Customer expectations are on the rise about what they demand from computer customer support. In order to improve satisfaction, the most direct route is the through providing an interactive computer manual.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
First of all, an interactive computer manual is an advanced customer support tool that allows customers to work through issues on their own. Instead of a flat text-based FAQ, the interactive computer manual responds to the customers query accordingly and provides a visual workflow of troubleshooting.
Customer support through a knowledgebase or FAQ does little to actually help the customer work through the troubleshooting issue. It provides a loose list of reference information that the customer must somehow combine into a working solution.
An interactive computer manual, on the other hand, feels more like a conversation with a customer service agent then flipping through the pages of a traditional computer manual. The core of the customer support tool is a decision tree driven workflow.
The troubleshooting process starts with the problem the customer is dealing with and so too does the interactive computer manual. The customer answers a series of questions while trying possible solutions in order to ultimately solve the problem.
If the customer is still having trouble, always remember to make it easy to connect with your helpdesk.
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