Dealing with service failure in terms of customer support is one of the biggest concerns all companies face. In the customer’s perspective, service failure means unfair treatment and companies have to re-establish trust that was breached in the process.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
Customer support is more than just fixing a problem. It must deal with the most crucial aspect that includes “concern” and “inconvenience” from the customer’s point of view. Automated support is a great way to get rid of trivial, repetitive matters from the way of customer representatives. This frees the reps to take care of customers with problems that have escalated.
While customers appreciate your efforts of providing them easy solutions that they can access 24/7, there are cases where customers want to know that their problems are not only resolved but the company is taking an extra mile to make sure that the incidence will not happen again. This is the only time you can re-establish and restore the trust that was breached during service failure.
This is what customer support should be, which is not only focused on the problem but also on your customers. When customers call support after they have done the steps you’ve provided in your troubleshooting guide, it simply means the problem has escalated and you need to trace back what went wrong.
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