Yonyx

Yonyx

Decision tree driven Interactive guides for customer service

4.8/5 (88 reviews)

Yonyx Overview

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

Pricing

Starting from
US$6,00/month
Pricing options
Free Trial
Subscription
Value for money

Devices

Business size

S
M
L

Markets

Asia, Australia, Canada, China, Europe and 4 others, Germany, India, United Kingdom, United States

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

Yonyx Reviews

Overall rating
4.8/5
100% positive reviews
70
Excellent
18
Very good
0
Average
0
Poor
0
Terrible
Wes B.

Providing Self-Service to our Dealer Network

Used Weekly for 1+ year
Reviewed on 2016/09/13
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
Eythan S.

Perfect Troubleshooting Tool

Used Daily for 1+ year
Reviewed on 2018/09/19
Review Source: GetApp

Pros

Yonyx makes it so I rarely have to think when troubleshooting customer issues. Take any common issue you have to fix with your customers, lay out all the steps to investigate / fix the issue in order, and then just follow them like a "choose your own adventure" book. I use it every single day, even with troubleshooting that I've done hundreds of times, because Yonyx will remind me to check the things that I can forget. Yonyx has never been down in the year that I've used it, never given me login issues, it's never disappointed me.

Cons

I literally can't think of a bad thing to say, in my use of this product I have never run into anything that I could improve or that I would change.

Rating breakdown

Ease of Use

Likelihood to recommend

10.0/10
Verified Reviewer

Great Product backed by Great Support

Used Weekly for 2+ years
Reviewed on 2016/09/13
Review Source: GetApp

We have been one of the early adopters of Yonyx and It has come a long way since. We use this for our customer facing Knowledge needs creating Yonnices for targetted use cases for Upgrade planners, New feature and release enablements and troubleshooting complex issues, where traditional kKB articles do not add value. The beauty of Yonyx is that you can plug-in a video or a screen-shot or reference an existing document at any stage of the guide and make it very interactive

Pros

Great Support
Continuous enhancements over years based on customer feedback.
Easy Integration with CRM system for seamless channel escalation
Ease and use and Interactive
Great value for money

Cons

It could be a bit time consuming to create a Yonyx guide based on the complexity of the Issue.
The admin console could be a bit more user-friendly.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

8.0/10
Verified Reviewer

Wonderful for my troubleshooting needs!

Used Daily for 6-12 months
Reviewed on 2018/09/20
Review Source: GetApp

Pros

Easy to use, clear and concise layouts. We use primarily for troubleshooting guides (internally) for our products, and it is an invaluable resource for our reps. The layout is clean and easy to read, and makes it easy to find what the rep needs quickly and easily. The multi-level layout is perfect for helping our newer reps walk through certain situations that are new to them, without our customers hearing any lack of confidence in the answers they're receiving.

Cons

So far, we have not found any reason to complain! Very much enjoy it. I do not participate in the creation of our pages, so I cannot speak to that, but as a user, I've found it perfect for our needs.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10
Verified Reviewer

Great platform. Super user friendly!

Used Daily for 6-12 months
Reviewed on 2018/09/19
Review Source: GetApp

Pros

Before Yonyx was implemented we had to flip through a paper script which was very frustrating cause sometimes you would have to flip back and forth from page to page and get completely lost. With Yonyx our script automatically pulls up the correct info that we need and has tabs to take you step by step. It made my job so much easier and more efficient. I LOVE Yonyx and highly recommend it to anyone looking for a fast and easy system to increase their productivity.

Cons

Maybe some sub tabs. Sometimes I click on the wrong tab and would like it to go back to a certain point I was at in the script, instead of having to keep clicking backwards.

Rating breakdown

Value for Money
Ease of Use
Customer Support

Likelihood to recommend

10.0/10

Yonyx Pricing

Starting from
US$6,00/month
Pricing options
Free Trial
Subscription
Value for money

http://corp.yonyx.com/pricing

Yonyx Features

  • API
  • CRM Integration

  • Activity Dashboard
  • Activity Tracking
  • Automatic Notifications
  • Calendar Management
  • Custom Fields
  • Customer Database
  • Customizable Branding
  • Customizable Reporting
  • Customizable Templates
  • Data Import/Export
  • Electronic Payments
  • Email Integration
  • Mobile Integration
  • Real Time Data
  • Reminders
  • Reporting & Statistics
  • Social Media Integration
  • Third Party Integration

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

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$6,00/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:

Freelancers, Large Enterprises, Mid Size Business, Non Profit, Small 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, Microsoft Dynamics CRM, 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