The interactive decision tree walks customers through troubleshooting without the help of live customer representative. It gives customers a series of items or questions related to the current situation they are in.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
How does it work in troubleshooting?
1. Customers will find selections/questions related to what they are currently facing. For instance, they needed troubleshooting for the new product they bought from you. There will select the question that similarly describes the status of the product.
2. Each question directs or guides them to a new level – which contains a number of solution or quick fix that they can try. It can be in the form of images that describes their product and its problem, instructional videos that help them identify what causes the problem or a comprehensive step-by-step article guide that contains simple terms to solve their problem.
3. If the previous solutions did not seem to work for them (provided that they really did as instructed), they go to the next level – which is another set of solution until the customers exhaust the basic solutions.
When they have exhausted the solutions, this is the only time they will call support or submit a support ticket. You’d be amazed that your support lines are no longer congested because of it.
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