Businesses that are hearing the same customer complaint over and over again are sometimes at a loss with how to attack the support issue head on. An interactive IT user guide is an excellent tool that can resolve the problems that result in high volume customer complaints.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
How to Recognize Common Customer Complaints
The first option is just by the experience of your staff in communicating with customers about IT issues they are resolving. Have a brainstorming session to come up with a list of the most common complaints that agents have to deal with on the phone to serve as the foundation of an interactive IT user guide.
If you have a knowledgebase full of articles, you can also analyze which KB articles receive the most traffic. Typically speaking, the most popular articles will be a clear indication as to which problems arise most and address in the interactive IT user guide.
Providing Useful Customer Support
Putting the information directly in front of customers with an interactive IT user guide is one of the fastest ways to reduce the amount of complaints you receive about a particular issue. However, you should also consider fixing the problem in research and development so that customers can use the tool to advance their knowledge, not just resolve issues.
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