Yonyx Features

Yonyx

Decision tree driven Interactive guides for customer service

4.78/5 (96 reviews)

Yonyx Feature Summary

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

Competitor Feature Comparison

API
CRM Integration
Call Center Management
HR Management
Help Desk Management
Knowledge Base Management
Performance Reports
Training Management
WYSIWYG Editor
Website Integration
Workflow Management
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API
CRM Integration
Call Center Management
HR Management
Help Desk Management
Knowledge Base Management
Performance Reports
Training Management
WYSIWYG Editor
Website Integration
Workflow Management
Learn moreCompare App
API
CRM Integration
Call Center Management
HR Management
Help Desk Management
Knowledge Base Management
Performance Reports
Training Management
WYSIWYG Editor
Website Integration
Workflow Management
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Yonyx Feature Reviews

25 reviewers had the following to say about Yonyx's features:

Steven Ke

Yonyx

2013-09-19

Yonyx allows us to deliver technical troubleshooting as well as "how do I" contents in a way that didn't overwhelm our customers. Would definitely recommend it.

Pros

Flexible integration options.

Cons

Lacks advanced reporting/analytic features.

Source: GetApp
16 of 16 people found this review helpful
Helpful?   Yes   No
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Eric McGinnis

As a software developer

2019-08-19

I very much enjoy working with these APIs and the platform in general.

Pros

Great API Documentation Very Easy To Use Very Easy To Train on Great Functionality

Cons

The online dashboard Some of the training videos could use some refinement

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Capterra
Helpful?   Yes   No
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Amy Gunkler

Enables smooth consistent messaging.

2018-10-22

I rely on Yonyx every day, every day. I couldn't imagine conducting my calls without it!

Pros

I love how it integrates messaging with our customer database.

Cons

Some aspects of the script, such as rebuttals, take several clicks to access and return from.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: Capterra
Helpful?   Yes   No
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Christopher Wecke, Jr., MBA , LSSBB

Verified Reviewer

Great tool

2018-09-19

Pros

Decision trees were very easy to create Reporting functionality is phenomenal Easy to use

Cons

Difficult to share with non-users Hard to automate reporting tasks User profile management is a hassle

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Monthly

Likelihood to recommend

8/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
Senior Manager - Global Support Infrastructure (Computer Software company, 1001-5000 employees)
Verified Reviewer

Great Product backed by Great Support

2016-09-13

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.

Pros

Great Support Continuous enhancements over years based on customer feedback.

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
Helpful?   Yes   No
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Anonymous
(Oil & Energy company, 10001+ employees)

Great Support Team Enhances the Greatness of Yonyx

2018-08-27

Pros

Yonyx provided our team a great managing tool for data collected through customer feedback and calls.

Cons

Setup was complicated which initiated our team to contact tech support.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No
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Darin Williams

Yonyx Integrated with Zendesk

2020-05-08

Monthly usage report sent out automatically to show you details of how your product is being used by customers.

Pros

Very easy to implement, and support provided for any assistance needed is excellent.

Cons

None, product is exactly as advertised and the company gladly provides detailed samples and will connect you with other customers for tips and assistance where appropriate.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Yonyx


Dear Darin

Thank you for your feedback. We appreciate your support.

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Anonymous
Client Services Representative (Real Estate company, 201-500 employees)
Verified Reviewer

Yonix is clear, simple and effective

2018-09-19

Pros

Yonix is great software used for scripting and or guideline assistance for customer service roles.

Cons

Could be more developed in terms of accessible customization for every user (not just back-end) and with integration with other programs.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
Director of Web Services (Higher Education company, 1001-5000 employees)
Verified Reviewer

Easy to use product, Excellent support

2014-09-23

We had a few questions about structuring the guides and a desire to customize our branding a bit. The Yonyx team was very responsive to our questions and requests.

Pros

Weekly use reports give a nice overview of how the service is performing.

Cons

Training videos could be improved with audio.

Source: GetApp
11 of 11 people found this review helpful
Helpful?   Yes   No
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Jason Howard

A must-have!

2013-09-13

We have extremely lengthy troubleshooting steps for our products, and a large percentage of customers were overwhelmed when seeing these steps listed in one article.

Pros

Excellent setup instructions Easy to learn the system Superb support No outages Competent and responsive developers

Cons

Reporting provides bare essentials - could be more robust

Source: GetApp
20 of 20 people found this review helpful
Helpful?   Yes   No
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Anonymous
Client Success Representative (Real Estate company, 201-500 employees)
Verified Reviewer

Easy and functional

2018-09-19

Pros

The ease of use as a daily end-user is convenient for our specific application of using as an integrated script with our product makes everything easily accessible

Cons

Navigation integration with our interface sometimes has issues (i.e. clicking back causing the entire web browser to go back)

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

7/10
Source: GetApp
Helpful?   Yes   No
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Rafael Raimundo Matos

Verified Reviewer

Multiply your customer reach

2017-04-07

Pros

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.

Cons

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').

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

10/10
Source: GetApp
2 of 2 people found this review helpful
Helpful?   Yes   No
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Anonymous
Agent Success Representative (Real Estate company, 201-500 employees)
Verified Reviewer

Yonyx!

