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Yonyx Interactive Guides - Frequently Asked Questions (FAQ)

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How should I choose a Title for my Yonyx Guide?
How do I make my guide more engaging?
When does the Author use Map view vs Slide view?
What is the distinction between a customer complaint & the root cause?
How do I determine my high volume customer complaints?
How do I leverage the knowledge in my Wikis & Knowledgebase articles with Yonyx?
How do I publish Yonyx Guides from my website?
What is configurable in the Yonyx Platform?
What security & access controls are available for my Yonyx guides?
How does Yonyx help improve productivity of Call Center agents?

How should I choose a Title for my Yonyx Guide?

Keep it short, clear & Symptomatic

The Title of a Yonyx Guide is perhaps the most important phrase you create as it summarizes the gist of what a particular Yonyx Interactive Guide is all about. Whether you plan to create Yonyx Guides for internal use (e.g. for your call center agents) or for customer self service use, a title should be a concise & precise summary of the topic a particular guide can be helpful for. Users will engage with the guide along multiple resolution pathways specific to each customer. One way to think of the Title is to think of your customer’s answer to the question “How can I help you?”

Example Titles of Yonyx Interactive Guides across industries
Computer Industry
·  Blue screen or machine hangs
·  Networking issues
·  Printer does not connect to my PC
e-Commerce
·  Games software issues
·  Personal healthcare devices issues
·  Mobile battery issues
Internet Service Providers
·  Speed or Performance issues
·  IP Address conflict issues
·  Modem hardware issues

Enterprise Software 
·  License re hosting issues
·  Integration Service issues
·  Import / Export issues
In house IT Support
·  Unable to login with my Windows profile
·  Installing printer on my machine
·  Configuring Cisco VPN on Windows 8
Consumer Electronics
·  My device doesn’t connect
·  My device not syncing properly
·  Backing up data from appliance

Cloud Services & Social Media
·  How do I create my RSS feed widget
·  Active sync troubleshooting
·  How do I forward my calls?
Counseling
·  There is not enough time in my day
·  Help me choose a career path
·  What course is right for me?

Follow these 60-second videos to learn more about creating a Yonyx Interactive Guide
Walkthrough – How to log in using your company subdomain
Walkthrough – Create an Interactive Guide in Slide View
Walkthrough – Enhance your Interactive Guide in Map View

How do I make my guide more engaging?

If its easy to do, it gets done!

01-step1
Each guidance step should not exceed one or two sentences of text. If you were speaking live with a customer, would you go on and on without giving the customer a chance to say something?

It is always a good idea to include an image, screenshot, photograph or video in each guidance step. Customers engage deeper with your guide when the text instruction is supplemented by multimedia.

It can take longer to add multimedia – but remember you don’t have to do it all on day one. You can publish an initial Yonyx guide with as much multimedia as you can readily create and later enrich the guides that surface to the top (due to customer usage).

Remember, the body of a guidance step is the Author telling customer to do something. This is immediately followed by a follow-on question – essentially giving users a chance to respond. So by keeping the body short and simple, you are encouraging the user to interact – leading to better engagement.

Follow these 60-second walk-throughs to learn more about enriching each guidance step with multimedia content.

Walkthrough – Add Images
Walkthrough – Add Videos
Walkthrough – Add Hyperlinks

When does the Author use Map view vs Slide view?

Create, Visualize & Enhance!

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Yonyx provides Authors two convenient views to the interactive guide they are creating – Map View & the Slide View. Why is that?
The Map View is used to layout the customer interaction flow as a series of simple questions and user responses. Map View helps Author visualize the flow, work on particular pathways & get a “bird’s eye” view of the entire guide as it evolves.

The Author switches to the Slide View to get a feel of the Customer traversal through a guide. In Slide View – the focus of the Author is on enhancing & enriching the content of each guidance step.

The final product is a combination of right customer interaction flow & rich content for each guidance step. Yonyx empowers Authors to achieve that by enabling almost all editing features in both the Map View & Slide View.

Follow these 60-second walk-throughs to learn more about what you can do in Map View vs Slide View.

