Comprehensive Troubleshooting Guide Customers Appreciate

When it comes to customer support, there are two available resources that companies should make full use of – social CRM and interactive decision tree. Both of these can give valuable information to a company considering the wealth of data it can give at the end of the day.

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

The decision tree is a comprehensive database and can be used as a troubleshooting guide for customers who don’t like to talk to live support representatives all the time. Customers can just choose from the given sets of situations and work their way from there.

When you look at the entire infrastructure, it will look exactly like a tree with stems and branches until such time that the situation is resolved. If the issue is not resolved, this will be the time when the customer will submit a support ticket. This gives you the signal that their problem has not been resolved or their issue has escalated. This will also give you the opportunity to keep refining the decision tree or add information on the troubleshooting guide that will cater to that particular customer’s need.

In summary, a comprehensive troubleshooting guide frees the company from the burden of having to take care of petty issues and can now focus more on things that a few customers may find frustrating.

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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