Enable Confident Decisions
No matter how good your support team is, your customer hates calling, emailing or chatting with you when they have a problem. More than 90% of customers today want to explore self-service options on their mobile devices before they will evern think about contacting your support team.
TTR (Time To Resolution) ≪ 30 seconds
FCR (First Call Resolution) Rate ~ 98%
Traditionally companies have relied on knowledgebase assets written as FAQs or Articles but your customers hate reading lenghty paragraph text.
When your customer is having a problem the best approach is to make solution REVEAL itself. That is exactly what happens when your customer is walking through your knowledgebase flowchart in DeciZone platform. By simply clicking on few simple choice buttons, they can eliminate 98% of the reading they have to do! In just a few seconds your customers can get to your customized recommendations - PROBLEM SOLVED IN FEW SECONDS!
Using DeciZone platform for maintaining and sharing your troubleshooting flowcharts is the most efficient way to keep your troubeshooting knowledgebase up-to-date. Show images of your hardware or screenshots of your software to point out important aspects to give more context to your audience.
A DeciZone Knowledgebase flowchart once published, gives you a unique URL link that you can share with your customers. For most use cases, this URL could be printed on a label right where the customer might find it easily right when they have a problem. When your customer goes to that URL link in any browser, they start walking through your knowledgebase flowchart. In matter of just a few seconds, they can follow the correct advice from you to resolve the problem.
All of your knowledgebase flowcharts are available 24x7 and accessible globally on any connected device on just a browser. Your customers do not need to install any app neither do they need to have an account with DeciZone. Just a few clicks on your URL link and problem solved.
If you choose to, you can have a complete flowchart activiy transcript (of all the steps your customer went through in your flowchart) be sent in an email or to be automatically saved in your favorite ticket / case management platform.
With DeciZone you know how often your customers reach a certain branch of your flowchart. By analysing the frequency of visits, time of day, distribution of issues, you can get valuable insights about your customers and your products. These insights can help you not only justify budget alocations but also directly improve your product reliability.
DeciZone flowcharts come with handy feedback features built-in for continuous improvement of your knowledgebase flowcharts. Send feedback about any step in your flowchart to the author of that flowchart along with your comments so the author can fix it right away and solve that issue going forward.
Show your Logo and your brand colors on your knowledgebase flowcharts in DeciZone. This feature allows your customers to visit your website, click on a knowledgebase flowchart link and navigate the flowchart with your logo as well as brand colors. After the customer has finished navigation through your White-labeled flowchart, DeciZone will also bring them back to the same place in your website. So your customer always experiences your Logo and brand colors and continues on your website.
Lets see what a Published DeciZone flowchart might look like when its shared as a clickable button/link ...
You may also consider embedding a published deciZone flowchart in your website as a White-Labeled fully interactive flowchart panel.
Our team is here to help you quickly ramp up. Check out our free training videos below. We keep adding more videos for training as well as advanced features in this playlist.
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