Yonyx

Decision tree driven Interactive guides for customer service

4.8 /5 (99 reviews) Write a Review!

Yonyx Overview

What is Yonyx?

PROBLEM:
Your level 1 customer support consists of largely repetitive issues, but despite constant training & investment in developing thousands of knowledgebase articles, you find it hard to deliver consistent service with high CSAT rating within your budget!

You have published all sorts of information from your portal for customer self-service but the usage is very low. Customers complain they have a hard time finding the right article and if they do find one – it is intimidating going through it while skipping over sections not relevant to them!

Is there a better way?

SOLUTION:
Yonyx provides a solution to this problem by enabling organizations to create interactive guides in the form of multimedia flowcharts. Unlike traditional call scripts used in call centers, Yonyx Interactive Guides truly provide a navigational aide to Agents – as they help customers along known resolution pathways.

When used for Internal use by the Organization, Agents see a 15% improvement in their productivity – as they no longer have to search among thousands of articles to help customers, or convert linear articles into conversation with customers. At the end of each incident, they can generate a transcript of their customer interaction with the click of a button saving precious minutes of documentation with each call.

Customers love to go through Yonyx Interactive Guides as they see information presented to them incrementally. Due to the interactive nature of these guides & the rich multimedia content each step can contain, the information is always relevant to customers and easy to follow. Organizations see a substantial increase in usage of customer self service whey they deploy Yonyx interactive guides!

To learn more, please visit http://corp.yonyx.com

Yonyx Overview

Pricing

Starting from
$100.00/month

Pricing options

Free Trial
Subscription
Value for money

http://corp.yonyx.com/pricing


Yonyx Features

Devices
Business size
S M L
Markets
United States, Canada, United Kingdom, Australia, China, India, Germany
Supported Languages
Arabic, Danish, Dutch, English, Finnish and 15 others, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Thai

Media

Decision Network Architecture (DNA) gives flexibility not possible in decision trees
YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow
Responsive User View of guides can be embedded in an iFrame or used through Mobile devices
Yonyx OneClick Transcript captures the path traversed by a User through the guide.
SimpleSolutionTree
Yonyx screenshot: Decision Network Architecture (DNA) gives flexibility not possible in decision trees Yonyx screenshot: YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow Yonyx screenshot: Responsive User View of guides can be embedded in an iFrame or used through Mobile devices Yonyx screenshot: Yonyx OneClick Transcript captures the path traversed by a User through the guide. Yonyx screenshot: SimpleSolutionTree

Yonyx Reviews

Yonyx Reviews

Overall rating
4.8
/
5
Excellent
78

Very good
20

Average
1

Poor
0

Terrible
0

Value for Money
4.7
Features
4.7
Ease of Use
4.8
Customer Support
4.8
99% recommended this app
Wes B.

Providing Self-Service to our Dealer Network

We use Yonyx to provide troubleshooting and start-up assistance of our products to our dealers. While we have manuals, documentation, procedures, etc, it works so well to let our people "choose" what they need help with. And without needing to flip pages back and forth in a manual as they progress (we all know how that is "go to page 9, and it says go to page 112, which may take you to another page, okay now where was I?", instead "BOOM" we take them directly to answers they want and quick back click, they continue onward.

Yonyx has been more than just an external guide for my company, it is a training tool. Instead of doing lecture and powerpoints, I open up our Yonyx guides and use them as well, as they have more incorporated photos than my manuals do. And again, why flip back and forth through a technical manual, when a Yonyx page can provide "choices" for answers, and in one click, take you to it.

When I first looked around for some type of Online Flowcharting, I was surprised at all the flowchart software, but so limited on something that I could use for our network to provide an easy interactive decision flowchart tool to create easy and quick hyperlink web pages.

Yonyx is a great tool for providing easy Interactive Flow Charting. They have the best auto expanding decision map view that I have seen. No, trying to create a flow map on your own. Add more decisions, statements, and Yonyx adjusts the map for you. No clutter.

Overall, I have been very happy with the ease of creating some lengthy guides.


Eric M.

As a software developer

I have been developing with Yonyx for a couple of weeks now. I very much enjoy working with these APIs and the platform in general. The user interface for designing decisions trees is extremely easy to use and teach to others. The API documentation is very good too, I have worked with many companies that charge even more for their software integrations, but have terrible documentation or support when it comes to implementation. So far with Yonyx, everything has worked as we expected it to, and the resources provided to integrate from start to finish are very complete and easy to work through. I would definitely recommend to others looking for some sort of decision tree solution, with support for completely custom integrations.


