Yonyx Pricing, Features, Reviews & Comparison of Alternatives

Yonyx Reviews

Yonyx

Decision tree driven Interactive guides for customer service

4.9/5 (20 reviews)
181     299

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
corp.yonyx.com

Yonyx Reviews (20)

Latest reviews

 Get Yonyxified

Yonyx is one of the best Knowledge Management Solutions with comprehensive Analytics and Ease of Use both from a End user and Authoring prospective. We use this Tool across verticals - Technology, Logistics, Customer Service, etc and have been successful in increasing the Customer Satisfaction ...

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Reviewed 30th of September, 2016 by Lemuel T

 

 Great product

We have been using this within our organization for a few months now, and it has been a huge help for communicating internal processes to our associates. Awesome tool!

Read the full review
Reviewed 29th of September, 2016 by Rebekah Griffin

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Yonyx Screenshots (5)

Yonyx screenshot: SimpleSolutionTreeYonyx screenshot: Decision Network Architecture (DNA) gives flexibility not possible in decision treesYonyx screenshot: YonyxMapView - Unique self drawing flow chart view to visualize the entire customer interaction flowYonyx screenshot: Responsive User View of guides can be embedded in an iFrame or used through Mobile devicesYonyx screenshot: Yonyx OneClick Transcript captures the path traversed by a User through the guide.

Specifications

Intended Users
Freelancers, Large Enterprises, Mid Size Business, Non Profits, Small Business
Devices Supported
Linux, Mac, Windows, Web-based, Windows Phone, Mobile Web App
Supported Countries
Asia, Australia, Canada, China, Europe, Germany, India, United Kingdom, United States
Supported Languages
Arabic, Danish, Dutch, English, Finnish, French, German, Hebrew, Hungarian, Indonesian, Irish, Italian, Japanese, Korean, Norwegian, Portuguese, Russian, Spanish, Swedish, Thai
Support Options
Phone Support

Yonyx Pricing

Starting from: $6.00/month
Pricing model: Subscription
Free Trial: Available (No Credit Card required)

http://corp.yonyx.com/pricing

Competitors Pricing

ManageEngine SupportCenter Plus

Starting from: $495.00
Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

SmartSupport

Starting from: $199.00
Pricing model: Open-source, Subscription

Helpshift

Pricing model: Freemium, Subscription
Free Trial: Available (No Credit Card required)

Users who visited Yonyx also visited

Key Features of Yonyx

  • Improvement in First Call Resolution
  • Improve Customer Satisfaction
  • Reduce Training Costs
  • Improve consistency of service delivered
  • Deflect incoming calls
  • Guides accessed from within CRM system
  • Cut training cost by half
  • Mobile access for field technicians & sales
  • Integrated with 3rd party CRM & home grown systems
  • Decision tree driven guidance & enforcement
  • Excellent solution for HR self service content
  • Completely responsive design
  • Feature rich yet compatible with all browsers
  • Call center agents can give feedback & compliments to Author
  • Embed Yonyx guides into any website
  • Cumulative Traversal Analytics
  • Linear & Non-linear knowledge
  • Tickets escalated from Yonyx guides with detailed transcript

Benefits

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

Alternatives to Yonyx

Videos

Lemuel T

Verified Reviewer

Get Yonyxified

30/09/2016

Yonyx is one of the best Knowledge Management Solutions with comprehensive Analytics and Ease of Use both from a End user and Authoring prospective. We use this Tool across verticals - Technology, Logistics, Customer Service, etc and have been successful in increasing the Customer Satisfaction consistently.

Pros

Analytics Ease of Use Decision tree architecture

Cons

No Admin account mobility across Orgs

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Likelihood to recommend

9/10

Recommendations to others considering Yonyx

Higher Resolution rates resulting in better Customer satisfaction is the key to Success in our Business. Yonyx has helped us in this journey to provide seamless support to our customers contacting us over the phone and to the ones who use the self service. Get Yonyxified soon....

Source: GetApp
1 of 1 people found this review helpful
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Rebekah Griffin

Verified Reviewer

Great product

29/09/2016

We have been using this within our organization for a few months now, and it has been a huge help for communicating internal processes to our associates. Awesome tool!

Pros

Easy to use, has single sign on capabilities.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Likelihood to recommend

8/10
Source: GetApp
1 of 1 people found this review helpful
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Wes Bourn

Verified Reviewer

Providing Self-Service to our Dealer Network

13/09/2016

We use Yonyx to provide troubleshooting and start-up assistance of our products to our dealers. While we have manuals, documentation, procedures, etc, it works so well to let our people "choose" what they need help with. And without needing to flip pages back and forth in a manual as they progress (we all know how that is "go to page 9, and it says go to page 112, which may take you to another page, okay now where was I?", instead "BOOM" we take them directly to answers they want and quick back click, they continue onward. Yonyx has been more than just an external guide for my company, it is a training tool. Instead of doing lecture and powerpoints, I open up our Yonyx guides and use them as well, as they have more incorporated photos than my manuals do. And again, why flip back and forth through a technical manual, when a Yonyx page can provide "choices" for answers, and in one click, take you to it. When I first looked around for some type of Online Flowcharting, I was surprised at all the flowchart software, but so limited on something that I could use for our network to provide an easy interactive decision flowchart tool to create easy and quick hyperlink web pages. Yonyx is a great tool for providing easy Interactive Flow Charting. They have the best auto expanding decision map view that I have seen. No, trying to create a flow map on your own. Add more decisions, statements, and Yonyx adjusts the map for you. No clutter. Overall, I have been very happy with the ease of creating some lengthy guides.

