Yonyx

Decision tree driven Interactive guides for customer service

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

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Yonyx

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

Typical Customers

  • Freelancers
  • Small Businesses (2-50)
  • Mid-size Companies (51-500)
  • Large enterprises (500 and more)

Deployment

  • Cloud-based
  • On-premise

Markets

Australia, Canada, China, Germany, United Kingdom , India, United States

Supported Languages

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

Pricing starting from:

Not provided by vendor

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to Yonyx

Images

Yonyx Software - SimpleSolutionTree
Yonyx Software - Decision Network Architecture (DNA) gives flexibility not possible in decision trees
Yonyx Software - YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow
Yonyx Software - Responsive User View of guides can be embedded in an iFrame or used through Mobile devices
Yonyx Software - Yonyx OneClick Transcript captures the path traversed by a User through the guide.
View 9 more
Yonyx video
Yonyx video
Yonyx video
Yonyx video
Yonyx Software - SimpleSolutionTree
Yonyx Software - Decision Network Architecture (DNA) gives flexibility not possible in decision trees
Yonyx Software - YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flow
Yonyx Software - Responsive User View of guides can be embedded in an iFrame or used through Mobile devices
Yonyx Software - Yonyx OneClick Transcript captures the path traversed by a User through the guide.

Features

Total features of Yonyx: 39

  • 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
  • Data Analysis Tools
  • Data Visualization Software
  • Decision Support Software
  • Document Storage
  • Email Management Software
  • FAQ
  • Feedback Management
  • Full Text Search
  • Help Desk Management
  • Inbound Call Center
  • Incident Management Software
  • Internal Chat Integration
  • Knowledge Base Management
  • Knowledge Management Software
  • Opportunity Management
  • Performance Metrics
  • Reporting & Statistics
  • 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

Google Docs

4.7
#1 Alternative to Yonyx
Google Docs is an online word processor that lets you create and format text documents and collaborate with other...

Zingtree

4.4
#2 Alternative to Yonyx
Zingtree allows you to build no-code, interactive decision trees that help you create agent scripts, guide customers,...

Bitrix24

4.1
#3 Alternative to Yonyx
Bitrix24 is a free cloud and open source collaboration platform providing CRM, document management, tasking, time...

Zendesk Suite

4.4
#4 Alternative to Yonyx
Zendesk's fully customizable help desk solution makes things easy on your customers, sets your teams up for success,...

Reviews

Overall rating

4.7 /5
(169)
Value for Money
4.7/5
Features
4.6/5
Ease of Use
4.7/5
Customer Support Software
4.8/5

Already have Yonyx?

Software buyers need your help! Product reviews help the rest of us make great decisions.

Showing 5 reviews of 169
Wes
Overall rating
  • 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 13/09/2016

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.

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...

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.

Victoria
Overall rating
  • Industry: Real Estate
  • 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 2.0 /10

review

Reviewed on 14/09/2022

Pros

That it works most of the time on a daily basis

Cons

That it isn't consistently working well.

Response from Yonyx

Dear Victoria

We appreciate your feedback and would like to understand your concerns. I'd appreciate if you could reach out to me at my email - so that we can setup a zoom meeting.

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
Cassandra
Overall rating
  • Industry: Consumer Services
  • 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 10.0 /10

A script that is simplified!

Reviewed on 01/11/2022

I have been using Yonyx for 5 years. I appreciate a script available at my fingertips. I also...

I have been using Yonyx for 5 years. I appreciate a script available at my fingertips. I also appreciate how there are very little technical issues. Usually I just refresh and the script updates. I also love how we can provide instant feedback.

Pros

I like that when I log in every single day there is an automatic link that logs you into Yonyx. I appreciate that there is no time lost and the script is readily available. My job is made easier because of it being such a simple system.

Cons

There are times; with every software used that the script doesn't work. Usually IT is on it right away and it has always been a quick fix.

Showing 5 reviews of 169 Read all reviews

Yonyx FAQs

Below are some frequently asked questions for Yonyx.

Yonyx offers the following pricing plans:

  • Starting from:
  • Pricing model: Free Version, Subscription
  • Free Trial: Available

http://corp.yonyx.com/pricing

Yonyx has the following typical customers:

Self Employed, 2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001-5,000

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

Yonyx supports the following devices:

Android (Mobile)

Yonyx integrates with the following applications:

Desk.com, Freshdesk, NetSuite, Oracle B2C Service, Oracle Service, Salesforce Service Cloud, ServiceNow, Zendesk Suite

Yonyx offers the following support options:

Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for Yonyx.