Before customer self-service became popular, customers wasted a lot of their time looking for answers to their inquiries, or complaints. However, with more and more customers reporting poor experience with most company’s customer service departments, self-service is not a choice right now.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
A recent survey revealed that more than 72% of all customers prefer serving themselves online, rather than be served by customer care. Here are a few things you can do optimize their experience.
The first thing your business should do is keep reviewing your customer self service knowledge base. Doing this will remove all the outdated content from your customer knowledge base and thus, improve their experience which is centered on finding the best solutions for their problems.
You must also focus on producing better content for your knowledge base because content is king where customers are concerned. Always focus on creating articles clients find easy and friendly to understand. While this can be quite challenging, your best customer care reps can help by providing best answers to customer questions, thus improving their experience.
Considering that an optimal customer experience is more than good for your business, we help your business enhance its customer experience index- through optimized self-service information.
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