2018-09-19

Pros

It helps me have a fluent conversation and has changed the way I speak with leads at my workplace. integration is vital and Yonyx is completely compatible.

Cons

User interface is the only thing that comes to mind. Design is important for a user like me.

Rating breakdown

Ease of use
Features

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
Customer Account Specialist (Automotive company, 11-50 employees)
Verified Reviewer

Yonyx helps collect all the data for our company to use

2018-09-19

Pros

Our Data Scientists pulls data that is recorded on Yonyx to create reports that help determine what changes need to be made in our process for referral management. When I was being trained how to use it, it was very straight forward since every script we use can be categorized with ease.

Cons

I can't think of anything at this moment. There's only been a handle of times where Yonyx "made errors" and our scripts wouldn't generate, but that is expected with technology.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Peter Lawrance

Verified Reviewer

Brilliant!

2014-11-26

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.

Pros

Can interactively build complex troubleshooting guides, including screenshots. Can access from the desktop browser or embed in intranet and web pages.

Cons

The only downside is it is cloud-based and you can't host the database in-house.

Source: GetApp
9 of 9 people found this review helpful
Helpful?   Yes   No
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Anonymous
Senior Manager, IT Business Partner - Cold Drinks (Consumer Goods company, 10001+ employees)
Verified Reviewer

Very flexible and configurable, great support

2018-09-19

Pros

Enables the business to configure their own troubleshooting guides without the need for an IT ticket every time a change is required. Integrates well with our CRM system (salesforce) to streamline the process and also SSO for sign in.

Cons

Provide more configuration options related to CRM integration, for example the ability to fully customise the transcript.

Rating breakdown

Ease of use
Features

Time used: Less than 6 months

Frequency of use: Occasionally

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
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Jaimel

5 Stars for Yonyx Interactive Guides!

2013-09-19

Yonyx allows us resolve both simple and critical customer issues quickly with little to no room for error and keeps everyone on the same page. Data tracking is an added bonus.

Pros

Yonyx is cloud based so we are able to use it anywhere, on any of our desktop or mobile devices.

Source: GetApp
17 of 17 people found this review helpful
Helpful?   Yes   No
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Jared Farris

Verified Reviewer

Very easy to use, changed our business

2018-09-24

Pros

Very customizable, we have over 1500 nodes and the updating and managing the content is super easy.

Cons

There is a learning curve involved. I would like to have more reps that are able to manage the system but the time it takes to get someone ramped up to the point that I trust them can be prohibitive. So much is at stake that I wish there was a dummy environment that I could train people with.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Brooklyn Ordiway

Verified Reviewer

Yonix has made scripting a breeze

2018-09-19

Pros

It fits on the side of the page and allows for quick and easy navigation.

Cons

Yonix occasionally has a few bugs, but after being reported, with just a quick click of a button, they are fixed within the business day.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
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Anonymous
Technical Trainer (Entertainment company, 10001+ employees)
Verified Reviewer

Great interactive guide

2018-09-19

Pros

Agents are able to give feedback on steps in the guide if the authors need to change anything, and compliment the guides as well to let them know what is working.

Cons

The interface could be slightly more intuitive in some aspects, e.g. the window adding a guidance step.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Daily

Likelihood to recommend

9/10
Source: GetApp
Helpful?   Yes   No
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Chris Mihm

Verified Reviewer

Great Software to build instant "Decision Tool"

2014-06-19

Yonyx allowed us to quickly build a "wizard" that recommends the best insurance plan based on their answers. It's easy to change on the fly with no programming experience.

Pros

easy to use good analytics mobile friendly great service video option

Cons

some customization (like fonts and colors) has to be requested rather than changed from the back end.

Source: GetApp
16 of 16 people found this review helpful
Helpful?   Yes   No
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Anonymous
Customer Success (Real Estate company, 201-500 employees)
Verified Reviewer

Dailey user at Opcity Realty

2018-09-19

Pros

Also much more intuitive that it takes you to the place in the script that comes next. Much easier to navigate, absolutely love it!

Cons

Honestly Yonyx has improved the day to day work flow very much and the only recommendation I can think of is integrating Yonyx with the website we use for our company.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 6-12 months

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Christine Butenuth

Verified Reviewer

Development of a decision tree embedded in a stand alone website

2015-12-17

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

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.

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
Helpful?   Yes   No
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Daniyal Farooqi

Verified Reviewer

Great tool for providing consistent omni-channel customer experience

2018-01-30

Pros

- consistent message across different channels - ensures agent wise process adherence - ensures first contact resolution - great for a knowledge base

Cons

- improvements can be made on the development portal to drag and drop nodes to make it agile to develop

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 1-2 years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: GetApp
Helpful?   Yes   No
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Ken Volk

Unbeatable Employee Guidance

2020-05-08

I use Yonyx daily to create guidance for our help desk agents and field technicians as they work to restore connectivity and service to our customers.

Pros

I love Yonyx overall. Their team is what I like the most. They are very helpful and receptive. Very capable people and knowledgeable.

Cons

The new navigation was a bit of a challenge for me, however getting used to the new interface it is no longer a problem.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: 2+ years

Frequency of use: Daily

Likelihood to recommend

10/10
Source: Capterra
Helpful?   Yes   No

Response from Yonyx


Dear Ken

Thank you for your feedback! We appreciate your support.

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