As the world continues to be hyper in technology, perception towards many things is changing. Your company cannot afford to ignore the strides made in the mobile devices sector as far as customer service is concerned.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Unlike when customers had to make a physical presence at your premises to get their queries solved; with a smart phone, your customers can navigate your website’s self-help page to find the help they need immediately.
Instead of hiring call centre representatives, think about what online self support channels can do to your business. These tips can help you make the most of your mobile (device based) customers.
Customers who need to get an answer quickly will definitely be unhappy with an interface that instead of helping them causes more pain. The first thing to think about is how to make the navigation through the mobile interface easier for customers to navigate.
Also make sure that self-service through mobile devices is timely. Customers should not start eagerly on your site waiting for the self-help content to pop up. Simply make the navigation one click away from a solution across your site.
Lastly, your self-service customer service should achieve its aim. The only way to do this is to ensure customers do not leave unhappy once they visit your self-help page. Therefore work on providing clear and straight answers to reduce escalations to other customer support channels. If there are escalations, then your self-service customer service is useless.
Yonyx produces amazing self service experience across all devices, mobile or desktop. Learn about what Yonyx can do to grow your customer experience and satisfaction through mobile self service.
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