Troubleshooting 101: Methodology

Yonyx incorporates many facets of the Scientific Method in the solutions they provide.
Yonyx incorporates many facets of the Scientific Method in the solutions they provide.

A virtual flowchart or self-service manual can be the most resourceful and efficient methods of troubleshooting. Troubleshooting in itself,  follows its own methodology, a rendition of the Scientific Method. Here is the art of troubleshooting, broken down from a scientific perspective.

Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.

  1. What is the problem? – To begin any investigation, one must identify what they are trying to solve and investigate.
  2. Develop a thesis – Virtual flow charts and customer service manuals often explore the basic approach towards dealing with the issue at hand. From this, theorized steps are conceived and then conceptualized as a means of delivering the ideal result. Next, would be attempting the appropriate tasks.
  3. Observation and Inference – A key component of the Scientific Method.  You must first observe the results of each step outlined and outline, if the effect was positive or negative. If the outcome was detrimental or helpful to the desired goal.
  4. Identify the Solution – Continuously repeat steps one through three. Eventually, the answer will materialize. The duration is a matter of luck, for some…it is struck on the first attempt. For others, a tad more prolonged.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree