CREATE TROUBLESHOOTING GUIDES
|My TV doesn’t work – ARTICLE||My TV doesn’t work – TROUBLESHOOTING GUIDE|
|My iPhone is slow – ARTICLE||My iPhone is slow – TROUBLESHOOTING GUIDE|
IMPROVE CALL CENTER SERVICE
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!
IMPROVE CUSTOMER SELF SERVICE
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!
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.
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.
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.
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.
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.
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.
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!
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.