Customers want information – and because of this they research the internet to find what they are looking for. What better way to provide them with knowledge through an interactive decision tree?
This empowers your customers because they will now be able to know certain things that otherwise they would have to squeeze out from customer support.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Gone are the days when you’re the only one who should know things. Customers don’t want to call customer support all the time. An alternative way to customer support is the interactive decision tree, where customers will select an item basing on their current situation.
However, since you empower your customers with information, there are several challenges to its application including:
Your support staff should know beyond what the customers can research. Information is important to customers and they would rate their experience basing on how efficient your support staff is.
If your support staff only has basic knowledge about your brand or company – the customers would be disappointment because they can research that on their own.
Your support staff should be able to provide solutions to complex problems. When the customer’s problem escalated from interactive decision tree, you must provide them the solution they needed just as they arise – no excuses.
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