Customer service is very important to any business, and that is still true even now that most businesses have gone online. This may come as a surprise to some people who think that a simple FAQ section of their website can serve the same purpose as a good customer service representative.
All a client has to do is look at one section of a company’s website, and they will have all the answers they could ever need, right? Well, that’s not entirely true.
Yonyx enables organizations to create decision tree driven interactive guides for troubleshooting or how-to related customer self service.
While the Internet has changed the way customer service works, there’s still more to finding the right answers to a question than simply looking them up on a sporadically-updated website.
Using a Decision Tree for Self-Help Guides
If you really want your company website to be able to answer a person’s questions and let them help themselves, the best way to do that is by using a decision tree.
A decision tree driven interactive self help guide is a simple but useful way to solve problems and answer questions that uses a tree-like graph to show every possible solution to a problem. It is essentially a flowchart that can be applied to any situation, and although it appears like a step-by-step guide to solving a problem, it is actually more like a tool that puts people on the path to finding their own answers.
In many ways, it is the ultimate self-help utility, and it is just as easy to implement on a website as it is for a person to use.
Almost all automated customer service or self-help programs use algorithms to answer questions, but few are as interactive as a decision tree. Set one up a decision tree driven self help guide on your website, and you can be sure to answer most questions before they need to be asked.
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