A good way to cut congestion on your customer support lines is to have an alternative method for customers to fix their problems or issues. Your company can use a decision tree driven troubleshooting guide.
This allows customers to diagnose their problem and fix it on their own without your support tech’s help. So, what is a decision tree driven troubleshooting guide?
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
A decision tree driven troubleshooting guide uses several situations that the customers can select basing on their current predicament. Their choice will give rise to a set of options that answers or attempt to troubleshoot the situation they are in.
This method of customer support is available 24/7 and does not limit the customer’s time. They can spend as much time as they want or as expected on each item that they choose. It also does not take much of your customer support’s time.
The advantages of this decision tree driven troubleshooting guide is plain on both the customer and your company.
First, it empowers your customers to fix their own problems anytime they want. And second, there is no need for your tech support staff to deal with simple, mundane tasks repeatedly. This is a good way for your company to make the most of your resources.
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