corp.yonyx.comInteractive Decision Trees for Call Centers & Customer Self Service - Yonyx

Interactive Decision Trees for Call Centers & Customer Self Service - Yonyx 866-289-7071 support@yonyx.com Blog Login Home Pricing Features Authoring Create Guide Guide Types Of Nodes Title Body Follow On Question Add User Responses Authoring Views Add Guidance Step Copy Paste User Responses Connect User Responses Disconnect User Responses User View Insert Objects Images Upload Image Search Image Delete Image Hyperlinks Insert Hyperlinks Remove Hyperlinks Videos Insert Youtube Video Insert Vimeo Video Insert Internal Video Commands Insert Commands Placeholders Insert Placeholders Redirects Insert Redirects Hide Path Set Flags Set Manual Sort Order Map View Search Nodes Containing Text Nodes Containing Notes Nodes Containing Flags Nodes Containing Placeholders Nodes Containing Commands Auto Traverse Nodes Nodes Containing Redirects Orphan User Responses Nodes With Manual Sort Order Hidden User Responses Leaf Guidance Steps Clone Guides Archive / Restore Archive Guide Restore Guide Manage Tasks Administration Lines of Business Default Lobs Catalogs Additional Lobs Catalogs Renaming Lobs Catalogs Lobs Landing Pages Access Control Sorting Catalogs Hide Unhide Catalogs Manage Guides Ways To Consume Guides Publish Guides Unpublish Guides Manage Users Types Of Users Invite Users Registration Steps Enable/Disable Authoring Enable/Disable Coauthoring Enable/Disable User Add Remove User To/From Lob Manage Tags Add Tags Tag Search Tags Integration Manage Commands Manage Placeholders Analytics Weekly Insights Cumulative Analytics Guide Activity User Activity Catalog Activity Lob Activity Author Activity Incidents Keyword Search Activity Tag Search Activity Self Service Self Service Link To Landing Page Embed Landing Page Compliment To Author Escalate To CRM/Helpdesk Escalate To Chat Internal Use Agent Guidance Embedded Landing Page Standalone Landing Page Compliment To Author Feedback To Author After Call Documentation Enterprise Data Integration Login Select Page Interactive Decision Trees for Call Centers, Business Process based Applications & Customer Self Service Interactively guide call center agents for technical support, business process compliance, telemarketing, lead qualification and more. Deflect incoming calls, improve customer satisfaction (CSAT) through interactive customer self service. Create business process based applications with enterprise data integration. Let us help you evaluate. No credit card required. No strings attached. Start Free Evaluation Watch Training Videos Experience the difference. Customer Complaint: My TV Does Not Work Yonyx Interactive Guide Traditional Knowledgebase Article Core Features Create Decision Trees Intuitively Built on highly advanced Decision Network Architecture (DNA) Yonyx Map View provides a first of its kind solution for creating and visualizing decision tree driven customer interaction flows. Decision Trees in Call Centers Consistency is a pre-requisite to improving customer service! Use of decision trees in a call center helps improve consistency – resulting in Improved first call resolution (FCR), Increased Customer Satisfaction (CSAT) & Reduced Average Handle Time (AHT). Decision Trees for Customer Self Service Starting from a symptom, a customer can interactively troubleshoot an issue by traversing a decision tree along a given pathway. This helps customers quickly determine the underlying root cause and the corresponding solution. CRM Integration for Decision Trees Present relevant (ticket category based) decision trees to Agents from within CRM screens. Create ticket in the CRM from any step of a self service tree. Automatically include transcript of the path traversed through the decision tree in CRM ticket. Enterprise Data driven Decision Trees Unshackle your decision trees with access to Enterprise data. Look-up, capture or update information in any databases from any node of your decision tree. Auto-traverse through steps in a decision tree based on data driven conditions. Insightful Decision Tree Analytics Determine popular pathways and abandonment rates through any decision tree. Use activity reports to drill-down into usage by user or by decision tree. Let insights help improve your decision tree content and organization compliance. Usage Statistics See how widely Yonyx is used by our customers. User views per month Authoring Activity thus far Decision tree nodes created Number of Users Our Customers A sample of our Customers What our Customers say Hear success stories straight from our Customers. Unbelievably Life Changing! In a day my Team and I could not go without this tool. It allows us to have information at our finger tips. We have seen such great results as it pertains to using Yonyx. “It never goes down” was a direct quote from one of the agents. Improves Average Handle Time and Quality. Our customers are calling on their lunch breaks and times where they just do not have the luxury of staying on the phone for long periods of time. This tool is so efficient that it helps the agent with getting through the calls quickly but accurately which is a boost to our Quality scores. Donna Redway Team Manager , Sutherland Global Solutions Brilliant! Exactly what I was searching for. We have some fairly complex support and troubleshooting issues and I find my Yonyx guides invaluable for finding my way through the maze.I like that I can interactively build complex troubleshooting guides, including screenshots. Can access them from the desktop browser or embed in intranet and web pages. Peter Lawrance Technical Support Analyst , Reculver Technology Excellent for guiding members and support agents. We used and looked at traditional knowledge base support systems but while they are good at providing FAQ type support, we needed a more capable system that could provide a guided step by step help to members. This is when we came across Yonyx with its core ability to guide members with more complex troubleshooting instead of requiring them to read lengthy FAQs or search for different Q&As. Yonyx guided capabilities reduced our call volume and as an added bonus, provided our own call center agents with a tool to use while talking to members to help them troubleshoot more effectively and quickly. Chiang Ying Yi VP Engineering & Architecture , Virgin Pulse Having used Yonyx for some time now – I can say I am thrilled with the performance of the platform. First of all the system has been rock solid – I don’t remember any downtimes! Customers love to get troubleshooting and how-to information in the guided interactive style Yonyx supports! We have seen about 20% reduction in incoming calls – a significant ROI. I’d highly recommend the unique approach that Yonyx provides to any organization that takes online self-service seriously. Harold McGann VP Customer Service , Apptix Reduction in calls since implementing. I implemented one guide on our support page to test the functionality of the product. I found the creating process to be very simple. Once done and added to our support page I monitored and gathered data over a 10 week period. I was shocked at the metrics. I could see how many views it got, how many users traversed the guide, how far they went. I have seen, on average, a 10% decrease in support calls per week since adding just the one guide. I have plans to create and add several more. Very easy to use – creating guides are very simple. Support on the product is great – any questions about functionality are answered promptly. Metrics are fantastic. Very insightful. Edward Rusch Manager Technical Support , Rand McNally I like to say that the Yonyx system is very simple to use, the interface is very user friendly and the end users have easy access to all support knowledge and videos. I highly recommend the Yonyx system to anybody out there using any kind of support system and wants to make it easier for their users and their customers. Gail Leone Senior Support Technician , Mailstre...