Improve first call resolution (FCR) & customer satisfaction (CSAT) while reducing Average Handle Time (AHT)

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  • Improve first call resolution (FCR)
  • Improve Customer Satisfaction (CSAT)
  • Reduce Average Handle Time (AHT)
  • Reduce Training Costs
  • Use Agents’ Feedback & Analytics to improve guides


    Have you seen Customer Compliment of the Week?


    Embed troubleshooting guides in CRM systems for easy access. Automate after call documentation with transcripts of paths traversed by call center agents!

    Let customers create tickets in your CRM that include details of self service steps attempted!


    Instead of searching among hundreds of matching knowledge base articles, the symptom based nature of decision tree driven troubleshooting guides enables customers to easily choose the right guide.

    Interactive traversal & ability to create tickets in CRM from within a guide take customers’ self service experience to a whole new level!

    Robust Platform Under the Hood.

    Sign Up for a 30-day Free-Trial or Request a Demo

    Seen Customer Compliment of the Week?

    Build your own decision tree driven interactive guide in a matter of minutes!


    Unbelievably Life Changing!
    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.
    Improves 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.

    Donna Redway, Team Manager, SGS Aflac Payroll

    Excellent for guiding members and support agents
    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.

    Chiang Ying Yi, Vice President of Engineering and Architecture at Virgin Pulse

    Reduction in calls since implementing
    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. Very 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.

    Edward Rusch III, Manager, Technical Support at Rand McNally

    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.I like that I can interactively build complex troubleshooting guides, including screenshots. Can access them from the desktop browser or embed in intranet and web pages.

    Peter Lawrance, Technical Support Analyst at Reculver Technology

    Having used Yonyx for some time now – I can say I am thrilled with the performance of the platform. First of all the system has been rock solid – I don’t remember any downtimes! Customers love to get troubleshooting and how-to information in the guided interactive style Yonyx supports! We have seen about 20% reduction in incoming calls – a significant ROI. I’d highly recommend the unique approach that Yonyx provides to any organization that takes online self-service seriously.

    Harold McGann
    Vice President Customer Service

    I like to say that the Yonyx system is very simple to use, the interface is very user friendly and the end users have easy access to all support knowledge and videos. I highly recommend the Yonyx system to anybody out there using any kind of support system and wants to make it easier for their users and their customers.

    Gail Leone
    Senior Support Technician

    Yonyx provides us an amazing new medium to deliver personalized support information to customers in an interactive manner they really appreciate. Using Yonyx – we finally have a means of leveraging our large investment in wikis and knowledgebase by guiding customers to the right articles!

    Eric Borrmann
    Chief Operating Officer

    Yonyx enables us to take all of the knowledge that is buried in our company and put it out for the whole world to use. We benefit, and so do our customers.

    Kieth Osiewicz
    Senior Manager

    Robust Platform Under the Hood.

    Sign Up for a 30-day Free-Trial or Request a Demo

    Build your own decision tree driven interactive guide in a matter of minutes!

    Customer Compliments!

    How Yonyx Interactive Guides add mojo to interactive self-service?

    There is something missing in the various forms of self service available today. What is it? Why do customers not find what they are looking for when all the information they need has already been published by you? Why do they feel the need to call live agents?

    The answer lies in the guided interactive manner in which live agents help customers. Yonyx offers a unique solution that helps you deliver interactive self-service the way live agents do!
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    Cloud Service Provider Case Study

    Client is a premier provider of hosted business communication, collaboration, and IT solutions to businesses of all sizes. Its customers include companies ranging from SOHO to Fortune 500 – with particular expertise supporting legal, financial, healthcare, and telecom firms.

    Client was adding new products that were taxing the customer support staff though not yet adding sizable new revenue. Client wanted to free up some support resources by enhancing customer self-service. Client has a support staff of …
    Learn More

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