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Guided Customer Self Service

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Linda is your customer,

1. She needed help a simple issue with her television. She searched your knowledgebase & found tens of articles professing to help with her issue.
2. She spends a few minutes skimming through a few search snippets.
3. She clicked on a snippet to open a comprehensive article.
4. Overwhelmed with the if-then-else statements in the article, she picked up the phone to call customer care.
5. Now she is wasting more of her precious time – waiting to speak with a representative.

How Does Yonyx Help?

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Improved Customer Satisfaction (CSAT)

More customers get their issues resolved quickly & correctly. This helps you meet or exceed customer expectations!

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Improved Average Handle Time (AHT)

Agents don’t spend time searching for articles in a knowledgebase, hopping through sections of articles or even writing call summary notes. This helps improve Average Handle Time (AHT) – resulting in further cost reduction.

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Improved First Call Resolution (FCR)

More L1 Agents are able to resolve issues without the need to escalate them to L2. This leads to reduced costs.

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Reduced Training Costs

Agents need to simply be trained to pick a guide for each call driver & traverse through along a customer specific pathway. Shadowing Agents is no longer required!

Let us help you evaluate.

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