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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Pricing model: Subscription
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http://corp.yonyx.com/pricing
Pros
Ease of use - we love the simplicity. Second, the Yonyx DNA for the decision trees; it gives both an immense potential to the design and to the reach and coverage it offers. We started by deplying it as a troubleshooting solution and it easily progressed to a far more reach: it's becoming THE guide for our products and teams. Even for their workflows!
Cons
Practically nothing! Except for the fact that it doesn't allow to insert videos (must be embedded from third-party) or entire documents as appendixes (must use 'third-parties-web-based-boxes'). But those aren't even real bummers!
Rating breakdown
Time used: Less than 6 months
Frequency of use: Weekly
Likelihood to recommend
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
Time used: Less than 6 months
Likelihood to recommend
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....
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!
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
Time used: 1-2 years
Frequency of use: Weekly
Likelihood to recommend
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.
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
Time used: 2+ years
Frequency of use: Weekly
Likelihood to recommend
Recommendations to others considering Yonyx
I would certainly recommend Yonyx for anyone looking for expanding the content footprint on their unassisted support.
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
Time used: 1-2 years
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
Time used: 6-12 months
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
Time used: Less than 6 months
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
Time used: 6-12 months
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
Time used: Less than 6 months
This has now been addressed.
