An interactive IT troubleshooting strategy is probably the most challenging systems that a company must create. This is because customers would find it boring to read manuals so they clog your support lines instead.
Customers don’t like to complicate issues when they can simplify things. Some of them would like to wait for the next available representative. And, some of them would get annoyed they don’t get what they needed in as fast as they can.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
A company can strike out a balance by creating a “less boring”, dynamic and engaging interactive IT troubleshooting strategy.
How can you create such system?
Put yourself on the shoes of your customers: Nothing is better than looking at things at your customer’s perspective. When you think this way, you’d know exactly what customers expect. An interactive IT troubleshooting system must be engaging and a learning experience for them.
Integrate professional and authoritative tone in the content: Your interactive IT troubleshooting guide becomes your knowledgebase, FAQ sheet and alternative support – rolled into one. It must bear the same professional and authoritative tone that you use in live customer support.
This helps customers navigate easily knowing that the content they’re reading is informative and can solve whatever issues they are facing currently.
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