Social CRM, automated support, interactive decision tree – all of these are part and parcel of a business evolution especially in terms of customer support. Companies needed to shape up according to changing times in order to stay afloat in a very competitive world.
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 nowadays has evolved largely because of the presence of social media and automated support. Customers can keep in touch with representatives through the channel of their choice – which give them some level of control over you. Automated support, on the other hand, can be in the form of comprehensive knowledgebase and interactive decision tree, which is largely a form of giving information or solution without any need for a live customer representative.
All these things made customer support a tough term to define and yet it remained as the primary reason why companies still continue to achieve success. No matter what channel the companies are using, customer support remains one thing – building relationships.
If business leaders fail to acknowledge this basic fact, they will blindly engage customer support without understanding what it really means to provide excellent service. Engaging customers entails a lot of skills – skills that are developed largely by training and customer support experience.
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