There are various factors that can make a business successful including happy customers. In order to make customer smile, customer support must have four components – fast, reliable, efficient and consistent.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
An interactive decision tree as alternative customer support system has all components. It is fast because it gives customers a way to diagnose their own problems and fix them on their own. They don’t need to wait for the next working day or the next available customer representative to attend to their needs.
It is reliable because it contains informative knowledgebase, where customers will learn and at the same time be able to troubleshoot their problems. While not all problems may be fixed by an interactive decision tree, customers will gain access to information in the form of articles, videos and images that will instruct them what to do so that the next time they face the same situation they know what approach to take.
The interactive decision tree is also efficient since it helps customers achieve resolution only by following a series of comprehensive but easy-to-understand instructions. And finally, the decision tree is consistent because as information on the knowledgebase grows the customers will experience satisfaction while learning in the process. This is what makes customers smile – less waiting time for customer support and 24/7 access to database.
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