Offering customer support isn’t as easy simply supplying an FAQ anymore. To really make the most of your support mechanisms, turn to an interactive customer experience that supplies the customer with all the information they need.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Normal FAQs and knowledgebases list information that could be helpful for customers during installation or troubleshooting processes. The problem is that without an interactive customer experience, there is no logical flow to the information that works customers through challenging technical processes.
You have a few options when creating an interactive customer experience, but it’s best to use a decision tree as the foundation. Decision trees do more than just supply customers with information, they provide a visual workflow of the information.
By determining the problems that your customers may encounter and possible solutions that they could work through makes or breaks the interactive customer experience. All of the bell’s and whistles in the world won’t make a difference if your content doesn’t contain valuable information.
Don’t rely on text alone to create an interactive customer experience. Take advantage of multimedia assets that may clarify difficult points and link to outside resources that may be of use to your customers as they use your product or service.
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