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

22 Reviews
  • 5 / 5
    Overall
  • 5 / 5
    Ease of Use
  • 5 / 5
    Customer Service

Product Details

  • 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!

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.

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
Likelihood to Recommend: 10.0/10 Not
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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!

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....

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.

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.

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.

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...

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

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.

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.

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.

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.

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.

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.

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

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

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.

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 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

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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