Pros

While many of my dealers would like an "App", for offline usage, they forget all the data involved which could make for a big download. Being "cloud" based, it is easy for me to change information and the next time they use the guide, it is "up to date" and not using old information by accident.

Cons

Would be nice to add "scoring" as I have seen, for feedback or using to provide an answer for a tally. I could use this for a teaching or quiz versus paper copies or using something like surveymonkey.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Weekly

Likelihood to recommend

9/10

Recommendations to others considering Yonyx

Yonyx is a simple and easy way to create interactive guides. I have only seen one other company that I considered to be close to them.

Source: GetApp
2 of 2 people found this review helpful
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Anonymous
Senior Manager - Global Support Infrastructure (Computer Software company, 1001-5000 employees)
Verified Reviewer

Great Product backed by Great Support

13/09/2016

We have been one of the early adopters of Yonyx and It has come a long way since. We use this for our customer facing Knowledge needs creating Yonnices for targetted use cases for Upgrade planners, New feature and release enablements and troubleshooting complex issues, where traditional kKB articles do not add value. The beauty of Yonyx is that you can plug-in a video or a screen-shot or reference an existing document at any stage of the guide and make it very interactive

Pros

Great Support Continuous enhancements over years based on customer feedback. Easy Integration with CRM system for seamless channel escalation Ease and use and Interactive Great value for money

Cons

It could be a bit time consuming to create a Yonyx guide based on the complexity of the Issue. The admin console could be a bit more user-friendly.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Weekly

Likelihood to recommend

8/10

Recommendations to others considering Yonyx

I would certainly recommend Yonyx for anyone looking for expanding the content footprint on their unassisted support.

Source: GetApp
2 of 2 people found this review helpful
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Ed L'Italien

Verified Reviewer

Great for call center

22/01/2016

We use Yonyx in our ~ 50 agent call center...great for processes and products that change quickly and often. We allow our clients author roles so they can manage the content. Our agents use the decision trees to solve technical issues, and our clients ensure the answers are correct and consistent...especially helpful on the outlier questions. We also use Yonyx to pre-qualify potential customers for inside vs outside sales...

Pros

Easy to setup and maintain Reduces call times Consistent messaging Quality can be tracked

Cons

Price per agent is relatively high for smaller groups...

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 1-2 years

Source: GetApp
2 of 2 people found this review helpful
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Elizabeth Harding

Verified Reviewer

Changing the face of support through self-service modules

11/01/2016

We started using Yonyx to replace our Q&A section and enhance our offers in our user guide. We found that the User Guide was great for instructing how something should work but was not easy to use for troubleshooting. with Yonyx self-service guides our customers can get help 24/7 for many issues. They walk through steps to diagnose and treat the problem we are having. We have started to write an internal training guide for our Customer Champions to use when researching issues as well.

Pros

Allows customers to get help 24/7 Connects to our help desk system so escalating to ticket submission is easy Interface for building the trees is easy to use after just a bit of time orienting to it The customer service is great!

Cons

The settings menu is a bit confusing, I always have to click around to find what I am looking for

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
2 of 2 people found this review helpful
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Christine Butenuth

Verified Reviewer

Development of a decision tree embedded in a stand alone website

17/12/2015

After some searching for an appropriate software that allows one to build decision trees of any size I was very glad when I found Yonyx. Yonyx enabled me to keep an overview of the decision tree I had put together. To have such an overview is difficult to achieve as I had learned previously before coming across Yonyx. It took me a little bit of time to find my way around the software but I had the good fortune to have the brilliant support of Yonyx. At this moment we are still overcoming some technical problems before the actual launch of the website but I am sure that with Yonyx excellent support I am confident this will be done somethly and quickly.

Pros

The technical support is second to none. Sanjay Bajaj, who is my contact in the support team, is only an email away and any difficulties are solved by arranging a mutually agreeable date and time and by then talking to one another via GoToMeeting. This personal touch and the positive approach to solving any problems encountered is for me the most important feature of this product.

Cons

I am not sure if this would be possible but I think it would help if there was only one type of box in the overview view rather than a blue and a grey one. I believe short videos on how to do and/or find certain "things" would help, especially on the functionalities "hidden" in the wheel.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
2 of 2 people found this review helpful
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Donna Redway

Verified Reviewer

Unbelievably Life Changing

17/07/2015

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.

Pros

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.

Cons

The information has to be updated to stay relevant and current.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: 6-12 months

Source: GetApp
5 of 5 people found this review helpful
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Anonymous
Billing and Refunds Manager (Apparel & Fashion company, 11-50 employees)
Verified Reviewer

Excellent Service

17/06/2015

We just integrated Yonyx with Zendesk as a way to train new CS agents, and create uniformity of response. And we are looking to create user facing guides in the future to help our customers better self serve and trouble shoot their own issues.

Pros

So easy and straightforward to set up and use! Integrated beautifully with our CRM tool. Customer support through the whole process was stellar, very responsive and helpful!

Cons

Once integrated with Zendesk, it would be helpful to be able to zoom in more for any images inserted into the guides. We found that unless the image was very small initially, it was hard to see any detail in it - in Zendesk.

Rating breakdown

Value for money
Ease of use
Customer support

Time used: Less than 6 months

Source: GetApp
7 of 7 people found this review helpful
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Response from Yonyx Inc


This has now been addressed.

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Chiang Ying Yi

Verified Reviewer

Excellent for guiding members and support agents

20/03/2015

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.

Pros

Easy to set-up and very responsive company to our questions and/or product enhancement inquiries.

Source: GetApp
7 of 7 people found this review helpful
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Who is Yonyx For?