Decision Trees

Updated On: Apr 1, 2024

Troubleshooting Tree And Its Uses In Customer Service

Reading-Time 8 Min


As seen in many sci-fi and thriller movies, it is the fear of the unknown that makes the whole scenario uncomfortable. The more elements you know before the showdown, the greater your chances of success.

You’ll find a similar scenario in the business of customer service. When you are handling customers on the other end of a call that can impact your business, you need to put your best foot forward. The timely delivery of the right information is critical for making the right decision.

Luckily, you can rely on troubleshooting trees in customer service. Troubleshooting trees for customer service help you follow a structured path to resolve customer queries by providing the fastest and most accurate resolution possible. They can be used in many ways to help customers find the answers to their questions when they need them the most.

Here is all you need to know about troubleshooting trees and their use in customer service.

What is a troubleshooting tree?

A troubleshooting tree is a formal system that shows a guiding path to resolve customer queries in a structured manner. The role of a troubleshooting tree is to empower the customer service agent to follow a tried and tested route to resolving queries.

As the name suggests, an interactive troubleshooting tree is usually a mix of the structure of a flowchart and a tree. This would mean that the structure takes you from point A to point B, i.e., from the query stage to the resolution stage. However, it will also have branches to help you collect the right information to arrive at a quick resolution.

  • An interactive decision tree for customer service is useful because it evolves as per the conversation with the customer. For instance, if the consumer wants to return their mobile device, it would show various scenarios the customer service representative expects to cover. It could be the date of purchase, receipt availability, the reason for return, or even the possibility of exchange.
  • On top of that, with improving technological solutions, customer service trees now use advanced tools like an AI-powered knowledge base. These technologies learn from customer conversations and amass a wealth of data, helping the interactive troubleshooting tree evolve quickly.
  • The success of an interactive tree for customer service lies in covering every possible scenario a customer may face. The tree would be less able to help your clients if it created leaves out of only a few customer scenarios.
  • Companies looking to create troubleshooting trees for customer service with minimal effort and no coding experience can find interactive solutions on a knowledge management platform. While it will also suggest possible scenarios, it is better to have a clear understanding of the business to identify the possible pain points of the customer.

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Uses of troubleshooting tree in customer service

There are several uses of troubleshooting trees in customer service. For instance, you can expect a troubleshooting tree to create a win-win scenario for your business and the client. The customer would get a better experience, and you can expect cost savings.

Here are some of the ways that you can use an interactive troubleshooting tree for the customer service function of your business:

1. Reduces time to resolution

Increased time to resolution is a matter of great concern for even the most experienced customer service representatives. Luckily, using an interactive tree for customer service equips agents with the steps to be followed in multiple scenarios. It provides representatives with the right information at the right time, reducing resolution time. 

As agents can answer more queries in the first stage of interaction itself, they would be able to achieve reduced time to resolution for the customers

2. Creation of self-service solution

One of the best use cases for troubleshooting trees is to create a self-service solution that can be deployed via various routes like an IVR, chatbot, or website. Once you have covered the possible scenarios that a customer can face, you can cover them in any deployment mechanism and provide a self-service solution to the customer.

A customer self-service portal helps consumers find answers to the most commonly asked questions regarding a product or service. In fact, it’s now gotten to the point where an increasing number of customers prefer self-service solutions to traditional solutions like phone or email. 

As a result, businesses need to cater to this preference and create self-service tools that answer multiple customer scenarios, empowering their clients to find possible solutions.

3. Structured resolution

No customer likes a back-and-forth interaction. Rather, consumers prefer a structured resolution to their queries. An interactive troubleshooting tree does away with ping-pong communication and helps your customer support team follow a structured path to customer resolution.

Using the troubleshooting tree in customer service is relevant because of the dynamic nature of the conversation. As your customer interacts in real-time with the support executive, you need to provide the right resources to your team that acts as a guide for resolving customer queries in a structured manner.

4. Provides a consistent experience

An interactive decision tree software for customer support activities helps deliver a consistent experience to the customer. Providing an element of constancy in customer interactions is critical for any business operation.

In case the customer faces any issue in the future, you can effortlessly offer them a similar or better experience, irrespective of the agent handling the case

Using a troubleshooting tree for customer service helps you remove the uncertainty from the interaction between your clients and the customer service team. It gives customers the reassurance of a business they are familiar with, directly contributing to your company’s growth.

5. Better compliance

You could achieve better compliance by integrating a troubleshooting tree in your customer service activities. You may need to follow a few regulations and check a few boxes as you handle customer queries; these solutions will prompt the agent at the right stage to maintain compliance with the regulations.

This is a useful way to ensure that your business is on the right side of things when it comes to compliance.

6. Increases customer satisfaction score

Using an interactive tree for customer service helps increase customer satisfaction scores in the long run. Each time the customer is provided with a structured resolution quickly, that too in a consistent ecosystem, you can expect more satisfied customers.

The last word

With the above use cases, it becomes apparent that troubleshooting trees are a boon for both agents and customers. They help your support team uncover the possible unknown elements, effectively eliminating the fear of the unknown as they step into the numerous calls with the customers.

You can create troubleshooting trees for various scenarios your customer service team faces using a knowledge management platform. With the intuitive and no-code solutions available on a platform like Knowmax, you can easily create these trees that help your team provide better service.

Jayanti Sabdani

Content Marketer

Writer. Storyteller. Literature Enthusiast. Jayanti leads content marketing initiatives at Knowmax and amalgamates in-depth research, interviewing, and product messaging to craft marketing content. When not working, she can still be found writing ( because that’s what she loves), reading, and trying out different cuisines.

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