Internal Customers- Guide to Improving Customer Experience from Inside your Company

The concept of internal customer has been around for a while now. Both CRM experts and academics agree that the most important customer in your business is actually, the internal one. By internal customers, we mean your employees.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self service.

Here is an analogy on why you should consider your internal customers more.

First, unlike external customers, your internal customers don’t have options. Your external customers will find an alternative service provider and be rid of your company’s poor experiences. Your internal customers however, will not have such privilege most times. Not with the low hiring scores around. They will most likely stay with you, despite not liking it at all- and this will play out in their performance and customer service.

Your business must ensure that their internal customers want to work with them, or for them. Your companies should ask themselves questions like- would their internal customers stay if they had other options. Being able to answer these questions affirmatively is the root key to improving your company’s customer experience.

Research has shown that reducing your employees’ workload and quality of their work is the key to improving output and their dedication to customers. Use self service information publishing to achieve this feat for better customer experience.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree