CRM KB vs. Knowmax


Sharepoint vs. Knowmax

Customer Experience

7 mins read

Decision Trees To Improve Customer Experience

“Whenever you see a successful business, someone once made a courageous decision.”

~ Peter F. Drucker

According to research by Harvard business review, inheriting decision trees tool in an organization can manage various courses of action with greater ease & clarity. With this, decision trees have become an ultimate choice for many others.


What’s the secret behind businesses becoming successful? It’s a great customer experience (CX) they serve. Companies providing call center facilities suffer true hassle quite often. Imagine you call a call center agent for your mobile internet weren’t working and kept your call on hold for about 10 minutes with some hammering music on in middle of a busy workday.

Even after waiting for so long, your issue isn’t fixed. In such situations, customers tend to grow impatient and develop a strong negative image. This gets bound to reflect a dropping curve in your CX stats.

If this flow of delayed dealing with customers goes on, would you take their services again? Or will that company ever succeed with such services?

We are now quite clear about the problems that are faced by various brands- the waiting. Question that arises is what solution does technology offer in the context to improve customer experience?

Decision trees software- a sure shot solution

We all  use decision trees in our daily lives, we just aren’t aware of it. Imagine things we perform during a weekend, let’s say visiting our grandparents, going out for a movie or pampering ourselves. All of these depend on various factors like- money, weather, health, etc. We all introspect about things that could work best for us? Accordingly, an intuitive decision tree is created.

Likewise, with exhaustive workflows & processes online at a call center or BPOs, it’s quite troublesome for agents to provide the right solution at the right time. Here’s when  decision trees come to rescue. They are simple yet powerful ways to assist agents in handling complex customer queries with a guided workflow as per business needs. This is quite helpful to improve customer experience at contact center.

How decision trees improve customer experience?

24/7 customer support is a priority for every organization. Decision trees can be seamlessly and effortlessly integrated with any channel of preferred choice. Consider an example of an agent figuring out customer’s issue over non-functional internet services; with decision trees by their side, agents can solve queries in few clicks without any hassle, thereby delivering the right information at right time.

With troubleshooting of issues getting this smooth and easy, the agents are empowered to improve their productivity

4 Benefits of decision trees are highlighted as follows

1. Easy searchability & findability of content

When right information is available at right time, it reduces time consumed in searching and finding relevant content. Apt usage of keywords helps in popping out relevant content in minimal clicks.

With tools like Knowmax’s decision tree software, the search feature has google elasticity which makes it incredibly easy to look for the right information, and even topics related to, with just one keyword.

This keyword need not necessarily be the main topic but the search ability is so good that the exact article or information agent is looking for comes up in seconds.This makes an agents work 10x easier.

2. Reduction in AHT

It is quite evident that average handling time of a query will be reduced when decision trees sort customer queries quickly. We say so because decision trees help in delivering answers quickly.

A well scripted decision tree acts as a quick source of eliminating or checking answers by connecting information of the customer stored in CRM and thus decreases time spent interacting for any query.

Apart from pre-eliminating, even with no existing database, decision trees are designed for ease of conclusion within less than 7 steps of questions. The software is such that it helps link to other related sources to reduce time spent.

3. Reduction in operational cost

Calling an agent & waiting for long costs double the time of chat, therefore when queries are solved within few clicks it will automatically cut operational cost as lesser manpower will be required.

Less man power doesn’t necessarily mean decrease in attending or managing calls.It means that in the course of implementing decision tree software you would not need to hire more personnel in case of heavy traffic.

This means increased efficiency with added benefit of not having to invest in several software that do different work, but just one place where everything can be found.

4. Unified flow of information across touch-points

Embedding decision trees tool in an organization’s knowledge base can serve unified flow of information across different touch-points such as websites, applications, etc. Same information will be circulated across all channels resulting in uniformity of data.

This is a benefit both internally and externally. This ensures transparency across various levels of organisation internally. Everyone within the organisation is aware of what there is to offer.

Externally customers benefit from seeking help from any touch-point of their convenience. The unified source of information all originates from one source and no information goes missing from anywhere.

Decision trees not only assist agents in handling issues but also empower customers in resolving their queries themselves. Also, many entrepreneurs believe in confidentiality of information to which the admin can monitor and control the access rights by assigning the roles and responsibilities at each designation and each department. Self-service is pitched in here for unified CX empowering customers to troubleshoot issues themselves.

Why should you implement a knowledge base backed decision tree software ?

  • Decision trees make it easier for on-boarding of new hires as well as tenured agents to improve their efficiency & productivity.
  • With a hassle proof environment, handling of query becomes smooth hence providing a sigh of relief to the agents.
  • Self-service is another feature that empowers customers to solve queries themselves.
  • AI-backed chatbots with natural language processors support customers for resolving their issues in their preferred language.

Longevity of any business depends upon great customer experience. Therefore, the long-term sustainability of a brand can only be achieved with smooth decision-making combined with gratified CX. All of this can be accomplished by inheriting decision tree tools in an organization.

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