Enhancing Customer Support thru Comprehensive Knowledgebase

Knowledge is a very important aspect in running a business. When it comes to customer support, a comprehensive knowledgebase will make a big difference. How it can enhance customer support – you may ask.

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

Provides customer assistance without a live agent. More often than not, the customer support is perceived as a pack of people at the customers’ disposal. Today however, the advancing technology frees up the burden in human resource by placing a comprehensive knowledgebase for automated support in place. The interactive decision tree, for example, assists customers in diagnosing and fixing their problems on their own.

Timely delivery of service. Since this form of customer support is available 24/7, the delivery of service is timely and consistent.

If for instance you have 200 customers calling live support and you only have 10 persons in your support department, 190 customers will be waiting in line. Where is the timely delivery of service in this scenario, if customers have to wait?

A comprehensive knowledgebase allows the companies to turn their tables. If the 200 customers access the knowledgebase and only 10 of them has complex problems or issues, there will only be 10 individuals submitting a support ticket or calling live support. Your support staff will be able to focus on providing solutions to them.

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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