Yonyx

Yonyx

Serchen Index

55.40
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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

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

What do you think?

Help other software buyers make informed decisions.

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.

2 of 2 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.

2 of 2 people found this review helpful.
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