Analytics Impact Interactive Customer Service Experience

by | Jun 7, 2014 | CRM, Customer Support

Analytics give customer support a new form of agility and versatility in interactive customer service.

Analytics give customer support a new form of agility and versatility in interactive customer service.

Analytics immediately affect the interactive customer service experience . Among the many features offered by Yonyx AGI solutions, the most ergonomic and engaging feature could be the analytics with flow integration platform. Now, Yonyx can capture data as it ebbs and flows, displaying powerful click stream data. This helps visualize frequented nodes and pathways, detecting changes in browsing behavior and nodes over a period of time.

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent

Combined with management reports that allow for the analytics to be summarized, interactive customer service reaches new heights. Flow analytics display every incident pathway and overall usage. Additionally, customer and author use can be moderated closely and frequent articles or complaints can be rooted and utilized in future troubleshoots.

From a customer relationship management point of view, analytics help businesses see what works and what doesn’t. Furthermore, customer support can spell any trends developing. Knowing the tendencies of customer base is the essence of knowledge base. Flow analytics can help businesses ascertain this data.

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