Who Uses This Software?

Call center management, Technical support, Customer support management, Chief Operating Officer (COO), Product Manager (PM), IT Helpdesk & ServiceDesk, Technical Writers


Average Ratings

77 Reviews

  • 5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Version
    Yes
  • Free Trial
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Webinars
    Live Online
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Yonyx
  • corp.yonyx.com
  • Founded 2010
  • United States

About Yonyx

Yonyx is a cloud based platform for creating decision tree driven interactive guides for customer service that integrate with your CRM system & help improve consistency & quality of service delivered by an organization.


Yonyx Features

  • Alerts / Escalation
  • Appointment Management
  • Automated Routing
  • Automatic Customer Notices
  • Complaint Monitoring
  • Contract Management
  • Customer Database
  • Customer Experience Management
  • Help Desk
  • Inbox / Queue Management
  • Knowledge Base
  • Known Issue Management
  • Live Chat
  • Self Service Portal
  • Surveys & Feedback
  • Trouble Ticketing
  • Work Order Management
  • Cataloging / Categorization
  • Collaboration
  • Content Management
  • Data Management
  • Discussion Boards
  • Document Management
  • FAQ
  • Full Text Search
  • Guided Problem Solving
  • Self Service Portal
  • Self-Learning
  • Cataloging / Categorization
  • Customer Service Analytics
  • Customer Support Tracking
  • Email Response Control
  • Knowledge Management
  • Live Chat
  • Performance Metrics
  • Search
  • Self Service Portal

Yonyx Reviews Recently Reviewed!


Providing Self-Service to our Dealer Network

Sep 13, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: 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.

Recommendations to other buyers: 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.

Perfect Troubleshooting Tool

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Great Product backed by Great Support

Sep 13, 2016
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: 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.

Recommendations to other buyers: I would certainly recommend Yonyx for anyone looking for expanding the content footprint on their unassisted support.

Wonderful for my troubleshooting needs!

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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.

Great platform. Super user friendly!

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Before Yonyx was implemented we had to flip through a paper script which was very frustrating cause sometimes you would have to flip back and forth from page to page and get completely lost. With Yonyx our script automatically pulls up the correct info that we need and has tabs to take you step by step. It made my job so much easier and more efficient. I LOVE Yonyx and highly recommend it to anyone looking for a fast and easy system to increase their productivity.

Cons: Maybe some sub tabs. Sometimes I click on the wrong tab and would like it to go back to a certain point I was at in the script, instead of having to keep clicking backwards.

Very useful Tool

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Yonyx is the one of the best tool for enterprise admin to setup self-help portal. Using this end users can resolve their queries by own and its reduces load from IT HelpDesk.

Cons: There is should features which send alearts for less or non used Yonices, which helps us to update Yonyx with latest information.

A great tool for self service.

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: We decided to use Yonyx in our company for self-guided setup for our customers. Not only has it cut down on technical support calls, but it has also assisted our current and new technicians when assisting customers, driving down AHT. It's a great tool I would recommend anyone to use with their existing knowledge base.

Cons: Getting started can be a little daunting, but once you get in the flow of using the system everything starts to click.

Eliminates tech support calls

Aug 21, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Once we published Yonyx is really helped us reduce the number of times customers would call into tech support. Referring callers to our online guide really has also helped our customers feel more supported. The Yonyx support team has also been extremely helpful and great to work with as we started our partnership together. I highly recommend giving Yonyx a chance to earn your business.

Cons: The admin page is not as intuitive as I'd like it to be but once you learn how it works it can be overcome.

Yonyx changed the game

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: 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 .

Great Tool

Sep 19, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: We stopped printing our script materials. We are able to change the scripting for our teams literally in real time. The notes for our agents get auto populated with information based on responses.

Cons: There are a few user administration points that are just odd to deal with but nothing unmanageable. In general the user administration portal is a little frustrating to navigate through, but you don't need to interact with it often.

Yonyx!

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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Pros: Yonyx is a great app that I use every day. 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. When it comes to functionality, this is a very productive tool that helps me reach my goals when I'm with a client on the line.

Development of a decision tree embedded in a stand alone website

Dec 17, 2015
5/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: 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.

Yonyx Streamlines Self-Support

Jan 30, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: 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.

Cons: 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.

Great tool for providing consistent omni-channel customer experience

Jan 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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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

Dailey user at Opcity Realty

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Less clutter on my desk since we ditched paper scripts. 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. Besides that, it's awesome to use!

We use yonyx to preform a consumer experience using a consumer script that is provided by yonyx.

Sep 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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.

Cons: I would have to say that i haven't seen any cons with this program, It is very user friendly to everyone .

