Best Practices for Providing Decision Tree Driven Customer Service

by | Feb 22, 2014 | Customer Self Service, Customer Support

High quality customer service seems to elude the technology industry, but with a few simple steps your company can provide decision tree driven support that leaves your customers satisfied. By adopting the following decision tree driven customer service best practices, your company will be poised to meet customer demands.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

Let’s take a look at the decision tree driven customer service best practices:

1. Create a comprehensive list of all problems a customer may encounter.

A decision tree is only as good as the comprehensive nature of its symptoms and branches. Take the time to fully think through all of the problems that may arise during the customer experience.

2. Add supplementary multimedia.

Customers are better able to understand the process if you provide supplementary multimedia that helps explain confusing aspects. Collect images and videos that would be helpful for customers and embed them within the decision tree.

3. Include links to online resources.

Don’t limit customers to the knowledge distributed from your company. Links to outside resources that can help the user resolve the issue is certainly one of the decision tree driven customer service best practices.

4. Allow customers to connect to a helpdesk if necessary.

Unfortunately even if you follow all of the decision tree driven customer service best practices, customers will still have questions about the troubleshooting process. This can be taken care of simply by providing the option to speak with a helpdesk.

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