Customer support is the core responsibility of businesses that can make or break their reputation and credibility. Nothing makes customers walk out the door faster than providing poor customer support. This department bears a lot of burdens for the company like: keeping customers happy, delivering what is promised, timely response, quick resolution of issues and the likes.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
If you’re an established company with hundreds – possibly thousands of customers, at least 20 of them would have issues and they will call customer support – all of them. Unless you have a viable alternative for customers to go to, you need to attend to all of these customers as fast as you can. But, customer support in the digital era doesn’t have to be all about representatives talking directly to customers.
Today, there is what we now call an interactive decision tree, which will take care of mundane and petty issues that customers can take care of themselves. If you have this decision tree along with a comprehensive knowledgebase, your customers don’t have to wait for the next available representative.
If you want a successful customer support and eventually a successful business, you have to learn how to view things in the customer’s perspective. There is no other way to make sure you can empathize and understand what they want or require if you cannot see things the way they do.
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