Anyone can offer customer support but not everyone can be better at it. If you want to be better, you have to step up to higher grounds and implement an interactive IT manual.
The manual will serve as a co-pilot for your support staff so they don’t have to deal with repetitive tasks or issues all throughout the day.
The most common scenario in traditional support is many customers clog the lines for simple issues that they could have diagnosed and fixed if given the right information and instruction. They don’t have to call customer support all the time.
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 have an interactive IT manual, customers will just immediately turn to your comprehensive knowledgebase for the information they need. They will select an item basing on the current situation they are in.
This item will lead to a series of solutions depending on the answers they provide the manual. Since it is interactive, the visual workflow is dynamic and engaging, which takes care of the attention span of your customers.
When an interactive IT manual is implemented properly, not only that you could save time and effort on the part of your support staff but you could also reduce the total cost of customer support itself. There is no need for you to hire too many live agents to cater the needs of customers clogging your lines.
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