What is 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

Serchen Index

55.40
N/A
Employees
2
Reviews
254
Followers
189
Likes

Yonyx Key Features

Yonyx Map View

Workflow for compliments & feedback

CRM Integration - Zendesk, Salesforce et

Landing Page - automatically generated

Analytics & Management Reports

Responsive UI - Mobile compatible

User Administration Console

Guide Administration Console

REST APIs

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Yonyx Reviews

4.0

Excellent!

2 Reviews

Last reviewed on
18 November 2013

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Tuesday, November 19, 2013

Yonyx allows for the creation of decision tree styled guides, which are easily interacted with. For troubleshooting, this is a quality tool.

1 of 1 people found this review helpful.
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Monday, November 11, 2013

I just finished reviewing all the functions that Yonyx can accomplish for its users. I think it would be an excellent tool for engaged marketing and it allows you to initiate at your own pace. Excellent tool.

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