In the realm of customer service there are two frequently used terms: customer complaint and root cause. A customer complaint can consist of a myriad of problems. A root cause is the source of the complaint, the perpetrator of future incidents and the foundation of causality.
For example: If a customer complains that their car does not start, this a rather vague complaint. The root cause is very specific: It can be something as simple as a failing starter or a dead battery.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
There are many ways to identify the root cause or the source of their problem. The process is scientific, beginning with an inquiry, an investigation, discovery and resolution. For those who need to expedite the procedure and need a resourceful tool, there is the decision-tree style of manuals.
However, Yonyx AGI manuals are enhanced with DNA. Decision nature-architecture takes troubleshooting to the next level and helps identify root causes faster. Identifying the root cause is paramount because it prepares both customers and representatives for future problems. The solution may be more identifiable then many may think. Thus, identifying the source of the problem, solves the problem.
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