Incredible support from the Yonyx team, combined with easy-to-use interface and reporting

Jan 30, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: 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!

My helpdesk uses Yonyx everyday

Sep 25, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Yonyx is a fantastic tool for any helpdesk. Setting up workflows for step by step troubleshooting. Simple yes or no questions can guide an inexperienced agent through many issues.

Cons: It can be a bit overwhelming at first. The setup of a guide is some what cumbersome and time consuming. However once you get the hang of it, things go fairly smooth.

Sep 19, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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User Friendly

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: 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!

Cons: I have no negative reviews (yet). Sometimes it has a little lag, but with all technology comes some occasional difficulties.

Yonix has made scripting a breeze

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: No longer must you read scripts from a page or flip through looking for specific phrases. 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.

Easy and functional

Sep 19, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 7.0/10 Not
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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)

Changing the face of support through self-service modules

Jan 11, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

5 / 5
Value for Money

Comments: 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

Easy to use solution with extraordinary support

Jul 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This is a light, fast, adaptable way to get the right answers to our customers. We imagined a slightly different use case and were blown away with the responsiveness of the Yonyx team who helped us make that possible. WCAG 2.0 AA compliance assistance was a huge plus. We like the analytics and are looking forward to using that to refine our guides as they get used.

Cons: Early days for us so hard to say. I guess I don't much like how the guides natively interconnect, with dropdowns of guides per catalogue per line of business. But that's scarcely a problem given we embed these in our own site and use that navigation instead.

Fast and Efficient!

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: It helped our company go to one automated system! Before we used paper scripts and it could be confusing. Now we can trust that we are helping our clients correctly!

Cons: It took a few times running through to get the hang of it. It was a life saver once I got used to it though!

User friendly and makes online scripting easy!

Sep 30, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like that it is easy to navigate and gives you the ability to create different pathways for your script.

Cons: 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.

Yonyx helps collect all the data for our company to use

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: Yonyx is super easy to use! My company makes a lot of data driven decisions in order for our success and time we spend here to be maximized. 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.

Yonyx takes the "Trouble" out of troubleshooting!

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: It is a great web app that allows my team to easily follow step by step instructions to help their customers troubleshoot! It is a great program!

Cons: None I can think of! Maybe just easier/quicker ways to update when changes need to be made. Overall It is pretty darn good!

Smart

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: It is quick and easy to use. To think that your daily function is just a click a way instead of flipping though pages.

Cons: I really have enjoyed yonyx I wouldn't say I have any cons to say about the product. I have yet to see major issues with it again super easy to use.

Yonyx Review

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: I like the ease of use, when it is properly set up, it is extremely simple. It's basically foolproof for the user.

Cons: If the administrator has not set it up properly, there can be broken links, and then you are left without a place to go.

Very easy to use, changed our business

Sep 24, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: Very customizable, we have over 1500 nodes and the updating and managing the content is super easy. This system enabled our call center to have consistency we never had before and allowed us to have a much more in depth script since the reps didnt have to have it all on paper.

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.

I use this for work

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
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Pros: It's simple and doesn't bug out often. I kinda like it. It's one of those things where I don't think my opinion would be helpful because anything could be better but the way to make it better might involve redoing the entire system. It's a simple text software that is basically the same quality as government education software.

Cons: I think the transcriber could be better. I think any opinion I have would be more about the preferences set by my admins instead of you guys. If this thing could just read my thoughts and say them out loud for me that would be so nice.

Great for call center

Jan 22, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

4 / 5
Value for Money

Comments: 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...

Easy and Effective Support Tool

May 02, 2014
5/5
Overall

Comments: Our system consists of a mix of software, hardware, and mobile interactions. Troubleshooting scripts can be difficult and complex to both write and communicate. Yonyx has provided a great solution for addressing our most common troubleshooting issues. In just a few hours, I was able to generate specific troubleshooting guides including graphics/videos that were appropriate for both our support staff as well as end customers. When gaps in content are identified, the guides can be updated and published in real time for immediate improvement by all users. This is exactly the solution I was seeking. I plan to continue growing our catalog and measuring the impact on call metrics.

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

My thoughts about using Yonyx

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 10.0/10 Not
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Pros: I like using Yonyx because I have never worked with this kind of program and it is very easy to use. It has definitely helped me with being able to go to the correct pages for each lead that we work and it has the correct lead type pops up with the appropriate script. Yonyx for me was very easy to learn and and being able to have something like this is amazing and to me makes my job so much easier.

Cons: So far I've had no real issue with Yonyx. The system itself is pretty easy to use and easy to navigate through.

Great interactive guide

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Yonyx provides a user-friendly solution to interactive, step by step guides that are perfect for technical support professionals. 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. Support is fast and personalized.

