Interactive customer service employs a variety of methods and strategies to address customer support and troubleshooting needs. Two of the devices most frequently utilized are the visual flow chart and virtual call center. Both flow charts and call centers are resourceful in their own way. Here are the positives and negatives to each:
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
Visual Flow Chart – These guides exist in both their traditional form and their modern form: multimedia flow charts. Some features include: embedded videos, interactive menus, audio instructions and content-rich graphics.
Positives – Engaging. Multimedia format is excellent for younger audiences and visual learners. Both visual and multimedia variety allow customers and users to see information in a non-linear perspective.
Negatives – Can be overwhelming to those are vaguely familiar with technology. Sometimes, these guides can be too intricate and rich with detail. Visual flow charts can be bland and hard to configure without an appropriate flow through to guide users.
Virtual Call Center – A typical strategy and resource utilized by many customer support departments. Virtual call centers are often equipped with automated support and CRM technology to assist respondents with their complaints.
Positives – Customers can articulate problem to agent. Peer to peer interaction. Furthermore, virtual call centers are ideal at handling problems on a case-by-case basis.
Negatives – Possibility of delays and poor interactions.
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