Keys to Significant Customer Support Improvement

Both employees and customers are influenced by powerful words especially on what they would think or feel. If you don’t set expectations and goals up front, you cannot provide excellent 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.

The keys to significant improvement in customer support includes:

Reputation: When customers are unhappy and unsatisfied, they tend to complain and they do it to their friends, rant on social media and other times to you. If you want to excel in customer support, build your reputation by making every interaction count.

Empower: You should train your employees to equip them with skills and knowledge necessary to make decisions on their own. “The boss” should only cater to exceptional problems while your employees must handle more than 90% of customer support cases.

Allow feedback: Give your customers an opportunity to voice out their opinion about you, your products and services. Always follow the “three-strikes”, which will tell you that when three customers say something about your business – whether positive or negative – their opinion is probably true so pay attention to these details.

Read reviews: Customers sometimes write reviews that you can use as reference on the level of service or quality of products you provide. Their reviews often point out both your strengths and weaknesses. Maintain your strengths while improve on your weakness. This is the key to providing great customer support.

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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