Yonyx

4.7 (214)
Decision tree driven Interactive guides for customer service

Overall rating

4.7 /5
(214)
Value for Money
4.7/5
Features
4.7/5
Ease of Use
4.7/5
Customer Support Software
4.8/5

98%
recommended this app
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214 Reviews

Christine
Overall rating
  • Industry: Professional Training & Coaching
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

Development of a decision tree embedded in a stand alone website

Reviewed on 17/12/2015

After some searching for an appropriate software that allows one to build decision trees of any size I was very glad when I found Yonyx. Yonyx enabled me to keep an overview of the decision tree I had put together. To have such an overview is difficult to achieve as I had learned previously before coming across Yonyx. It took me a little bit of time to find my way around the software but I had the good fortune to have the brilliant support of Yonyx. At this moment we are still overcoming some technical problems before the actual launch of the website but I am sure that with Yonyx excellent support I am confident this will be done somethly and quickly.

Pros

The technical support is second to none. Sanjay Bajaj, who is my contact in the support team, is only an email away and any difficulties are solved by arranging a mutually agreeable date and time and by then talking to one another via GoToMeeting. This personal touch and the positive approach to solving any problems encountered is for me the most important feature of this product.

Cons

I am not sure if this would be possible but I think it would help if there was only one type of box in the overview view rather than a blue and a grey one.
I believe short videos on how to do and/or find certain "things" would help, especially on the functionalities "hidden" in the wheel.

Hamid
Overall rating
  • Industry: Real Estate
  • 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 8.0 /10

Yonyx Review

Reviewed on 20/10/2022

Yonyx is an overall good experience. I genuinely feel that user feedback is helping the system a lot with understanding what the user needs. It HAS improved dramatically over the last few months. However, more emphasis needs to be put on making appropriate legal disclaimers more easily accessible. It would also be helpful if we had a widget to submit feedback instead of having to include the link to the lead page every time.

Pros

It definitely brings value to a CSR by allowing them to follow a very organized process and structure. It provides a strong foundation for someone with great social skills and attention to detail.

Cons

It leaves too much room for error. There are technical issues and although they may not be very frequent, someone with less technical knowledge (who can be a great CSR) can run into random critical errors. Our role is vital for maintaining legal disclaimers and the software can create an issue for us by accident. Also, if those situations are not handled properly by the user (CSR), they can be disciplined for issues that may result in technical ignorance. Also, for the company, it can lead to accidental legal issues that should be avoided at all costs. I have had to submit feedback for errors to justify mistakes, which can add to a lot of unnecessary stress and work for all parties involved.

Jamie
Overall rating
  • 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 27/07/2020

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!

Michael
Overall rating
  • Industry: Entertainment
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Yonyx for Technical Support

Reviewed on 01/11/2022

Pros

Product is easy to use with enough depth to allow for customization.

Cons

Would like to see an updated task list. The task list cannot be easily exported with all the comments. It also cannot be sorted based on date or guide. Would also like to see more filtering abilities for the images. For example filtering images by the guide they are used in.

Alternatives Considered

Zingtree
Brandon
Overall rating
  • Industry: Consumer Services
  • Company size: 5,001–10,000 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

Yonyx is a must-have!

Reviewed on 01/11/2022

Pros

Yonyx is great and makes my day-to-day job much easier! It's helps me stay more organized

Cons

Some things can Yonyx can be condensed to make navigating easier and quicker.

Tiffany
Overall rating
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 9.0 /10

Essential for My Work

Reviewed on 14/09/2022

Yonyx is essential to my work at a call center and is a central part of helping me do my job well.

Pros

Yonyx is very intuitive to use, and I find it very easy to navigate through the scripting. It is very dependable, and I don't experience bugs very often.

Cons

Sometimes the names that populate in Yonyx are incorrect. However, this isn't a huge issue, and I can work around it.

Josh
Overall rating
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great Scripting Software.

Reviewed on 01/11/2022

Pros

These are my personal opinions and do not reflect the views of my employer. I think it is a great software for easy flow though scripts.

Cons

Pretty good all around on my end. No real Cons.

Mubarak
Overall rating
  • Industry: Automotive
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Awesome creative application

Reviewed on 03/01/2023

In my daily routine , I will be suggesting the yonyx to my field engineers and technicians to trouble shoot the technical problems which they are facing in the field service. Really it's a awesome feature to use.

Pros

This is the first out sourcing product application I have used, after a few days of usage I'm really addicted to use, its very ease to use and trouble shoot the problems to the beginners in the company as well as it is feast to the persons like me who like to learn and implement new step .

Cons

The best thing I have used recently. Only one thing I want you add is video reference. till now the yonyx having the words and picture reference for the user, If you give new feature like video reference , it will be best thing.

Pritam
Overall rating
  • Industry: Telecommunications
  • 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 9.0 /10

One of the best software for end user and for content management

Reviewed on 01/11/2022

Easy to access the information. User friendly. Easy to adapt to the software.

Pros

1) The usage of yonyx for the end user is very simple and systematic.2) Content quality and content management experience is great.3) Easy access is one of its prime features. The scope of content moderation is fantastic.4) Content management, ease of adaptability of this software is great.5) It is a value for money experience for the end user.

Cons

1) Color scheme, choice of schematic or diagram is available for users.2) Choice of text style and font size or diagram is available for users.2) The content selection process or content disposal process could have been in the flow chart or diagram. It would look better.

Mary
Overall rating
  • Industry: Consumer Services
  • Company size: 10,000+ Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Great company and product

Reviewed on 01/11/2022

Pros

Can always reply on the script for accurate information. Yonyx had never let me down.

Cons

Loads a bit slow at times. Wish the script popped up before the lead but still useful.