Jamie T.

Yonyx review

Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.


Ken V.

Unbeatable Employee Guidance

I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our help desk agents and field technicians as they work to restore connectivity and service to our customers. Their product and team are the best.


Brooklyn O.

Multipurpose Tool

My experience with Yonyx has been great. It allows call centers to provide versatility in scripting.


Wes B.
Industry: Machinery
Company size: 1,001-5,000 Employees

Providing Self-Service to our Dealer Network

Used Weekly for 1+ year
Reviewed on 9/13/2016
Review Source: GetApp

We use Yonyx to provide troubleshooting and start-up assistance of our products to our dealers. While we have manuals, documentation, procedures, etc, it works so well to let our people "choose" what they need help with. And without needing to flip pages back and forth in a manual as they progress (we all know how that is "go to page 9, and it says go to page 112, which may take you to another page, okay now where was I?", instead "BOOM" we take them directly to answers they want and quick back click, they continue onward.

Yonyx has been more than just an external guide for my company, it is a training tool. Instead of doing lecture and powerpoints, I open up our Yonyx guides and use them as well, as they have more incorporated photos than my manuals do. And again, why flip back and forth through a technical manual, when a Yonyx page can provide "choices" for answers, and in one click, take you to it.

When I first looked around for some type of Online Flowcharting, I was surprised at all the flowchart software, but so limited on something that I could use for our network to provide an easy interactive decision flowchart tool to create easy and quick hyperlink web pages.

Yonyx is a great tool for providing easy Interactive Flow Charting. They have the best auto expanding decision map view that I have seen. No, trying to create a flow map on your own. Add more decisions, statements, and Yonyx adjusts the map for you. No clutter.

Overall, I have been very happy with the ease of creating some lengthy guides.

Pros

While many of my dealers would like an "App", for offline usage, they forget all the data involved which could make for a big download. Being "cloud" based, it is easy for me to change information and the next time they use the guide, it is "up to date" and not using old information by accident.

Cons

Would be nice to add "scoring" as I have seen, for feedback or using to provide an answer for a tally. I could use this for a teaching or quiz versus paper copies or using something like surveymonkey.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 9.0/10

Eric M.
Industry: Financial Services
Company size: 1,001-5,000 Employees

As a software developer

Used Weekly for 1-5 months
Reviewed on 8/19/2019
Review Source: Capterra

I have been developing with Yonyx for a couple of weeks now. I very much enjoy working with these APIs and the platform in general. The user interface for designing decisions trees is extremely easy to use and teach to others. The API documentation is very good too, I have worked with many companies that charge even more for their software integrations, but have terrible documentation or support when it comes to implementation. So far with Yonyx, everything has worked as we expected it to, and the resources provided to integrate from start to finish are very complete and easy to work through. I would definitely recommend to others looking for some sort of decision tree solution, with support for completely custom integrations.

Pros

Great API Documentation
Very Easy To Use
Very Easy To Train on
Great Functionality

Cons

The online dashboard
Some of the training videos could use some refinement

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 8.0/10

Jamie T.
Industry: Consumer Services
Company size: 10,000+ Employees

Yonyx review

Used Daily for 1-5 months
Reviewed on 7/27/2020
Review Source: Capterra

Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.

Pros

For the most part, this software is an invaluable tool. There are consistent errors but familiarization with the product helps to make those errors less of a problem. I use Yonyx daily for up to 150 calls a day and its the best system I've used.

Cons

I would like to be able to submit requests about specific scripting and be able to make slight edit requests as simply as touching a button and submitting the change for a request.

Response from Yonyx

Dear Jamie

Thank you for your review below. An option to provide feedback to Authors does appear below every step in every path of the script. Perhaps you may not have noticed it?

Once again, we thank you for your valuable feedback & appreciate you taking the time to share it with us!

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 6.0/10

Ken V.
Industry: Information Technology & Services
Company size: 501-1,000 Employees

Unbeatable Employee Guidance

Used Daily for 2+ years
Reviewed on 5/8/2020
Review Source: Capterra

I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our help desk agents and field technicians as they work to restore connectivity and service to our customers. Their product and team are the best.

Pros

I love Yonyx overall. Their team is what I like the most. They are very helpful and receptive. Very capable people and knowledgeable.

Cons

The new navigation was a bit of a challenge for me, however getting used to the new interface it is no longer a problem. I feel it will be a benefit to everyone.

