by Keith Fuchs | Feb 14, 2014 | Automate Support, Customer Self Service, Customer Support, Knowledgebase
A knowledgebase is a customer support tool that provides customers with information pertaining to troubleshooting or other customer service areas. Customers are forced to dig through information to find answer to some of their most basic questions. Yonyx enables...
by Keith Fuchs | Feb 12, 2014 | Automate Support, Customer Support, Knowledgebase, Troubleshooting
When customers are facing a troubleshooting issue, a decision tree driven troubleshooting guide is the preferred choice from an array of knowledgebase options. Customers prefer this method because the workflow feels more like a conversation, it’s available...
by Keith Fuchs | Jan 28, 2014 | Customer Self Service, Customer Support, Knowledgebase, Troubleshooting
The interactive decision tree walks customers through troubleshooting without the help of live customer representative. It gives customers a series of items or questions related to the current situation they are in. Yonyx enables organizations to create decision tree...
by Keith Fuchs | Jan 21, 2014 | Automate Support, Customer Self Service, Customer Support, Knowledgebase, Troubleshooting
You may think your FAQ does the job when a customer is troubleshooting an issue, but look at your recent helpdesk call logs. You’ll find that your FAQ only leaves your customers with unresolved issues that could be solved by creating a decision tree. Yonyx...
by Keith Fuchs | Jan 20, 2014 | Customer Self Service, Customer Support, Knowledgebase, Troubleshooting
Modern customers have become tech savvy and smarter compared to customers in the previous decade. The digital era has made them who they are today – able to make research and obtain knowledge. This is the reason why an interactive decision tree is best integrated in...