Cons: The interface could be slightly more intuitive in some aspects, e.g. the window adding a guidance step. The toolbar seems a bit cluttered even though it is full-featured.

Unbelievably Life Changing

Jul 17, 2015
5/5
Overall

5 / 5
Ease of Use

5 / 5
Customer Support

4 / 5
Value for Money

Comments: 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.

User Friendly Program

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
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Pros: * Helps streamline the troubleshooting steps. * Once troubleshooting is completed or resumed for the day, you can update the ticket with the step by step notes. *Very easy to use

Cons: * Only issue that I have had was resetting the password. The system sends you a temporary password but I was not able to change it.

Yonix is clear, simple and effective

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: Yonix is great software used for scripting and or guideline assistance for customer service roles. We use Yonix on a daily basis and its a smooth process every time. Its easy to use and very helpful, anyone can use it. Would recommend to everyone looking for a great program that is clear, simple and effective.

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

Great Support Team Enhances the Greatness of Yonyx

Aug 26, 2018
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Besides its many features that had really helped in our customer service documentation, their tech support is top notch. They are active and immediately knows our concerns. 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. But as aforementioned, everything was great and it all works well now.

Hands on experience with Yonyx

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: It's reliable, easy to use, and always know exactly what information to give to our customers. We have a floor of over 400 employees, and its there for our support. Opcity is open 7 days a week, from 7am- 11pm, and Yonex is there to guide us through the day every day.

Cons: Really don't have any cons that i can think of at the movement. There might be some room for impairment, but nothing i can think of at the moment.

Good for the New agents

Sep 20, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 6.0/10 Not
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Pros: This was relatively easy to set up. The new agents use this often. this is a wonderful training tool.

Cons: our job has a lot of issues that can cause the next step to vary, once they become more experienced this gets harder to keep updated for the more experienced to use and it be helpful. If you are creating for finite steps then it works well but in our case it becomes useless the more knowledgeable a person gets

Great system to support our call-center agent and can be easily available for our customer

Sep 21, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Pros: Easy to create guide with video, photos, link... Easy to implement as stand alone solution Good support from the team to implement in Sales Force environment Available in Multi-Language for the same guide

Cons: Only available in English for the administrator role but guides are in Multi-language for end user. No data center in Europe so far.

Sep 21, 2018
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
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Sep 19, 2018
4/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Sep 19, 2018
4/5
Overall

5 / 5
Ease of Use

3 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 7.0/10 Not
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Quick to pick up and easy to use

Sep 20, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: Yonyx has from the start been super easy and quick to use. I picked up pretty quickly when i first started with my company and found the value in it immeasurable . I use it every day at work and it has helped me grow as a CSR.

Cons: Due to the millions of possibility scrolling back or forward or even just some parts of pages may be incorrect .

Reduction in calls since implementing

Jun 20, 2014
5/5
Overall

Comments: I implemented one guide on our support page to test the functionality of the product. I found the creating process to be very simple. Once done and added to our support page I monitored and gathered data over a 10 week period. I was shocked at the metrics. I could see how many views it got, how many users traversed the guide, how far they went. I have seen, on average, a 10% decrease in support calls per week since adding just the one guide. I have plans to create and add several more.

Pros: Easy to use - creating guides are very simple. Support on the product is great - any questions about functionality are answered promptly. Metrics are fantastic. Very insightful.

Cons: None at this time.

Great Software to build instant "Decision Tool"

Jun 19, 2014
5/5
Overall

Comments: 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. 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. The team has been very helpful and worked with us to increase our results.

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.

Good choice for tech support

Jun 10, 2014
5/5
Overall

Comments: Great choice for easy-to-use tech support. I created an expansive yonyx guide to help my co-workers with more complex technological issues, and hope to eventually publish it for customers' use as well. Fairly easy to set up, and even easier to use, it provided a way to streamline a lot of more advanced tech knowledge into a simple flowchart. Yonyx could improve by adding copy/paste options for whole steps, rather than just the answers. Very satisfied, and customer service is extremely helpful and attentive as well. Overall, very happy with the service and plan on using more in the future!

Pros: simple, streamlined, user-friendly, great customer service

Cons: could use a little bit of improvement on the development side

Excellent for guiding members and support agents

Mar 20, 2015
5/5
Overall

Comments: 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.

Super fast transition from paper to virtual scripting

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: Easily followed as client questions are asked, allowing for customization of the scripting process that allowed for easy changes.

Cons: There is a little bit of a lack in flexibility when a client goes out of the scripting process, it is still easy to maneuver as long as you can control the call.

Training With Yonyx

Sep 19, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I love how user friendly Yonyx is. Currently we use Yonyx as a troubleshooting tool for our font line staff to use when assisting our clients.

