Yonyx

About Yonyx
Yonyx is a cloud based platform for creating decision tree driven interactive guides for customer service that integrate with your CRM system & help improve consistency & quality of service delivered by an organization.

Benefits:
Customers see the benefits listed below which together result in 10% to 20% increased efficiency while simultaneously improving CSAT.

Customer Self Service - Call deflection & Efficient Escalations
- 90% + of customers don’t escalate trouble tickets when reviewing Yonyx guides.
- Yonyx OneClick Transcript is included with every ticket escalated by customers.

Reduction in AHT (Average Handle Time)
- One guide for each call driver - reduces time spent searching a KB & choosing amongst tens of matching articles
- Interactive traversal - Agents don’t need to hop through sections of KB articles which interacting with customers
- OneClick Transcript - Agents don’t need to spend time writing after call summary documentation

Reduction in repeat calls % - i.e. Improvement in First Call Resolution (FCR)
- Agents follow consistent pathways to resolve customer issues
- New members need to only be trained to choose the right guide for each call driver & follow along.
- Agents escalate fewer calls as they don’t get lost hopping through complex KB articles

Improvement in CSAT
- More customer issues are resolved first time
- Agents are able to provide accurate information quickly
- Reduction in Training Costs
- Agents no longer need to remember a lot of what they learn during training - thereby cutting down the training time
- Agents learn to quickly pickup a guide based on the call driver & go through it interactively while helping the customer.

Analytics & Feedback driven improvements
- Context based Agent feedback results in guide improvements that benefit the entire organization
- Analytics captured help derive insights that result in improved products, procedures & services