Customer Satisfaction is Equal to a Positive Customer Experience

When you provide high quality service, initially customer experience may be considered positive but this does not automatically mean customer satisfaction is achieved.

For instance, when a skilled representative answers the call of a customer, the initial impression would be positive but when it comes to the resolution process and the customer realizes that he or she is not satisfied – the positive impression dwindles down.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.

In the process of resolving issues, technology has a major role to play. It is recommended that you focus in the resolution process so that customer satisfaction is enhanced. When customers are satisfied with your overall service, this is the only time that a positive customer experience is achieved.

It is pointless if you have the most sophisticated technology or multi-channel communication tools but you cannot provide customer satisfaction. Critical areas for improvement must be explored here including your CRM system, training of your employees and offering the most comprehensive knowledgebase.

High quality resolution of issues should be the primary focus of your customer service. This will in turn result to customer satisfaction, which is equal to a positive customer experience.

You should also not depend on customer representatives in providing information. You must provide your customers alternative ways to gain access to information relevant to their current situations or issues such as interactive decision tree and knowledgebase.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree