Customer self service is a rising trend in customer support because of the convenience it offers customers and the savings it offers your business. One way to get started with customer self service is to provide a computer troubleshooting guide online.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
What is a computer troubleshooting guide?
A common misconception is that a computer troubleshooting guide is simply a knowledgebase of information or a traditional FAQ. To truly facilitate customer self service, the troubleshooting guide must be interactive and help customers through a visual workflow.
What customer support mechanisms should be included?
An ideal foundation for your computer troubleshooting guide is a decision tree model. This type of customer support starts with the initial problem the customer is dealing with before moving through possible solutions. Customers are guided through the process of troubleshooting instead of having to piece together different sources of information.
Can I eliminate the helpdesk?
Not quite, though you can reduce the call center services you engage. Though a computer troubleshooting guide allows customers to service themselves, be prepared to answer questions they may have. Integrating a helpdesk turns your computer troubleshooting guide into a robust customer support mechanism.
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