App comparison
Add up to 4 apps below to see how they compare. You can also use the "Compare" buttons while browsing.
Learn why GetApp is free
Decision tree driven Interactive guides for customer service
Recommended
Christine B.
Professional Training & Coaching,
Review source
Share this review:
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.
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.
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.
Hamid C.
Real Estate, 1,001-5,000 employees
Used daily for 6-12 months
Review source
Share this review:
Yonyx is an overall good experience. I genuinely feel that user feedback is helping the system a lot with understanding what the user needs. It HAS improved dramatically over the last few months. However, more emphasis needs to be put on making appropriate legal disclaimers more easily accessible. It would also be helpful if we had a widget to submit feedback instead of having to include the link to the lead page every time.
It definitely brings value to a CSR by allowing them to follow a very organized process and structure. It provides a strong foundation for someone with great social skills and attention to detail.
It leaves too much room for error. There are technical issues and although they may not be very frequent, someone with less technical knowledge (who can be a great CSR) can run into random critical errors. Our role is vital for maintaining legal disclaimers and the software can create an issue for us by accident. Also, if those situations are not handled properly by the user (CSR), they can be disciplined for issues that may result in technical ignorance. Also, for the company, it can lead to accidental legal issues that should be avoided at all costs. I have had to submit feedback for errors to justify mistakes, which can add to a lot of unnecessary stress and work for all parties involved.
Jamie T.
Consumer Services, 10,001+ employees
Used daily for less than 6 months
Review source
Share this review:
Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.
For the most part, this software is an invaluable tool. There are consistent errors but familiarization with the product helps to make those errors less of a problem. I use Yonyx daily for up to 150 calls a day and its the best system I've used.
I would like to be able to submit requests about specific scripting and be able to make slight edit requests as simply as touching a button and submitting the change for a request.
Dear Jamie Thank you for your review below. An option to provide feedback to Authors does appear below every step in every path of the script. Perhaps you may not have noticed it? Once again, we thank you for your valuable feedback & appreciate you taking the time to share it with us!
Michael P.
Entertainment, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
Product is easy to use with enough depth to allow for customization.
Would like to see an updated task list. The task list cannot be easily exported with all the comments. It also cannot be sorted based on date or guide. Would also like to see more filtering abilities for the images. For example filtering images by the guide they are used in.
Brandon C.
Consumer Services, 5,001-10,000 employees
Used daily for 2+ years
Review source
Share this review:
Yonyx is great and makes my day-to-day job much easier! It's helps me stay more organized
Some things can Yonyx can be condensed to make navigating easier and quicker.
Tiffany C.
Real Estate, 1,001-5,000 employees
Used daily for 6-12 months
Review source
Share this review:
Yonyx is essential to my work at a call center and is a central part of helping me do my job well.
Yonyx is very intuitive to use, and I find it very easy to navigate through the scripting. It is very dependable, and I don't experience bugs very often.
Sometimes the names that populate in Yonyx are incorrect. However, this isn't a huge issue, and I can work around it.
Josh R.
Real Estate, 1,001-5,000 employees
Used daily for 1-2 years
Review source
Share this review:
These are my personal opinions and do not reflect the views of my employer. I think it is a great software for easy flow though scripts.
Pretty good all around on my end. No real Cons.
Mubarak R.
Automotive, 5,001-10,000 employees
Used daily for less than 6 months
Review source
Share this review:
In my daily routine , I will be suggesting the yonyx to my field engineers and technicians to trouble shoot the technical problems which they are facing in the field service. Really it's a awesome feature to use.
This is the first out sourcing product application I have used, after a few days of usage I'm really addicted to use, its very ease to use and trouble shoot the problems to the beginners in the company as well as it is feast to the persons like me who like to learn and implement new step .
The best thing I have used recently. Only one thing I want you add is video reference. till now the yonyx having the words and picture reference for the user, If you give new feature like video reference , it will be best thing.
Pritam D.
Telecommunications, 10,001+ employees
Used daily for less than 6 months
Review source
Share this review:
Easy to access the information. User friendly. Easy to adapt to the software.
1) The usage of yonyx for the end user is very simple and systematic.2) Content quality and content management experience is great.3) Easy access is one of its prime features. The scope of content moderation is fantastic.4) Content management, ease of adaptability of this software is great.5) It is a value for money experience for the end user.
1) Color scheme, choice of schematic or diagram is available for users.2) Choice of text style and font size or diagram is available for users.2) The content selection process or content disposal process could have been in the flow chart or diagram. It would look better.
Mary G.
Consumer Services, 10,001+ employees
Used daily for 1-2 years
Review source
Share this review:
Can always reply on the script for accurate information. Yonyx had never let me down.
Loads a bit slow at times. Wish the script popped up before the lead but still useful.
Eythan S.
Used daily for 1-2 years
Review source
Share this review:
Yonyx makes it so I rarely have to think when troubleshooting customer issues. Take any common issue you have to fix with your customers, lay out all the steps to investigate / fix the issue in order, and then just follow them like a "choose your own adventure" book. I use it every single day, even with troubleshooting that I've done hundreds of times, because Yonyx will remind me to check the things that I can forget. Yonyx has never been down in the year that I've used it, never given me login issues, it's never disappointed me.
