Call center agents will field hundreds to thousands of customer complaints each day. With this being considered, it is important to know the distinct differences between customer complaints and a root cause. Simple rich content equates to customer engagement. Engaging customers can result in deciphering the various customer complaints fielded and the root causes of these recurring problems.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service
Customer Complaints – Vary in subject and type. There is no such thing as a routine customer complaint. In fact, there can a multitude of customer complaints tied to one root cause. An example that illustrates this is the “basement is flooded” conundrum. While it is a vague and general complaint, it can have several root causes
A Root Cause – The source of the problem. While a basement is flooded it could be the result of poorly positioned window wells, foundation cracks or some form of leak. Determining the link of the root cause and the customer complaint is the goal of any interactive troubleshoot guide.
