About 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
Key benefits of Yonyx
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
Devices
Business size
Markets
Australia, Canada, China, Germany, United Kingdom, India, United States and 2 others
Supported Languages
Arabic, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Thai and 15 others
Images
Features
Total features of Yonyx: 35
- API
- Access Controls/Permissions
- CRM Software
- Call Center Management
- Call Scripting
- Cataloging/Categorization
- Collaboration Tools
- Computer Telephony Integration
- Content Management System (CMS) Software
- Customer Service Analytics
- Decision Support Software
- Document Storage
- Email Management Software
- FAQ
- Feedback Management
- Full Text Search
- Help Desk Management
- Inbound Call Center
- Internal Chat Integration
- Knowledge Base Management
- Knowledge Management Software
- Opportunity Management
- Performance Metrics
- Reporting/Analytics
- Request Escalation
- Routing
- Rules-Based Workflow
- Search/Filter
- Self Service Portal
- Text Editing
- Virtual Assistant
- WYSIWYG Editor
- Web-based Deployment
- Website Integration
- Workflow Management Software
Alternatives
Zingtree
User.com
Bitrix24
Agile CRM
Reviews
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- Industry: Machinery
- Company size: 1,001-5,000 Employees
- Used Weekly for 1+ year
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
Providing Self-Service to our Dealer Network
Reviewed on 2016-09-13
We use Yonyx to provide troubleshooting and start-up assistance of our products to our dealers. ...
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.
- Industry: Financial Services Software
- Company size: 1,001-5,000 Employees
- Used Weekly for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 8.0 /10
As a software developer
Reviewed on 2019-08-19
I have been developing with Yonyx for a couple of weeks now. I very much enjoy working with these...
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
Alternatives Considered
ZingtreeReasons for Switching to Yonyx
The quality of the available APIs for custom integrations.- Industry: Consumer Services
- Company size: 10,000+ Employees
- Used Daily for 1-5 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 6.0 /10
Yonyx review
Reviewed on 2020-07-27
Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.
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!
- Industry: Computer Networking
- Company size: 1,001-5,000 Employees
- Used Daily for 6-12 months
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 9.0 /10
AMAZING SOFTWARE!
Reviewed on 2021-07-27
Pros
That helps me to save time, I am more efficient using the troubleshooting tree during difficult calls.
Customers are more happy at the end as I can provide faster solutions.
the team behind the software always take actions on the suggestions really fast, so the improvement is exponential.
Cons
The esthetic of the software should improve, also is needed some shortcuts for some core information, so you can find faster the information.
- Industry: Information Technology & Services
- Company size: 501-1,000 Employees
- Used Daily for 2+ years
-
Review Source
Overall rating
- Value for Money
- Ease of Use
- Customer Support Software
- Likelihood to recommend 10.0 /10
Unbeatable Employee Guidance
Reviewed on 2020-05-08
I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our...
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.
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:
- Pricing model: Free Version, Subscription
- Free Trial: Available
http://corp.yonyx.com/pricing
Q. Who are the typical users of Yonyx?
Yonyx has the following typical customers:
Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+
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. Does Yonyx support mobile devices?
Yonyx supports the following devices:
Android (Mobile)
Q. What other apps does Yonyx integrate with?
Yonyx integrates with the following applications:
Desk.com, Freshdesk, NetSuite, Oracle B2C Service, Oracle Service, Salesforce Service Cloud, ServiceNow, Zendesk
Q. What level of support does Yonyx offer?
Yonyx offers the following support options:
Phone Support, 24/7 (Live rep), Chat
Related categories
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