Just like the evolution of customer relationship management into social CRM, there is now a new form of customer support – the interactive decision tree. It is a comprehensive knowledgebase that contain data basing on common issues or concerns that customers may have.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
What are the advantages of interactive decision tree?
24/7 Access: The interactive decision tree can be accessed 24/7. This means that when customers have problems beyond the regular office hours they can still access the troubleshooting guide or visual flowchart describing the type of problem they are currently in.
Frees Up Support Staff: With the interactive decision tree, customers have another option in resolving their issues. This means that they don’t have to call customer support directly but will try the comprehensive troubleshooting guide you’ve set up. There they will find visual flowchart, which will describe the current issues they have. Depending on their selection, they will be directed to several solutions.
Focus: Since your staff is freed from little matters, they can now focus on finding solutions to complex problems in the hope that the information can be added to the interactive decision tree in the future. This allows more focus on the needs and requirements of customers as well as resolving issues that are not so common.
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