Cons: Nothing we can think of at the moment, we have been very impressed with the consistency of the experience and overall reliability.

Capterra loader

Enables smooth consistent messaging.

Oct 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: Yonyx makes navigating call scripts simple. 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.

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

Easy to use product, Excellent support

Sep 23, 2014
5/5
Overall

Comments: We have ben using Yonyx guides for a month. Implementing the product was straightforward. 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. They worked with us to create a solution that meets our needs. Users have been solving their own problems via the guides and seem to like the format. We look forward to making use of the analytics to further improve the user experience.

Pros: Easy to implement. Weekly use reports give a nice overview of how the service is performing.

Cons: Training videos could be improved with audio.

A must-have!

Sep 13, 2013
5/5
Overall

Comments: 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. Yonyx has helped present these steps in an interactive way, so that customers are more likely to complete the steps rather than call for guidance. This is freeing up our phone agents time for focus on customers with more critical issues.

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

Multiply your customer reach

Apr 07, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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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!

Work with Yonyx daily at work

Sep 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
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Pros: To the point, I have never had any problems using Yonyx this program is very helpful and east to use.

Cons: I do not have any negative things to say about the Yonyx I work wit. I highly recommend this to anyone.

Excellent Service

Jun 17, 2015
5/5
Overall

4 / 5
Ease of Use

5 / 5
Customer Support

4 / 5
Value for Money

Comments: 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.

Vendor Response

by Yonyx on March 26, 2016

This has now been addressed.

A good useful app

Sep 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: Its easy to get up and running with this app, its straight forward and ready for use very quickly, the functions are well thought out and it provides a really easy to follow guide for users

Cons: We haven't used it in anger as yet, so we haven't seen any negatives. Time will tell, but so far, I cant really see any negatives.

5 Stars for Yonyx Interactive Guides!

Sep 19, 2013
5/5
Overall

Comments: We're actually using Yonyx for agent-side troubleshooting during calls. 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: Excellent customer support along with thorough instructions and video tutorials makes both setup and use a breeze. Yonyx is cloud based so we are able to use it anywhere, on any of our desktop or mobile devices.

A great tool to narrow down customer issues

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
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Pros: I like that its well organized and allows you to narrow down the solution to a customer's problem. It allows us to use links to different pages that may contain solution information.

Cons: There isnt really much to not like. Its a great tool. If I had to say anything, I would say that it would be nice to have slightly better navigation.

Makes things so much easier!

Oct 22, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: I love how organized it is. How the lay out is set up.

Cons: Sometimes it doesn't insert the correct information but that's ok.

Overall: I love it!

Get Yonyxified

Sep 30, 2016
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
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Comments: 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

Recommendations to other buyers: 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....

Happy with the product

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: We use Yoynx for our company Knowledge base site. Its very easy to use, Helpful and time saving in comparison to the older products. Overall I can say its an value for money

Cons: No Cons observed Have been using this and there is no issues observed till date. Make be make the free trial more options for feedback

Brilliant!

Nov 26, 2014
5/5
Overall

Comments: 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.

Very flexible and configurable, great support

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 9.0/10 Not
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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. Great support from the Yonyx team who always have time to help and assist with your implementation.

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

Yonyx

Sep 19, 2013
5/5
Overall

Comments: 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: Extremely easy setup and short learning curve. Minimal maintenance needed. Flexible integration options.

Cons: Lacks advanced reporting/analytic features. The reporting interface itself could also be more user friendly.

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Sep 15, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Yonyx an interactive customer service

Sep 19, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Pros: helps customers for self service High Case deflection (web to case, email to case) as customers were able to resolve 1% of the issues

Cons: If it interacts with Knowledge base and further improve the questions based on the product customer has bought and the history of the issues.

Yonyx in an IT solutions environment

Sep 19, 2018
4/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: Yonyx has been very useful in increasing productivity and quality in an IT solutions environment. Yonyx is relatively simple from a user perspective.

Cons: Creating guides can be cumbersome, but is relatable to similar systems after passing the expected learning curve.

Feb 08, 2018
5/5
Overall

Great product

Sep 29, 2016
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
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Comments: 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.

Sep 19, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 5.0/10 Not
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The platform is pretty cool

Sep 22, 2018
4/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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Pros: I like how it consolidates troubleshooting into a bunch of easy mouse clicks. It was a great learning tool while I was learning how to troubleshoot certain problems on customer's cell phones or our network

Cons: It's obviously only as good as the options given to it. I can't really think of anything that the system itself needs.

Great tool

Sep 19, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality
Likelihood to Recommend: 8.0/10 Not
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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