It is a fact that there are a lot of issues and concerns that the customers can solve on their own without calling customer support. Sometimes the problem, however, is the fact that they lack the information necessary to get this done. This is where you should think about empowering your customers by giving them a very comprehensive knowledgebase. In some cases, companies use an interactive decision tree, which the customers can follow.
Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.
This type of knowledgebase allows customers to have the information necessary in one place by following the series of scenario related to, similar with or exactly like what they are currently experiencing. The answers they choose could be in the form of articles, videos or images that explains in simple details what they are supposed to do. The interactive decision tree is a powerful knowledgebase designed to get customers diagnose and fix their own problems before they submit a support ticket.
With a comprehensive knowledgebase, your customer support staff will be freed from unnecessary calls or petty issues and allow them to focus more on important matters or find solutions to more complex issues or problems. It allows you to focus on customers that have escalated issues and give them your undivided attention.
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