Multimedia flow charts have a variety of uses and are one of the best customer service tools that can be offered. Besides educating customers on products and services, multimedia flow charts can raise CSAT scores. Many consumers find multimedia flow charts fun to use and adept to solving a wide array of problems and conflicts. Here are some more ways multimedia flow charts can raise CSAT scores:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
- Speeds Up Resolution Time – When resolution times are expedited, the customer is always content. Multimedia flow charts can speed up the resolution process for both agents and consumers. Agents can find answers and solutions quicker when assisting a troubled client, and clients can find the answers they are looking for without having to navigate long queues to speak with an agent. This win-win situation benefits all parties and quicker resolution times equates to higher CSAT scores.
- Raises FCR – First-call resolution is another key component of high CSAT scores. While multimedia flow charts expedite the first call resolution process as a whole, they also provide thorough and definitive answers. The solution is not a temporary “fix” or band-aid until a better solution becomes available. Multimedia flow charts provide an exact and scientific answer to many complaints and conflicts.
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