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Customer Experience

Updated On: Apr 1, 2024

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).

Decision trees improve customer experience

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 your customer’s desired experience.

What are decision trees for customer experience?

In simple terms, decision trees for customer experience mean graphical representations of values or properties used to classify or predict a solution.

For contact centers or call centers, decision trees play a role in helping customers with problems or explaining anything related to a product or service, thus improving the customer experience.

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 providing 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 self-service decision trees provide interactive solutions for troubleshooting.

Decision trees start with the main problem and understand the intricacies through customer inputs. A 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. 

2. Elimination of on-call hold

Decision trees for customer experience 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 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 of decision trees improve customers’ 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 for any customer.

3. Avoid repetition of details collection

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

A decision tree for customer experience creates a mistake-proof environment, recording previous answers entered and showing 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 the agent and the 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 must repeat the problem repeatedly. Decision trees backed by a knowledge base platform eliminate 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 knowledge management; the right decision tree guide can be looked for and solved by one agent.

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

How agent satisfaction improve customer experience through decision trees?

A vital factor 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, the agent always manages a customer’s call or chat. All this and more is possible because of the decision tree for customer experience. 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.

Get to know more about decision trees

Deliver satisfactory customer as well as agent experience with Knowmax’s interactive decision trees.

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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 improve customer’s journeys and the efficiency of resolution deliverance.

Decision trees for customer experience made by excellent decision tree software with features like no code and DIY make the whole process even more engaging without the involvement of many teams in the organization.

Pratik Salia


Pratik is a customer experience professional who has worked with startups & conglomerates across various industries & markets for 10 years. He shares latest trends in the areas of CX and Digital Transformation for Customer Service & Contact Center.

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