Getting the Right Information to Resolve Customer Support Issues

by | Jul 4, 2013 | Customer Support

If your company has been getting massive amount of customer support tickets, there are several ways to manage this problem effectively. The issues you’re probably getting range from order status and product inquiries to more complex and almost scary complaints. Perhaps, the information required to resolve these issues vary greatly depending on the service or product the customer uses.

Yonyx enables organizations to create multi-media flowcharts that replace the experience of getting help from a call center agent with interactive self-service.

However, the process of getting the right information from your customers is more or less the same. You will definitely reap the benefits if you can get the required information and route them directly to the correct team. This means faster resolution of the issues for your customers’ benefit and yours, too.

How will you get the right information?

1. Present relevant questions associated to customers’ request. Each customer has different needs that you need to answer. Presenting them with relevant questions associated with their request will give you general idea what they need currently.

2. Show customer support teams only the relevant information submitted by customers. If your company houses several departments, you can route the information submitted by customers directly to specific support team.

3. Create processes for each request to speed up resolution of issues. Customer support analysts or managers must assign teams to solve a particular issue according to their knowledge and expertise. Track all reports made by them so you can analyze it for later use.

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Improve Customer Service using Decision Trees

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