The benefits of diagnostic guides

What netoftrees means for you

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A self-help that emulates a sophisticated human support.

A diagnostic guide will take a consumer by the hand and walk them, step by step, through diagnosing a problem, by asking questions, and asking more and more questions, until together they drill down, by a process of elimination, to where the fault lies. They'll investigate potential solutions. If those don't work, they'll then open up another set of questions, until they know what the problem is and how to solve it. Just as if it were an expert human agent leading the process. Reducing costs.

Shorten training

Someone could walk in off the street - and right away start working the helpdesk.

Diagnostic guides don't just help your consumers. They can also guide your agents as they help your consumers. So a new starter can get productive very quickly. Shorten training, covering recruitment shortfalls.

Reducing stress

Clear direction - leads to a greater consumer sense of achievement.

Diagnostic guides are simplified into discrete steps. They are presented to your consumers, one at a time, with just the information needed to complete that step. By simplifying and focusing you reduce information and choice overload. Less stress, mistakes, mean higher consumer satisfaction. Improving consumer experience and satisfaction.

Eternalising expertise

Lock down expert knowledge - prevent its loss with staff turnover.

Netoftrees was designed to manage unlimited knowledge and be accurate. Take advantage of that, lock in all the knowledge you can, insure against expert staff loss, so when they leave, their knowledge remains.

Furthermore, once you've built a guide, it is there for good, and will keep on paying returns. Shorten training, save time and costs.

Adapting fast

Scale to emergencies - adapt to changes fast.

Human agents can't scale to an emergency, and emergencies place huge stress on your support team. Netoftrees can be scaled up and down fast.

When you update a map, the updates can be cascaded to all the diagnostic guides that reference it. When new circumstances, laws, emergencies arise, it is easy to update your whole system to match. Reducing costs and improving consumer experience and satisfaction.

Covering edge-cases

Add edge-cases - at the point of encounter.

Define the best ways to deal with edge-cases when they occur. Diagnostic guides can be tailored to meet all the variance you could find, without duplication of instructions. This is practically impossible with flat documents like PDFs. Reducing costs and improving consumer experience and satisfaction.

Experts are rare

Experts are a very limited resource - so worth sharing.

Use your experts to grow and maintain your knowledge bank, Netoftrees was designed to support them, not replace them. Their knowledge, available as step-by-step guides, can be shared simultaneously with thousands, each with the same level of care as if they were one-to-one with an expert. Reducing pressure on your staff, saving on time and costs.

Consumers shouldn't build

Experts should build solutions - not your consumers.

Don't force your consumers to mix-and-match from your articles to meet their circumstance. Tailor for them instead. Experts understand the products being supported, your consumers don't. With diagnostic guides experts can add any number of permutations or variations on a solution, without duplicating instructions. And once it is there, it is there for good. Improving consumer experience and satisfaction.

Guides are accurate

Diagnostic guides are accurate - AI is not.

Diagnosing a complex problem can involve scores of steps. Compounding inaccurate steps exacerbates the errors. If it is not accurate it will lose consumer confidence quickly and be avoided, like chatbots. Improving consumer experience and satisfaction.

Agents range in ability

Human agents range in ability - diagnostic guides don't.

A source of irritation for consumers is the lucky dip as to which one you will get. In contrast diagnostic guides are consistent, accurate, reportable, available around the clock without queues. Improving consumer experience and satisfaction.

Full history

Full consumer history.

If a consumer needs to be forwarded to a human agent, perhaps because the problem has no solution in the map yet, then the human agent can see the full path attempted and make sure they don't repeat it. As maps are easily editable, once the agent has finished the call they can add the solution to the relevant map, and the next consumer with that problem won't need to speak to an agent. Reducing costs and improving consumer experience and satisfaction.

Self-help is low-cost

Most consumers prefer to help themselves - give them the opportunity.

And reduce your costs.