Walkthrough – Enhance Your Guide in Map View
Walkthrough – Search in Map View
Walkthrough – Connect a User Response to a Guidance Step
Walkthrough – Disconnect a User Response from a Guidance Step

What is the distinction between a customer complaint & the root cause?

Each customer complaint may be due to multiple root causes!

03-GrassIsDying

Yonyx provides Authors two convenient views to the interactive guide they are creating – Map View & the Slide View. Why is that?
A complaint is customer’s answer to a support agent’s opening question – “How can I help you?” In the picture below “Grass is dying” is the customer complaint, while “No rain in weeks” is a possible root-cause.

Each complaint could thus manifest due to multiple root-causes, and troubleshooting or guiding customers appropriately requires interacting with the customer to determine the right solution or remedy for their unique situation.

Organizations are used to writing multiple articles in their knowledgebase for a given complaint – sometimes one for each root cause. You should create one Yonyx Interactive Guide for each customer complaint. One benefit of the Yonyx approach is that often you will find the knowledge of tens of articles can be expressed in one Yonyx Interactive Guide. This makes it easier for the customer (internal or external) to find the right guide by simply choosing the one that will address their complaint & interactively traverse down a path to get relevant help.

How do I determine my high volume customer complaints?

80% of customer calls are due to 20% of all customer complaints!

04-80_20_Rule

Determining the right customer complaints to focus on Yonyx guide creation efforts is important to the success of your efforts. In every business the famous 80/20 rule applies – i.e. 80% of customers call due to 20% of all possible reasons. Below we list three ways you can determine your high volume call drivers/customer complaints/reasons for customer-calls.

  • Intuition: You may intuitively know the main call drivers for your support requests. If so, please list them and use the internal survey described here to validate them.
  • Top 100 KB Articles:Create a list of the top 100 most viewed knowledgebase articles. Now segregate these according to the customer complaints they correspond with. You may find that 80% of these KB articles are related to a few (less than 10) customer complaints. Use these customer complaints as the titles for creating Yonyx Interactive Guides. You will end up collapsing multiple KB articles related to each customer complaint into one guide.
  • Conduct internal survey: If you don’t have a history of customer usage via a knowlegebase – or are going with your intuition to choose the high volume customer complaints – please review the article here to learn how you should validate these with a simple internal survey.
  • Spending time in choosing the right topics/complaints is as important as spending time creating the Yonyx Interactive Guides for each topic. Remember – users (internal or external) will click on a topic only if they feel it describes the problem they need help with.

    How do I leverage the knowledge in my Wikis & Knowledgebase articles with Yonyx?

    Add hyperlinks to Wikis & KBs in leaf nodes of Yonyx Interactive Guides…

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    Steps involved in solving a problem are often well documented in a wiki or Knolwedgebase article. But determining that this article is relevant for a given customer requires interactive troubleshooting to check if the root cause responsible for the customer’s problem matches the one the article was written for.

    In such cases it common for Authors to include hyperlinks to appropriate KB or Wiki articles in various nodes of a Yonyx Interactive Guide. This is a powerful way for Customers to leverage their investment in knowledgebase and increase its usage.

    Instead of getting frustrated by finding too many articles that match the keywords they search for, Customers interact with a Yonyx Interactive Guide to be guided to the appropriate article for a solution!

    How do I publish Yonyx Guides from my website?

    Simple Hyperlinks, Embeds or APIs give seamless access to Yonyx guides

    06-EmbeddedYonyxCatalog

    Yonyx Interactive guides can be published from your web-pages at three levels:

  • Embedding or Hyperlinking an Individual interactive guide
  • Embedding or Hyperlinking a Catalog of interactive guides (e.g. Troubleshooting, How-tos, or User guides)
  • Embedding or Hyperlinking a Landing Page consisting of multiple Catalogs of Yonyx interactive guides
  • A Yonyx guide often contains knowledge from multiple knowledge base articles. In such a case, you should include a hyperlink to the Yonyx guide from each knowledge-base article that has essentially been substituted with the guide. There can thus, be multiple KB articles pointing to a given Yonyx guide. If the Yonyx guide is replacing a traditional pdf user guide, you can include a hyperlink to the Yonyx guide along with the download option for the pdf version.

