Many companies today are exploring various means of providing customer support and it includes the interactive decision tree. This method of customer support empowers people to diagnose their problems and try to fix it on their own. Instead of calling customer support directly or submitting support ticket right away, people can troubleshoot issues by following a series of instructions through the decision tree.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
How does it work?
An interactive decision tree works by giving customers a set of choices and they will select the one that matches the current situation they are in. The selection will lead them to a series of answers in the form of images, articles or video instructions. The customers are asked to perform the given solutions before proceeding to the next selection in order to know whether the solutions they selected or followed actually worked.
Business owners can monitor the activity by going reverse of the decision tree. In every selection, they will know whether the customer actually did the instructions by looking at the time it took for them to do it. When it did not reach the recommended time for each selection, it means that the customer did not follow the suggested solutions as instructed.
This gives companies an edge and an alternative method for customer support that frees up representatives to focus on more complex business matters and operations.
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