While not all people are tech savvy, majority of modern customers are already one. Thus, having an interactive computer guide as your alternative method of customer support is the right approach.
What is an interactive computer guide?
An interactive computer guide is an alternative means of providing support for all your customers – tech savvy or otherwise. Customers can choose an item that describes the kind of situation they are in and this choice will lead to a set of solutions in the form of instructional articles, videos, audios and images.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
At a glance, it will look like a branching tree. Each choice will have a number of solutions that the customer can try. The solutions are expected to be done by customers in a specific period of time, which you can review later on. You can check whether the customers have indeed followed the stated instructions.
For instance, the interactive computer guide specified that an item is expected to be done in 15 minutes and the customer has done it in 5 minutes then it can be deduced that the item has not been completed as planned.
If the customer proceeds to the next step without completing the previous one, your support staff can call the customer’s attention by providing the evidence as facts (if and when necessary).
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