Technology has definitely gotten big over the past years. It plays a major role not only in industries like mobile, data and social. This is the reason there is a rising trend in customer service, the interactive troubleshooting method.
What is an interactive troubleshooting customer service system?
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
This system allows customers to be an active participant in resolving issues. Unlike the traditional customer service method, interactive troubleshooting allows customers to control what they want to do basing on the available solutions in the database.
If they are able to diagnose their own problem, they will be able to fix it on their own, as well.
It makes customer support fun. Customers don’t like calling support lines all the time. It takes some of their precious time waiting for the next available representative. There are also times when people just don’t call because they think it will make no difference.
This new technological system allows customers to reach customer support without actually “calling”. In fact, it is dynamic and allows customers to have fun while diagnosing and fixing their problems.
It promotes collaborative initiative among customers. If customers find this support line very useful anytime of the day, most probably they would send some feedbacks necessary to improve this technology. Even if they don’t submit a support ticket, they will leave feedback in whatever way possible – be sure that they have a channel for this.
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