Yonyx

4.7 (237)
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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


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


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.
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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.

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month
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Ease of Use

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Reviews

Overall rating

4.7 /5
(237)
Value for Money
4.7/5
Features
4.7/5
Ease of Use
4.7/5
Customer Support
4.8/5

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

Showing 5 reviews of 237
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.

Alyssa
Overall rating
  • Industry: Real Estate
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Ease of Use
  • Customer Support
  • Likelihood to recommend 10.0 /10

Pros and Cons

Reviewed on 18/10/2023

Pros

It is very easy to use for us CSR's. You can set it up all in one screen with the new update instead of clicking into different tabs.

Cons

Sometimes there will bugs in the system from updates, it get resolved in a fast manner to allow us ( CSR ) to keep pushing forward.

Emily
Overall rating
  • Industry: Marketing & Advertising
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source

Overall rating

  • Ease of Use
  • Likelihood to recommend 7.0 /10

Scripting for Call Center

Reviewed on 18/10/2023

Pros

easy to modify and visually appealing. My favorite feature is the name and industry autofill to the customer

Cons

it needs to be more fool proof. I tend to get lost in the scripting. Also wish it was integrated with our dialing system/crm

Sachin
Overall rating
  • Used Daily for 2+ years
  • Review Source

Overall rating

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

Very useful Tool

Reviewed on 20/09/2018

Pros

Yonyx is the one of the best tool for enterprise admin to setup self-help portal.
Using this end users can resolve their queries by own and its reduces load from IT HelpDesk.

Cons

There is should features which send alearts for less or non used Yonices, which helps us to update Yonyx with latest information.

Harshad Vijay
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
  • Likelihood to recommend 7.0 /10

Leading cloud based platform for customer interaction graphs

Reviewed on 18/10/2023

Perfect for internal use , technical support, call scripts, analytics and Yonyx Data Connector

Perfect for internal use , technical support, call scripts, analytics and Yonyx Data Connector

Pros

Technical support, Customer service and IT helpdesks

Cons

Customer experience sometime slows down due to downtime and unable to operate

Showing 5 reviews of 237 Read all reviews

Yonyx FAQs

Below are some frequently asked questions for Yonyx.

Yonyx offers the following pricing plans:

  • Starting from: US$100.00/month
  • 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

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