Customers are bound to face issues from time to time and at times several customers would be facing similar problems. In order to keep customers happy and satisfied, companies tend to provide elaborate knowledgebase to empower them and allow them to fix their own little issues.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
This is a way to reinforce customer support to keep petty little issues from getting into the hands of representatives all over again. An elaborate knowledgebase allows customers to diagnose and fix their own problems by following a detailed, step-by-step troubleshooting guide. And while doing so, this keeps your representatives more focused and free from redundant issues so they can provide solutions to more complex problems.
Customer support, when reinforced by an elaborate knowledgebase, becomes more attuned to what customers really need – attention, acknowledgement and most especially solutions or answers. The detailed decision tree is an attempt to fix customer issues – exhausting all means necessary before reaching the point where a support ticket must be submitted or the assistance of a company’s representative is needed.
Finally, an elaborate knowledgebase is another way for companies to impart the data they have collected so far and share this to their customers. A good way for companies to impart knowledge that will empower customers and allow them to be in control to some degree. This way, customers will only be calling live support as necessary.
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