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Posted On: July 15, 2021


4 ways decision trees improve customer experience (CX)

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70% of the customer’s journey is based on how the customer feels they are being treated. (McKinsey).

Customer service is one of the critical indicators of how a customer feels treated by the organization. There might be at least one or more instances where they need customer support throughout a customer’s journey. Through decision tree software, find innovative and cost-effective ways to give the experience your customer desires.

What are decision trees in contact centres?

Decision trees, in simple terms, mean graphical representation of values or properties used for the classification or prediction of a solution. For contact centers or call centers, decision trees play a role in helping customers with problems or explain anything related to a product or service.

Decision trees have three main parts: 

1. The decision

This represents the actual decision or the input from customers.

2. The node

A node is what directs the decision to the right outcome

3. Possible outcome

The outcome designated for a particular decision, directed by the node, is shown here. 

These are the main features of a decision tree. A decision tree software comes with additional features that make decision trees easier to make for specific industries or settings.

Decision trees in contact centers work to promote smooth functioning. Decision trees provide the right direction of a solution and develop the best possible outcome to a query as quickly as possible.

4 ways decision trees improve customer experience

Decision trees at the contact center take customer experience to the next level. The customer service given is not ordinary; it is everything, including being faster and provides accurate solutions.

1. Self-service experience

Decision trees for self-service create a unique experience for customers. The decision trees can be under FAQs, used through chatbots or at the helpdesk of the website, and more, for self-service decision trees provide interactive troubleshooting of solutions.

Decision trees start with the main problem, understand the intricacies through customer inputs. Guided step-by-step process of decision trees enabled through a knowledge base ensures a consistent flow of information. Intelligent or cognitive decision trees help auto traverse steps and reduce resolution time.

Decision trees backed by a suitable knowledge base create a positive customer experience. As opposed to standard solutions, decision trees enrich a customer’s experience with the brand as a whole. 

2. Elimination of on-call hold

Decision trees for customer support, eliminate the need for the customer to wait on hold. When you put a customer on hold, it creates an impression on the customer. The longer the wait time, the more frustrated the customer is.

The design of decision trees is to create immediate responses or have answers to any and every possible question. On the agent’s side, solutions are immediately accessible with a click. Decision trees with an interface that provides relevant information on screen reduce the need to look for answers elsewhere, decreasing call hold time.

 These features improve customer’s experience. At the end of the call or chat, you can rest assured that the customer is happy with the quick resolution of the query. Next to no wait time is the desired situation of any customer.

3. Avoid repetition of details collection

When a customer is on call, they might not be aware of the correct details of the purchase regarding a product or service. Sometimes, Unaware, they might give out wrong information to a contact center agent while on call.

 A decision tree creates a mistake-proof environment, wherein it records previous answers entered and shows the previous guide steps opted. If the customer gives incorrect details, the agent can go back to the specific action, rectify the option and follow the next guidance steps.

Using decision trees saves the customer from repeating all the details to the agent and saves time for both agent and customer. Decision trees that are API integrated do not even need to detail collection and can auto traverse steps by linking with a CRM.

4. Less transfer of calls

A headache creating a problem for a customer is call transfer. When a call is transferred, the customer needs to repeat the problem again and again. Decision trees backed by a knowledge base platform eliminates this.

There are two ways decision trees solve this. Decision tree software that lets one link relevant information in widgets or notes helps the agent serve the customer without transferring the call. Another way is with the help of the knowledge management; the right decision tree guide can be looked for and solved by one agent itself.

Customer experience automatically improves when calls are not transferred for trivial information. Decision trees help provide the following best action in any scenario making call transfers less than usual.

How agent’s satisfaction improves CSAT through decision trees

A vital factor to note is that agent satisfaction (ASAT) leads to customer satisfaction (CSAT). Decision trees provide customer satisfaction indirectly through agent satisfaction. The mistake-proof, step-by-step guided solutions help make the agent’s job easy. When the agent is clear on what to do, instructions or information is relayed clearly to customers.

Other than in self-service, it is always the agent managing a customer’s call or chat. All of this and more is possible because of decision tree software for customer service. For example, decision trees ease an agent’s KPIs like average handle time; this makes customers focus on matters that hold more priority, like the proper resolution of a problem.

Conclusion

If you remember what statistics revealed about the importance of customer interaction at the very beginning, and then look at what decision trees can do, it is crystal clear that decision trees indeed improve customer’s journey as well as the efficiency of resolution deliverance. Decision trees made by an excellent decision tree software with features like no code and DIY make the whole process even more engaging without the involvement of many teams at the organization.

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