Not every online resource your customers consult for support has to be directly from your business. In fact you should link to Wikis and knowledgebase articles that were published on your company site as well as other websites as part of your decision tree driven computer manual.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
Using Existing Company Resources
As your company has developed, you have also likely generated a large amount of KB articles and other customer support resources. Be sure to include links to all relevant information currently published on your website throughout the decision tree driven computer manual.
Using Outside Online Resources
Don’t limit customers to only material published and written expressly by your company. A quick internet search will reveal many valuable resources that have no tie to any of your competitors. A decision tree driven computer manual should be complete with both in-house and external customer support resources.
You may hesitate before linking to companies that you perceive as a competitor, but for compatibility issues it may be prudent to have customers consult their resources. If nothing else it will show customers using your decision tree driven computer manual that the problems exist outside the sphere of your product line.
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