Troubleshooting In It’s Various Forms: Different Strokes for Different Folks

Yonyx - Use of Knowledge base articles is primarily focused on internal use by organizations.
Yonyx – Use of Knowledge base articles is primarily focused on internal use by organizations.

Troubleshooting can take shape in various forms. Each method of troubleshooting can have positives and negatives for different groups of people. Yonyx can help your business discover its needs and cater to a diverse demographic. Nevertheless different guides and service manuals are appropriate at certain points. However, all virtual troubleshooting guides will improve customer support as a whole. The virtual flow chart and the frequently asked question manual are two tantalizing examples of troubleshooting guides that will enhance the customer service experience.

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

Virtual Flow Charts – A visual chart that outlines how to solve a variety of problems, while also providing a detailed report on the cause and effect of featured scenarios.

Pros – Excellent for providing a diagram that outlines proper course of action, procedures, possible results and can help offer insight in to the cause of any conflict during the troubleshooting process.

Cons – Does not invite the sensory organs to participate. Not stimulating and sometimes can be rather vague or obscure. Not recommended for auditory learners. 

Frequently Asked Question Manuals – A guide that presents frequently asked questions concerning warranties and common concerns. FAQ manuals provide detailed repair advice when applicable as well as thorough answers to corresponding questions.

Pros – Uproots common issues that many users or clients encounter. Provides detailed and thorough answers for applicable questions. 

Cons – Unreliable concerning complaints of a unique issue. Frequently asked question manuals often operate in a limited scope and sometimes do not address incidents that rarely occur.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree