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Improve CSAT & Call Center Productivity with Yonyx Interactive Guides

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This video highlights the use of Yonyx Interactive Guides for internal use in your support organization or call center. To learn more about the benefits of Yonyx guides for customer self service – please click here.
Your support team is doing their best helping customers but your customer satisfaction & team productivity are not quite where you’d like them to be. Its because your team is not delivering accurate & relevant information to resolve customer issues, quickly & consistently!

Now you may already have a large repository of known solutions & Agents search through them to find information to help customers. So what more can you do, you wonder?

To understand this further, let us look at the way this information is accessed by Agents during a typical call workflow. Each call starts with the customer describing the reason for his call. This reason is often called the Call driver – e.g. a customer calling an electronics manufactures saying “My TV Doesn’t work”, or one calling an Internet Service provider saying “My Internet is slow” or a customer calling a bank saying, “I lost my credit card!” Each of these is an example of a call driver. It is also a statistical fact that a handful of call drivers are responsible for majority of customer calls!

Your Agents now interact with the customer & may search the knowledgebase repeatedly to determine a specific resolution for the customer. When done, they spend a few minutes documenting the call summary.

For troubleshooting type calls, for instance, this process of mapping a customer call driver to an underlying problem & the corresponding solution is a very tedious process and prone to error! Each time the Agent searches the knowledgebase – he finds multiple articles that match the keywords or phrase he searched for. He then has to go through them to determine the one he thinks is relevant for the customer! Not only is this process time consuming, often agents will choose incorrectly among similar looking articles, & then make the customer go through inappropriate instructions & finally escalate the issue to Level 2 support when they are unable to resolve it! This affects both – your customer satisfaction ratings & your organization’s productivity!

Search is also not the best way to retrieve context sensitive information – e.g. “Customer internet is slow, I had him try a wired connection with the router, then had him boot the router in safe mode for networking, & finally had him connect directly with the broadband modem. None of these worked. What should I do next?”

Ever wonder why less than 10% of the thousands of articles in a typical knowledgebase are responsibile for more than 90% of all views?

Its because Agents (& by the way even customers when they are attempting self service) are trying to map the call-driver to the underlying problem. And every business has a handful of call-drivers that are responsible for bulk of incoming calls! So most search combinations driven by these call drivers lead to a small fraction of your articles. Wouldn’t it be simpler instead if there was only one guide to review corresponding to each call driver?

Searching and browsing through results to determine the right article is just part of the problem. Agents then have to determine which sections of the article(s) are relevant to the customer by framing questions at every branch in the article, then jumping to the corresponding sections based on customer’s response to such questions. This Skip-Perusal adds significant overhead & increases the chances of mistakes or abandonment of the article by the Agents. Such actions once again lead to escalation of the tickets causing lost productivy & reduced CSAT.

Wouldn’t it be great if not only the Agents quickly chose the one & only one guide corresponding to a customer call-driver, but also could go through it interactively, without having to resort to such skip-perusal driven customer interaction?

Another issue with the current approach is the Documentation problem. Documenting call summary for each call, takes up significant time, is subjective in nature & inconsistent amongst Agents solving the exact same issue following the same resolution steps. Further such documentation is completely unstructured – so you can’t derive any insights from it!

Just the direct loss in productivity due to search, skip-perusal & documentation problems is significant & when you add the consequential loss due to increased escalations from L1 to L2 support & the corresponding effects on CSAT, the figure becomes completely unacceptable! No wonder, most organizations are seeking a solution …

The solution to this problem requires expressing information in a manner that naturally helps Agents move from the call driver to the customer specific underlying problem to the corresponding solution. This is what Yonyx platform enables you to do! Instead of the unpredictable, error-prone & expensive method of searching & sifting through knowledgebase articles, Yonyx enables you to create interactive guides that agents simply follow along a customer specific resolution pathway, starting from the call driver to the underlying problem to the corresponding solution.

Each guide is created like a flowchart by your subject matter experts. This flowchart, consisting of guidance steps & user responses is designed to interactively guide Agents along multiple possible resolution pathways for any given call driver. To learn more about creating a Yonyx guide – please click here.

Agents access these guides interactively through a simple responsive interface, embedded in your helpdesk system. They are presented incremental information at every step along with a follow-on question. A new guidance step is then shown based on the response to the follow-on question of the previous guidance step. Outsourced call center organizations or BPOs can create guides for each Client’s work under a separate Line of Business – all under one Yonyx account. For each Line of Business, guides may be further segregated under different Catalogs – with each Catalog containing one or multiple guides.

