Generally, there are two major things that customers want when they contact customer support namely – convenience and expertise. With the advancement of technology, they know that it is not hard to do these things anymore.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Convenience
In recent years, the lifestyles of people have radically changed because of technology. A lot of people are now working from home through the Internet, which has enabled 24-hour industry. Today, customers would be able to make their research about products or services in order to assist them in making purchasing decisions. The easiest way for them to do this is through your customer support. Whether it is via automated support or social CRM, it should provide them adequate information about your product or service. Furthermore, if they already wanted to make a purchase, they would want to be able to do transactions either through the web or through their phones.
Expertise
When customers contact you for support, it usually means they needed to confirm something that they know already, make clarifications on what they have researched so far or they simply just want more information. Your customer support team must have a level of expertise that goes beyond what “tech-savvy customers” know. Your customers expect you to be experts in your chosen field – and nothing less.
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