Response from Yonyx

Dear Ken

Thank you for your feedback! We appreciate your support.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend: 10.0/10

Brooklyn O.
Industry: Real Estate
Company size: 501-1,000 Employees

Multipurpose Tool

Used Daily for 2+ years
Reviewed on 5/8/2020
Review Source: Capterra

My experience with Yonyx has been great. It allows call centers to provide versatility in scripting.

Pros

The versatility of this software is one of the most appealing features, as well as it's ease of use.

Cons

Once in a blue moon we might experience connection issues within Yonyx where you can get a frozen screen. This is usually fixed by closing and reopening.

Response from Yonyx

Dear Brooklyn

Thank you for your feedback. We really appreciate your support!

Rating breakdown

Value for Money
Ease of Use

Likelihood to recommend: 10.0/10

User recommendation
9/10
Based on 99 user ratings
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Yonyx Pricing

Yonyx Pricing

Starting from
$100.00/month
Free Trial
Subscription
Value for money

http://corp.yonyx.com/pricing

http://corp.yonyx.com/pricing

Value for Money
4.7/5
Based on 99 user ratings
Compare value for money rating with alternatives
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Yonyx Features

Yonyx Features

API
Activity Dashboard
Activity Tracking
Automatic Notifications
Calendar Management
Contact Management
Custom Fields
Customer Database
Customizable Branding
Customizable Reporting
Customizable Templates
Data Import/Export
Electronic Payments
Email Integration
Real Time Data
Reminders
Reporting & Statistics
Social Media Integration
Surveys & Feedback
Third Party Integration
Features
4.7/5
Based on 99 user ratings
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Categories

Additional information for Yonyx

Additional information for Yonyx

Key features of Yonyx

  • Call center agents can give feedback & compliments to Author
  • Completely responsive design
  • Cumulative Traversal Analytics
  • Cut training cost by half
  • Decision tree driven guidance & enforcement
  • Deflect incoming calls
  • Embed Yonyx guides into any website
  • Excellent solution for HR self service content
  • Feature rich yet compatible with all browsers
  • Guides accessed from within CRM system
  • Improve Customer Satisfaction
  • Improve consistency of service delivered
  • Improvement in First Call Resolution
  • Integrated with 3rd party CRM & home grown systems
  • Linear & Non-linear knowledge
  • Mobile access for field technicians & sales
  • Reduce Training Costs
  • Tickets escalated from Yonyx guides with detailed transcript

Benefits

1. Reduction in AHT (Average Handle Time)
2. Reduction in repeat calls % - i.e. Improvement in First Call Resolution (FCR)
3. Improvement in CSAT
4. Reduction in Training Costs
5. Deflection of calls by effective customer self service

Yonyx FAQs

Yonyx FAQs

Below are some frequently asked questions for Yonyx.

Q. What type of pricing plans does Yonyx offer?

Yonyx offers the following pricing plans:

Starting from: $100.00/month

Pricing model: Subscription

Free Trial: Available

http://corp.yonyx.com/pricing

Q. What are the main features of Yonyx?

Yonyx offers the following features:

  • Call center agents can give feedback & compliments to Author
  • Completely responsive design
  • Cumulative Traversal Analytics
  • Cut training cost by half
  • Decision tree driven guidance & enforcement
  • Deflect incoming calls
  • Embed Yonyx guides into any website
  • Excellent solution for HR self service content
  • Feature rich yet compatible with all browsers
  • Guides accessed from within CRM system
  • Improve Customer Satisfaction
  • Improve consistency of service delivered
  • Improvement in First Call Resolution
  • Integrated with 3rd party CRM & home grown systems
  • Linear & Non-linear knowledge
  • Mobile access for field technicians & sales
  • Reduce Training Costs
  • Tickets escalated from Yonyx guides with detailed transcript

Q. Who are the typical users of Yonyx?

Yonyx has the following typical customers:

, , , ,

Q. What languages does Yonyx support?

Yonyx supports the following languages:

Arabic, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Thai

Q. What type of pricing plans does Yonyx offer?

Yonyx has the following pricing plans:

Subscription

Q. Does Yonyx support mobile devices?

We do not have any information about what devices Yonyx supports

Q. What other apps does Yonyx integrate with?

Yonyx integrates with the following applications:

Freshdesk, NetSuite, Oracle RightNow Contact Center Experience, Oracle Service Cloud, Salesforce Service Cloud, ServiceNow, Zendesk, Zendesk

Q. What level of support does Yonyx offer?

Yonyx offers the following support options:

Phone Support