Many companies nowadays have to look for ways to improve customer service hence the introduction of interactive troubleshooting system. In fact, the interactive troubleshooting is an alternative method for customer service.
It is a relatively new innovation designed to allow companies to deliver high quality service. It frees your staff from simple, mundane activities that could eat up much of their time. If it saves them from these tasks, your support staff can find solutions or cater the needs of customers with relatively complex issues.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
While a lot of companies are skeptic about it – specifically the concept that it can “remove the human touch,” this remained an unproved concept because so far many have been able to achieve success from it.
You are not actually removing or downplaying the “personal touch” from the equation. You are simply giving customers alternative ways to diagnose and fix their own problems without having to call your support lines.
If your support staff is freed from mundane tasks, they can focus more on providing high quality of service to people who have rather complex issues.
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