by Jonathan Garro
Published on 24 September 2013
When troubleshooting a problem with a product or service, customers are frequently faced with finding & reviewing complicated articles that are difficult to follow. Long winded articles that have to be reviewed while skipping over sections not relevant to you can feel daunting, and moving back and forth between the article and the product in question can cause the customer to lose his or her place.
Yonyx addresses this common problem by offering businesses a platform to create intelligent self-service troubleshooting systems that use dynamic decision-trees (called decision network) to guide customers to their solutions - namely Yonyx Interactive Guides.
Just about anyone who has ever experienced a problem with a device or service has tried troubleshooting articles on the web. These articles can be as overwhelming as they are useless, and like many people, I frequently give up after a few short minutes. Many of us choose to avoid these articles by calling or emailing customer service, but these employees often are using the same limited information available online, and when you consider the wait times you might face, the time-savings is all but eliminated.
With a handful of issues making up an average of 80% of support incidents across all industries, companies are wasting resources on oversized support divisions. Companies currently have to strike a balance between prompt customer services with cost effective solutions. This Yonyx review will outline a new platform's solution to this problem.
In order to reduce the number of cases that get sent to your support representatives, Yonyx serves as a level 1 system that first helps the customer try to solve his or her problem by interactively presenting guidance created by subject matter experts, one step at a time rather than long, complicated troubleshooting articles. Just as a doctor asks a series of questions about a patient's symptoms in order to identify a malady, Yonyx allows companies to build interactive guides that follow the user's responses to questions about the symptoms of their problems. These interactive guides break down each customer complaint into a series of guidance steps along multiple troubleshooting pathways that are easy-to-understand & direct users to possible solutions using diagrams, screenshots, images, videos, or any other format. Customers can access the content on a range of operating systems and devices, including smart phones and tablets, thanks to the responsive design of web app.
The author tools are easy to use, and the visual representation helps you see the overall guide.
Creating a Yonyx interactive guide, is like creating a presentation using powerpoint - the content is created by your subject matter experts to meet the needs of your industry. After identifying your high volume customer complaints (symptoms), you create an interactive guide using Yonyx Map View tools. The path customers take on the decision-tree depends on how they respond to your troubleshooting questions. Unlike traditional FAQ pages that lack order, Yonyx is designed to interactively guide customers to the root-causes of the specific problem that a customer might face. This decision network gives Authors (subject matter experts) the flexibility of connecting any node to any other node, thus creating robust routes that users may follow.
Yonyx's goal is to answer all the questions that your customers might have, but in the cases where unique problems arise that can't be solved via the self-service system, a customer may create a trouble ticket directly from a Yonyx interactive guide. This allows customers to request the assistance of your representatives when it is necessary while reducing the instances of repetitive problems. Yonyx forwards the path that the customer followed, along with a detailed report that includes pertinent information regarding the steps that the customer has already taken. Yonyx integrates with all major CRM/Helpdesk solutions - Zendesk, Salesforce, Oracle Rightnow, Netsuite etc. as well as any homegrown systems.
Using Yonyx is as powerful as it is easy, and it comes with a host of features that make it a viable solution to a variety of industries. The first step to using Yonyx is to identify the main reasons or symptoms (high volume customer complaints) that customers frequently call about. Next, they should identify Subject Matter Experts who can create a Yonyx interactive guide for each customer complaint that incorporates all of the steps they would cover if they were interacting directly with customers. The nodes in these decision-trees can either be the question that is asked or the guidance that you would offer depending on the previous response.
You have a myriad of options when it comes to building the guides. Here is an example of embedding a video.
Creating each node (called a guidance step) is extremely straightforward, and you have a wide set of tools at your fingertips. Great care has been made to present the author with an abundance of information without making the interface feel cluttered or confusing. Nodes are color-coded by function, and can be dragged around the window to help visualize the structure of the network. Connections between the nodes show their direction, and can be sent between any two nodes. This is important for when a line of troubleshooting reaches an endpoint and needs to return to an earlier step, for instance. Inserting media is quick, and tools give you an immense amount of control over whatever you include. For example, embedding a video allows you to start the playback at a specific point that is most relevant to the issue you are dealing with.
Your Subject Matter Experts should be able to use Yonyx to solve the most common issues that customers have, but there will still be cases that are either new to your support staff or so rare that they are not covered. In these situations, the customer will find himself at the end of a path and will be given the option to create a trouble ticket. Yonyx integrates as a front-end with common Customer Relationship Management programs like Salesforce, Zendesk, Netsuite, Sugar, MS Dynamics, and BMC Remedy to name a few, and then forwards the ticket along with the customer journey through the Yonyx interactive guide to your support staff.
A variety of pricing options are available in order to meet the diverse needs of companies, starting with an attractive Free-For-Life-Yonyx (Free-FLY) account.
Reducing call volume while simultaneously improving customer satisfaction is a hugely important goal that companies strive for. Speaking as someone who has spent countless hours trying to find the cause of a technical problem, I think it's clear that the current method that companies employ is frustratingly inefficient.
Yonyx solves a number of problems, and does so with both flexibility for companies and simplicity for users. I highly recommend this app somewhat selfishly; I would love to be able to troubleshoot problems quickly and with structure without having to wait for a support representative to get back to my requests.