    A Yonyx catalog is a collection of related guides – e.g. all Troubleshooting guides for a given product line may be included in a catalog, while all How-To guides may be a separate catalog.

    Manufacturers supporting physical products like appliances or devices create a Yonyx Interactive Guide to substitute a paper or pdf user guide. Thus a Catalog may be a collection of all guides for related products – e.g. “Printer Guides”.

    A Landing page (also generated automatically for each Yonyx customer) shows multiple Catalogs, each containing multiple guides. You can embed an individual Yonyx guide, a Catalog or the Landing page from your website!

    Please click here to learn more about embedding an individual Yonyx guide.
    Please click here to learn more about embedding a Yonyx Catalog.
    Please click here to learn more about embedding your Yonyx Landing Page.

    What is configurable in the Yonyx Platform?

    Your Logo, Trouble-ticket creation form fields, fonts, even URL are all customizable.

    07-YonyxConfigurability_1
    08-YonyxConfigurability_2

    Yonyx platform provides a wide range of configurability to adapt the look n feel, & interactivity of the guides you create to suit the needs of your business. All of these configuration options require you to contact us – as they are setup by Yonyx, and some like URL masking require working with your IT department.

    Besides the configurable options shown in the two images, we can also configure an email alias (yonyx@yourcompanydomain.com) to receive a weekly email summarizing a snapshot of your usage (e.g. total nodes of content, author activity or user activity).

    All configurations can be setup anytime during the guide content development or publishing process & applies to all guides in your subdomain.

    What security & access controls are available for my Yonyx guides?

    Three levels of access controls – Anonymous Users, Invited Users & SSO Users

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    Yonyx platform gives you three levels of security controls to manage access to the guides you create:

  • Anonymous Access – This is free for all access wherein anyone can traverse your guides without any need for authentication. This is commonly used by B2C organizations who want widest reach for their content.
  • Invited Users Access – In this case, only those users whom you (the Yonyx Admin) have invited & who register with Yonyx, can access your guides. This access is used by small to medium organizations who create Yonyx guides for internal use by their own employees.
  • Single-SignOn (SSO) Access – Yonyx also supports SAML2.0 based Single-Sign-On (SSO) access. In this case, only users who access your portal (after going through your authentication – e.g. LDAP or Active Directory) are able to access the Yonyx guides. Anyone trying to access the permalink to a Yonyx guide directly is redirected back to your portal.

    By default a new account is setup with Anonymous access. If you need to restrict access to your Yonyx guides, please contact us. SSO setup requires working with your IT department.

    These access controls give your organization the freedom to publish content for internal (Invited or SSO) or external (Anonymous or SSO) use while leveraging the power of cloud infrastructure that Yonyx provides.

  • How does Yonyx help improve productivity of Call Center agents?

    Improve Agent Productivity, Consistency & CSAT scores

    11-calldrivers1

    When Yonyx guides are deployed to assist call center agents helping customers on the phone – their productivity shoots up due to three primary reasons:

  • Few Starting Points: Instead of lumbering through thousands of knowledgebase articles, Agents quickly choose a Yonyx guide corresponding to a customer call driver.
  • No Conversion: Instead of converting a knowledge base article into interactive dialogue with the customer, Agents walk through the Yonyx guide along a pathway determined by customer’s response at each step.
  • OneClick TranscriptTM: Instead of spending precious minutes after each call documenting the interaction (after call work), the transcript of Agent’s journey through a Yonyx guide while helping the customer is saved in the Helpdesk record, saving hours of Agent’s time each day.
  • Due to simplicity of choosing a Yonyx guide among few, interactive traversal through the guide while helping customers, & OneClick TranscriptTM, entire Call Center Organization starts marching to the tune of shared knowledge. This results in higher consistency of service & higher CSAT. In an environment of high attrition rates, high training costs & increased competition, this is priceless.

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