When it comes to customer support tools, issues are resolved most effectively by offering your customers a decision tree driven troubleshooting FAQ. This mechanism enhances the typical FAQ and troubleshooting knowledgebases found on most websites.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
So, what are the steps that allow your company to create a decision tree driven troubleshooting FAQ that provides superior customer support?
1. Determine the troubleshooting ‘symptoms’.
Before you can do anything, you need to identify all of the possible ‘symptoms’ a customer may experience that leads them to troubleshooting. This is the start of your decision tree, and it’s important to cover all of the symptoms, not just a few.
2. Identify decision tree branches based on customer answers.
Every branch of a decision tree corresponds to the response of your customer to a particular question. In this way, you can follow through the decision tree driven troubleshooting FAQ until you reach the end of the process and the problem is resolved.
3. Add images, videos and more to enhance the decision tree driven troubleshooting FAQ.
Not all of your clients are going to be savvy enough to read some text and begin troubleshooting. For this reason, it’s a good idea to include supplementary multimedia that clarify any confusion points of the decision tree.
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