I literally can't think of a bad thing to say, in my use of this product I have never run into anything that I could improve or that I would change.
Verified reviewer
Computer Hardware, 51-200 employees
Used daily for 6-12 months
Review source
Share this review:
Easy to use, clear and concise layouts. We use primarily for troubleshooting guides (internally) for our products, and it is an invaluable resource for our reps. The layout is clean and easy to read, and makes it easy to find what the rep needs quickly and easily. The multi-level layout is perfect for helping our newer reps walk through certain situations that are new to them, without our customers hearing any lack of confidence in the answers they're receiving.
So far, we have not found any reason to complain! Very much enjoy it. I do not participate in the creation of our pages, so I cannot speak to that, but as a user, I've found it perfect for our needs.
Eugene L.
Online Media, 1,001-5,000 employees
Used daily for 2+ years
Review source
Share this review:
Mostly good.
I love their support's accessibility to answer questions. They are super knowledgeable, and are incredibly responsive.
I I don't like our inability to connect the survey results to the individual "calls" that are created in our CRM.
Sandra W.
Internet, 5,001-10,000 employees
Used daily for 6-12 months
Review source
Share this review:
Good - I was able to read it and give accurate advice to the customers when they called in with an internet issue
Its easy to catalogue instructions which are easy to access during a call to a customerWe can access the instructions to set up a modem or troubleshoot internet issues with the customerThe user can access documents with graphics and text and these can be copied and emailed to the customer
A better string search options that looks at the whole text of a document rather than just the titles
Kari E.
Real Estate, 201-500 employees
Used daily for 6-12 months
Review source
Share this review:
My company uses Yonyx for quick navigation through a script that has many moving parts. It made our conversations with clients much more fluid and efficient. It is easy to use and made our whole company more successful. It is also easy to change- the administrator can edit at any time quickly which is great for a growing and changing company.
It can take some time for the initial set up, but once it is up and going it is super fast and easy to navigate .
Verified reviewer
Health, Wellness and Fitness, 51-200 employees
Used daily for less than 6 months
Review source
Share this review:
Yonyx provided us with an easy way to document our support team's troubleshooting steps to create and manage a self-support system to nearly-universal applause. This system has allowed us to reduce ticket volume significantly (up to 54% one month), saving both labor costs and additional workload for the existing team. With good authoring, Yonyx can become an integral part of your support system that enables expansion while reducing overhead.
Editing can be buggy or at times and tree production time estimates (as reported by Yonyx) are largely under-estimated for complicated products. However, the support and development team does a good job at handling and responding to requests, going out of their way to dig further into more challenging problems.
laseante c.
Real Estate, 201-500 employees
Used daily for 6-12 months
Review source
Share this review:
The system is very smooth and allows for all coordinators be fast and accurate, It also allows for data to be collect is a main stream flow which is easy and simple to transcribe, The great point about yonyx is that it is a very interactive system for our employees.
I would have to say that i haven't seen any cons with this program, It is very user friendly to everyone .
Andrew D.
Telecommunications, 10,001+ employees
Used weekly for 1-2 years
Review source
Share this review:
Far and away the best part is the support I've received from a customer rep. They always make themselves available to answer any and all of my questions and share their vast wealth of knowledge. They offer best strategies and can help you tailor your experience to your business needs. Beyond that, the tool itself is very comprehensive, it is generally very responsive and reliable. We use it for the creation and management of internal troubleshooting guides, but the use cases are many, it's just up to your imagination!
No cons were added to this review
Rohan J.
Consumer Services, 501-1,000 employees
Used daily for 1-2 years
Review source
Share this review:
Ease of use and allows for great call control
Some scripts tend to be a bit wordy and impacts keeping the consumer on the phone.
Kumaresan G.
Hospital & Health Care, 501-1,000 employees
Used daily for 1-2 years
Review source
Share this review:
Easy navigation for access denial reason
low information only carried, Need some brief explanation about search
Guru Balakrishnan A.
Hospital & Health Care, 1,001-5,000 employees
Used daily for 1-2 years
Review source
Share this review:
Easiness of the navigating of software technology
Nothing else can replace in this software
Jessica H.
Consumer Electronics, 10,001+ employees
Used daily for 6-12 months
Review source
Share this review:
It really helps you expect the unexpected. It is easy to navigate and really streamlines our process at work. It makes my job 100x easier and I could not do my job without it!
I have no negative reviews (yet). Sometimes it has a little lag, but with all technology comes some occasional difficulties.
Elizabeth H.
Internet, 1-10 employees
Review source
Share this review:
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.
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!
The settings menu is a bit confusing, I always have to click around to find what I am looking for
Verified reviewer
Real Estate, 201-500 employees
Used daily for 6-12 months
Review source
Share this review:
I like that it is easy to navigate and gives you the ability to create different pathways for your script.
I don't really have any cons about this software. It has drastically improved the efficiency of reps in our call center and is a much better solution than paper scripts.
Surendra B.
Electrical/Electronic Manufacturing, 10,001+ employees
Used daily for 6-12 months
Review source
Share this review:
Yonyx has saved a lots of time in work flow.The use of Yonyx has mad my job easier and can complete the task within no time.
It is so useful in understanding the work flow in industry.
existing features are good andexpecting new features.