If there is one way that you can improve the quality of customer service, it is through implementing interactive troubleshooting. How is this possible? It can reduce the number of customers waiting for the next available representative.
The customers need not call for support because they can diagnose and fix their own simple issues.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
This interactive troubleshooting can make customer service easy and more convenient both on the part of the company and the customers. We don’t like to wait – most of us.
Customers want that they are acknowledged almost immediately and you can’t do this if your staff is always held up by mundane tasks like solving repeated problems.
The interactive troubleshooting frees your customer service time and improve productivity of your staff. You can focus in providing high quality service because you can find solutions to more complex issues. The customers can get access to your comprehensive database so they can diagnose their problem and try to fix it on their own.
When the problems escalate, this is the only time that they will call customer service because they have exhausted all possible solutions through interactive troubleshooting.
Your free your staff from simple tasks and the customers will appreciate that you value their time.
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