Yonyx Features

Yonyx

Decision tree driven Interactive guides for customer service

4.75/5 (116 reviews)

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AB Testing
API
Access Controls/Permissions
Alerts / Escalation
Alerts/Notifications
Application Development
CRM
Call Center Management
Call Scripting
Cataloging/Categorization
Collaboration Tools
Computer Telephony Integration
Content Creation
Content Management
Customer Database
Customer Segmentation
Customer Service Analytics
Dashboard
Decision Support
Document Storage
Email Management
FAQ
Feedback Management
Full Text Search
HR Management
Help Desk Management
Inbound Call Center
Knowledge Base Management
Knowledge Management
Lead Management
Live Chat
Multi-Channel Data Collection
Multi-Language
Opportunity Management
Performance Metrics
Predictive Analytics
Reporting/Analytics
Request Escalation
Routing
Rules-Based Workflow
Search/Filter
Self Service Portal
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Text Editing
Text to Speech
Training Management
Version Control
Video Support
Virtual Assistant
WYSIWYG Editor
Web-based Deployment
Website Integration
Workflow Management
Learn moreCompare App
AB Testing
API
Access Controls/Permissions
Alerts / Escalation
Alerts/Notifications
Application Development
CRM
Call Center Management
Call Scripting
Cataloging/Categorization
Collaboration Tools
Computer Telephony Integration
Content Creation
Content Management
Customer Database
Customer Segmentation
Customer Service Analytics
Dashboard
Decision Support
Document Storage
Email Management
FAQ
Feedback Management
Full Text Search
HR Management
Help Desk Management
Inbound Call Center
Knowledge Base Management
Knowledge Management
Lead Management
Live Chat
Multi-Channel Data Collection
Multi-Language
Opportunity Management
Performance Metrics
Predictive Analytics
Reporting/Analytics
Request Escalation
Routing
Rules-Based Workflow
Search/Filter
Self Service Portal
Support Ticket Management
Survey/Poll Management
Surveys & Feedback
Text Editing
Text to Speech
Training Management
Version Control
Video Support
Virtual Assistant
WYSIWYG Editor
Web-based Deployment
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
1 of 1 people found this review helpful
Helpful?   Yes   No
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Christopher W.

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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Amy G.

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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Eric M.

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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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

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
Helpful?   Yes   No
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Chris M.

Verified Reviewer

Great Software to build instant "Decision Tool"

2014-06-19

When we first launched our new site www.senior65.com we learned that seniors did not want an insurance quote engine, they wanted software to help them decide what insurance is best for them. We searched for a tool to develop this and none fit the bill until we found Yonyx.

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
2 of 2 people found this review helpful
Helpful?   Yes   No
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Anonymous
(Financial Services company, 1001-5000 employees)

Super intuitive software, but takes time to navigate

2020-05-08

I have had a great experience with our account manager at Yonyx as well as taking advantage of the various training videos to help teach new authors how to use the software.

Pros

I like the user interface, it is super intuitive and visually appealing.

Cons

I have had a lot of issues with navigating new author permissions and ensuring that they don't lose access.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

7/10
Source: Capterra
Helpful?   Yes   No

Response from Yonyx


Dear Reviewer

Thank you for taking the time to write this review. We really appreciate your support and value your feedback.

We would like to learn more about the "navigating new author permissions" issue that you have mentioned. If possible, can you reach out to our support at yonyx dot com email address with more details? We'd love to address the issue you have brought up.

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Lemuel T.

Verified Reviewer

Get Yonyxified

2016-09-30

Yonyx is one of the best Knowledge Management Solutions with comprehensive Analytics and Ease of Use both from a End user and Authoring prospective.

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
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
2 of 2 people found this review helpful
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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Rafael R.

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
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.

Pros

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

Cons

Training videos could be improved with audio.

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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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

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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Darin W.

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
Technical Support Leader (Electrical/Electronic Manufacturing company, 10001+ employees)
Verified Reviewer

Easy and Effective Support Tool

2014-05-02

Our system consists of a mix of software, hardware, and mobile interactions.

Pros

Minimal learning curve Adequate formatting options Easy inclusion of links, graphics, and videos Useful analytics Easy to share, publish, and edit Fosters a more consistent customer support experience

Cons

Looking forward to ongoing improvements in metrics

Source: GetApp
3 of 3 people found this review helpful
Helpful?   Yes   No
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Peter L.

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
2 of 2 people found this review helpful
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
2 of 2 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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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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Brendan H.

Best Company System

2020-10-05

Pros

The flow of the scripts and how dynamic they react to inputs is something not seen too often in other call management systems.

Cons

The lack of accessibility features could deter some users.

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: Capterra
Helpful?   Yes   No

Response from Yonyx


Dear Brendan

Thank you for your feedback! We very much appreciate hearing from our customers.

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Mohd Zeeshan A.

A user friendly troubleshooting tool

2021-08-30

Pros

Starting with the variety of options available to customize nodes to its analytics reporting, every feature has been really helpful.

Cons

I can't think of a con to mention, in my use of this product I have so far haven't run into anything that could be improved.

Rating breakdown

Value for money
Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

9/10
Source: Capterra
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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Brooklyn O.

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
Read more
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
Read more