To understand areas that may need improvement and popular topics among customers, generate reports about the use of your interactive troubleshooting guide. Continued management exists to ensure that every part of the customer support mechanism is operating to its fullest capacity.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
What reports should be generated?
Get to know what your customers are looking for when they access your interactive troubleshooting guide. If you can identify the common reasons that customers run into trouble, you can take the necessary steps to fix the issue.
Look at the most popular articles within your interactive troubleshooting guide to focus more on these areas. If a number of customers are having the same problem, it might be time to revisit a part of your product.
What can I discover by looking at reports?
Managers are able to see every incident pathway that a customer traverses, as well as overall usage statistics. Administrators can monitor customer & author activity and measure effectiveness of the the interactive troubleshooting guide through analytics.
Can I integrate these metrics with CRM?
If users have to log in to use the interactive troubleshooting guide, then you can track their progress and follow up to ensure the problem has been resolved. Looking at reports from customer usage can drive your entire customer relationship management system.
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