How to Reduce Workforce in Customer Support

by | Sep 28, 2013 | Customer Support, Troubleshooting

Many companies are struggling to answer the most fundamental question – how to make sure you’re providing great customer experience? Is it in marketing or is it in as simple as customer support?

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

Customer support, when viewed traditionally, will involve human interactions. The customers call representatives whether to complain or ask for assistance and this entails workforce. Imagine you have in-house customer support with a hundred of people working and about three hundred customers with almost the same complaint, issue or problem.

Do you cater to each one of them making your representatives work double time? Do you know that customers hate waiting? So, how are you going to reduce the workforce and yet cater to customers 24/7? The answer lies in “customer self-service.” It sounds fancy but it works as simple as a few push of the right buttons.

The platform in customer self-service is like a branching tree of troubleshooting guides. Customers will be asked questions pertaining to their situation and they will select the most appropriate answers. Their selection will lead them to images, videos or texts that will direct what they should do.

A simple platform like this can significantly reduce the workforce involved in customer support. This frees your customer representatives to cater to problems that have escalated. Now, calling customer service becomes the final option.

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Improve Customer Service using Decision Trees

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