Yonyx

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.

Benefits: Customers see the benefits listed below which together result in 10% to 20% increased efficiency while simultaneously improving CSAT.

Reduction in AHT (Average Handle Time)

• One guide for each call driver - reduces time spent searching a KB & choosing amongst tens of matching articles
• Interactive traversal - Agents don’t need to hop through sections of KB articles which interacting with customers
• OneClick Transcript - Agents don’t need to spend time writing after call summary documentation Reduction in repeat calls % - i.e. Improvement in First Call Resolution (FCR)
• Agents follow consistent pathways to resolve customer issues
• New members need to only be trained to choose the right guide for each call driver & follow along.
• Agents escalate fewer calls as they don’t get lost hopping through complex KB articles Improvement in CSAT
• More customer issues are resolved first time
• Agents are able to provide accurate information quickly Reduction in Training Costs
• Agents no longer need to remember a lot of what they learn during training - thereby cutting down the training time
• Agents learn to quickly pickup a guide based on the call driver & go through it interactively while helping the customer. Analytics & Feedback driven improvements
• Context based Agent feedback results in guide improvements that benefit the entire organization
• Analytics captured help derive insights that result in improved products, procedures & services