Understanding What the Customers Needed for Efficient Customer Self-Service

Customer self-service continues to gain popularity among many companies. Business owners constantly look for ways to improve customer satisfaction and increase productivity to the highest level possible. This makes organizations take a lot of pressure just to accomplish these goals.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Lately, customer self-service is under intense scrutiny regarding its effectiveness. This is a new innovation designed for companies to allow customers resolve their own issues. This offers a great opportunity to significantly enhance customer satisfaction while lowering down the costs by case deflection. For more than a decade, self-service seems to advance greatly.

What do customers look for as they embrace self-service as a concept of customer support?

Customers look for the efficient mixture of content coming from various reliable sources. They also want user-friendly navigation using different channels. Tech savvy customers prefer real-time access to content most relevant to their search. More importantly, customers want recognition; it means you have to know who they are, their past experience with your service and what they are currently experiencing.

Customer self-service must deal with whatever pending issues customers have. Customers want easy access to your entire customer’s knowledge database so they can find relevant information that could potentially resolve whatever concerns they have.

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Develop interactive decision trees for troubleshooting, cold calling scripts, medical appointments, or process automation. Enhance sales performance and customer retention across your call centers. Lower costs with customer self-service.

Interactive Decision Tree