Each Line of Business has a separate Yonyx Landing Page that comes with browse & search tabs. The search function in Yonyx searches across all nodes of all guides published in that landing page. If a search result belongs to a guidance step other than the root step of a guide, the system automatically detects that & gives the option to Agent to start with the call-driver or root node or carry on from the given node.

This Yonyx Landing Page can be embedded in a Helpdesk ticket page or in your desktop or mobile applications, or used stand alone. Each landing page can further be configured for access control with options ranging from anonymous public access to named access for specific Users.These Users can be invited to register by the Yonyx Admin or created through Single Sign-On (SSO) integration. Customers needing even more flexibility can access the guides through Yonyx APIs & completely control their own user interactions.

Agents are now simply taught to choose a guide corresponding to each call-driver, and go through it interactively while helping customers with each call. And when they finish a customer call, they simply click on the Done button that appears automatically at the bottom of each guidance step. This generates a OneClick Transcript that they can simply include in the field for call summary! Any Agent working this ticket further will be able to access this transcript with a single click & get complete details of the path traversed by the Agent – including the duration of time spent at each step!

Not only is this documentation comprehensive, it is also consistent among multiple agents helping customers along the same resolution pathway. And because it is also structured – it lends itself to further analysis by your Business Intelligence team. Since you only need to create a handful of guides – one for each high volume call-driver, your Agents don’t incur the Search, review & choose the right article overhead. They simply pick a guide from the right catalog & start going through it with the customer. Furthermore, since Agents go through the guide just as they interact with the customer – they don’t waste time in every call manually hopping through sections of an article while crafting language to interact with the customer.

This helps improve productivity of your organization while simultaneously increasing your customer satisfaction ratings! In addition, Yonyx also helps overcome the after-call documentation problem. Substituting the subjective blob of text written by Agents after each call with Yonyx OneClick Transcript, can save upto an hour of Agent’s time each day. This helps further improve productivity of your Organization & quality of such documentation.

Yonyx platform is also designed recognizing that a call center is a vibrant community that learns and evolves its knowledge with each passing day & wins or looses as a team! Yonyx supports this team notion by offering innovative ways to increase collaboration between Authors, Agents & Management. Agents routinely send compliments to Authors if a guide really helped them handle a customer scenario well. Similarly they send feedback to Authors, should they discover any mistake or improvement to the content that could help other Agents!

Such feedback from Agents adds to the list of pending tasks for Authors – which they can address by making necessary changes to the guide or discarding the request with an explanation. This data driven collaboration that Yonyx enables between Authors, Agents & Management helps keep the content fresh, relevant and constantly evolving with changing products & customer usage! The system further tracks these compliments & feedbacks so that Management can give credit to Authors & Agents respectively.

Management also gets access to comprehensive reports that show how guides are being used by Agents. These reports show usage at multiple levels of hierarchy – all the way from Lines of Business to Catalogs to individual guides. The User Activity report shows each Agent’s usage of various guides – including the number of compliments & feedbacks they provided, along with a transcript of the path traversed with each such action.

The number of Completions, is the number of Agent traversals, that ended with clicking the Done button to generate a OneClick Transcript. This gives management, a view of Agent compliance with the use of Yonyx guides, while helping customers. The Author activity report shows the number of authoring activities, amount of time spent, and number of pending & resolved tasks by each Author in your account. This report is the result of all actions of an Author – such as create a new node, save an updated node, connect, disconnect or delete nodes and so on.

Similarly the Incidents report shows each and every journey by all Agents through all published guides, including those that resulted in compliments, or feedback from Agents to Authors. You can also download csv information of all Agent journeys and derive invaluable insights. For instance in troubleshooting guides – the most popular pathways highlight the frequent underlying problems faced by customers, Similarly the most unproductive pathways are those where Agents spend maximum time, & biggest contributors to poor CSAT are pathways with most Agent feedbacks.

So, to summarize, Yonyx guides improve customer satisfaction by empowering your Agents to deliver relevant information to customers quickly, consistently, & easily. It further avoids the wasted time in traditional search, review & skip-peruse approach thereby simultaneously improving organizational productivity. In addition, the OneClick Transcript further improves productivity by saving up to an hour for each Agent everyday while capturing the after-call documentation in a structured manner that lends itself to further analysis.

To learn more about how Yonyx Interactive Guides can help achieve similar spectacular results for your customer self service, please click here.

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