Eythan
Overall rating
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Perfect Troubleshooting Tool

Reviewed on 19/09/2018

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.

Verified Reviewer
Overall rating
  • Industry: Computer Hardware
  • Company size: 51–200 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Wonderful for my troubleshooting needs!

Reviewed on 20/09/2018

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.

Eugene
Overall rating
  • Industry: Online Media
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

Yonyx is a great platform that has really good support

Reviewed on 01/11/2022

Mostly good.

Pros

I love their support's accessibility to answer questions. They are super knowledgeable, and are incredibly responsive.

Cons

I I don't like our inability to connect the survey results to the individual "calls" that are created in our CRM.

Sandra
Overall rating
  • Industry: Internet
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Useful Database for tech calls

Reviewed on 16/12/2022

Good - I was able to read it and give accurate advice to the customers when they called in with an internet issue

Pros

Its easy to catalogue instructions which are easy to access during a call to a customerWe can access the instructions to set up a modem or troubleshoot internet issues with the customerThe user can access documents with graphics and text and these can be copied and emailed to the customer

Cons

A better string search options that looks at the whole text of a document rather than just the titles

Kari
Overall rating
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Yonyx changed the game

Reviewed on 19/09/2018

Pros

My company uses Yonyx for quick navigation through a script that has many moving parts. It made our conversations with clients much more fluid and efficient. It is easy to use and made our whole company more successful. It is also easy to change- the administrator can edit at any time quickly which is great for a growing and changing company.

Cons

It can take some time for the initial set up, but once it is up and going it is super fast and easy to navigate .

Verified Reviewer
Overall rating
  • Industry: Consumer Goods
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Yonyx Streamlines Self-Support

Reviewed on 30/01/2018

Pros

Yonyx provided us with an easy way to document our support team's troubleshooting steps to create and manage a self-support system to nearly-universal applause. This system has allowed us to reduce ticket volume significantly (up to 54% one month), saving both labor costs and additional workload for the existing team. With good authoring, Yonyx can become an integral part of your support system that enables expansion while reducing overhead.

Cons

Editing can be buggy or at times and tree production time estimates (as reported by Yonyx) are largely under-estimated for complicated products. However, the support and development team does a good job at handling and responding to requests, going out of their way to dig further into more challenging problems.

laseante
Overall rating
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

We use yonyx to preform a consumer experience using a consumer script that is provided by...

Reviewed on 22/09/2018

Pros

The system is very smooth and allows for all coordinators be fast and accurate, It also allows for data to be collect is a main stream flow which is easy and simple to transcribe, The great point about yonyx is that it is a very interactive system for our employees.

Cons

I would have to say that i haven't seen any cons with this program, It is very user friendly to everyone .

Andrew
Overall rating
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 8.0 /10

Incredible support from the Yonyx team, combined with easy-to-use interface and reporting

Reviewed on 30/01/2018

Pros

Far and away the best part is the support I've received from a customer rep. They always make themselves available to answer any and all of my questions and share their vast wealth of knowledge. They offer best strategies and can help you tailor your experience to your business needs.

Beyond that, the tool itself is very comprehensive, it is generally very responsive and reliable.

We use it for the creation and management of internal troubleshooting guides, but the use cases are many, it's just up to your imagination!

Rohan
Overall rating
  • Industry: Consumer Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 10.0 /10

Great Scripting tool

Reviewed on 02/11/2022

Pros

Ease of use and allows for great call control

Cons

Some scripts tend to be a bit wordy and impacts keeping the consumer on the phone.

Kumaresan
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Coding

Reviewed on 14/09/2022

Pros

Easy navigation for access denial reason

Cons

low information only carried, Need some brief explanation about search

Guru Balakrishnan
Overall rating
  • Industry: Hospital & Health Care
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

CodeGene

Reviewed on 27/09/2022

Pros

Easiness of the navigating of software technology

Cons

Nothing else can replace in this software

Jessica
Overall rating
  • Industry: Consumer Electronics
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

User Friendly

Reviewed on 20/09/2018

Pros

It really helps you expect the unexpected. It is easy to navigate and really streamlines our process at work. It makes my job 100x easier and I could not do my job without it!

Cons

I have no negative reviews (yet). Sometimes it has a little lag, but with all technology comes some occasional difficulties.

Elizabeth
Overall rating
  • Industry: Internet
  • Company size: 2–10 Employees
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software

Changing the face of support through self-service modules

Reviewed on 11/01/2016

We started using Yonyx to replace our Q&A section and enhance our offers in our user guide. We found that the User Guide was great for instructing how something should work but was not easy to use for troubleshooting. with Yonyx self-service guides our customers can get help 24/7 for many issues. They walk through steps to diagnose and treat the problem we are having. We have started to write an internal training guide for our Customer Champions to use when researching issues as well.

Pros

Allows customers to get help 24/7
Connects to our help desk system so escalating to ticket submission is easy
Interface for building the trees is easy to use after just a bit of time orienting to it
The customer service is great!

Cons

The settings menu is a bit confusing, I always have to click around to find what I am looking for

Verified Reviewer
Overall rating
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

User friendly and makes online scripting easy!

Reviewed on 01/10/2018

Pros

I like that it is easy to navigate and gives you the ability to create different pathways for your script.

Cons

I don't really have any cons about this software. It has drastically improved the efficiency of reps in our call center and is a much better solution than paper scripts.

Surendra
Overall rating
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 10.0 /10

Best Tool for a new employee.

Reviewed on 20/01/2023

Yonyx has saved a lots of time in work flow.The use of Yonyx has mad my job easier and can complete the task within no time.

Pros

It is so useful in understanding the work flow in industry.

Cons

existing features are good andexpecting new features.