Yonyx
Decision tree driven Interactive guides for customer service
4.8 /5 (103 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
Pricing options
http://corp.yonyx.com/pricing
Yonyx Features
Media
Yonyx Reviews
Yonyx Reviews
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.
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.
Yonyx review
Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.
Good for Inbound Calls
I like the feedback option in Yonyx. Overall - great tool to help optimize operations.
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.
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Providing Self-Service to our Dealer Network
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.
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.
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
Yonyx review
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!
Good for Inbound Calls
I like the feedback option in Yonyx. Overall - great tool to help optimize operations.
Pros
Yonyx is quick to help with incoming calls, and updating information in real time.
Cons
The one thing I like least about Yonyx is that the script is easily picked up/consumers already know what I am going to say (I can also expect what I will be asked and I can tell which services use Yonyx now).
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.
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.
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Yonyx Pricing
Yonyx Pricing
http://corp.yonyx.com/pricing
http://corp.yonyx.com/pricing
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Yonyx Features
Yonyx Features
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Categories
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: US$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:
Small Business, Large Enterprises, Non Profit, Freelancers, Mid Size Business
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 B2C Service, 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
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.