problems. To obtain an overall positive customer experience, you have to reduce the number of people who call customer support by giving them alternative ways to solve their concerns.
The interactive decision tree frees your representatives from simple almost repeating issues that are otherwise solved by customers on their own. It is a form of troubleshooting that tech savvy customers can easily do by following direct and easy to understand instructions.
The instructions could be in the form of images, articles, videos or perhaps instructional audios that customers can listen to. All of these things can significantly improve your customer support that results to a positive experience.
When customers are getting smarter, the traditional means of solving issues don’t apply anymore. You need to cope with their requirements and demands considering that technology is also fast changing.
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