In the digital world, people have become more tech savvy and downright modern. This is the reason companies have adapted various solutions to cater to the needs of these customers.
One of the solutions include the interactive troubleshooting system, which can enhance customer service – provided that it is implemented correctly.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting & how-to information for customer self-service.
How can this interactive troubleshooting system enhance customer service?
Automates Things: If you rely exclusively on your support staff, your lines can get congested by customers who have relatively simple issues. With the new troubleshooting system, what a single representative can handle may be doubled.
If two customers have the same problem, one of them don’t have to wait for your representative because they can diagnose and fix their issues at the same time.
Adds High Quality Content to Your Knowledgebase: Now that the alternative customer service is automated and can handle more tickets, you can add high quality content to your knowledgebase. Things would become a lot easier because your customers can search your database for related information.
When new tickets are submitted and you’ve found solutions to them, you can create high quality content that will illustrate the solution then add this to the knowledgebase. So, when a similar problem arise, customers don’t have to call your support lines anymore unless of course their problems have escalated.
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