Yonyx Product Tours

Tutorial: Yonyx Platform Overview

Yonyx enables you to create decision tree driven interactive guides. This video gives you a comprehensive high-level walk-through of all aspects of the Yonyx platform. It is suitable as an initial introduction for someone looking for an overview without necessarily learning hands-on about how to do any particular task in the Yonyx platform. If you have any further questions please contact us.

Decision Trees vs Yonyx DNA

Decision trees explode exponentially as you increase the number of steps of interaction & you find yourself duplicating content along multiple trajectories. Yonyx Decision Network Architecture (DNA) is a unique implementation of graph database that overcomes both these limitations giving increased flexibility combined with ease of use to Authors. This enables creation of interactive guides with orders of magnitude higher complexity than was possible historically with decision trees. To learn more please click here.

Tutorial: Create a Yonyx Interactive Guide

This is a “must view” tutorial in its entirety, for anyone who is going to create or edit Yonyx Interactive Guides. While you can watch it completely before starting your first guide, it is best if you have two monitors & play the video on one (or on your iPad), while following along to create the example shown in the video. Remember, you will need a computer with Safari, Chrome, Firefox or Oprah browsers for authoring. Internet Explorer is not supported for Authors, while the guides you do create can be accessed using any browsers including IE, Safari, Firefox, Chrome, Oprah, iOS or Android.

Insert images in a guidance step

A picture is worth a thousand words! Yonyx Interactive Guides should be created with a picture or screenshot in each guidance step. You should upload a high resolution image to Yonyx & not worry about its size. Yonyx User View will automatically resize the image based on the screen size of the device (including mobile devices) the User is trying to access the guide from. If a guide is embedded in an iFrame (like with Call Center CRM applications) – the images get resized to fit in the width of the iFrame automatically. Furthermore, Yonyx Cloud is CDN enabled – so the images you upload may be cached in edge servers in more than ninety countries for faster access by authorized users. You can also view images uploaded by other Authors from your organization & search for them by name.

Insert video in a guidance step

Yonyx does not host videos but you can insert videos from various sources within each guidance step of a Yonyx Interactive Guide. These videos may be from popular hosting sites like YouTube® or Vimeo®, or may be hosted by you at some other site. You can embed these videos by including the embed script of such videos or by including the html5 video tag. You don\’t need to worry about the size of the video embed. Yonyx User View will automatically resize the video based on the screen size of the device (including mobile devices) the User is trying to access the guide from. If a guide is embedded in an iFrame (like with Call Center CRM applications) – the videos get resized to fit in the width of the iFrame automatically.

You can include Hyperlinks to other web-pages, wikis, knowledgebase articles – or even to other Yonyx guides, in the guidance step of a Yonyx guide. Say in a troubleshooting guide, the leaf node may uniquely determine the root-cause for a given symptom (the topic of the guide) & point a self service user to a wiki article describing the exact solution. Be aware that when you are including a hyperlink to an external web-page, the User is leaving your guide & you will not capture their activity after they have left the guide, in the Incident reports in Yonyx. Similarly, if you include a hyperlink from the leaf node of one guide to the root node of another guide – the traversal of the user will be captured as two separate incidents – one across each guide.

Yonyx Map View offers convenient search & hop functionality to help Authors navigate through a guide during creation or content update process. To search in Map View, Yonyx Author should expand the guide completely by choosing Expand from the root node. Search works across all expanded nodes visible in the Map View – but you can confine the search results to only nodes containing the search term in Title, Body, Follow-on Question or Notes sections. Map View Search also allows Authors to search for Orphan User Responses – i.e. User Responses that are not connected to any guidance step. A completed guide should not contain any Orphan User Responses. You can also search for Leaf Nodes & after enabling cumulative traversal analytics, trace your path backwards to determine the popular paths that lead to a particular leaf node.

Access cumulative traversal analytics

Yonyx graph database captures each and every traversal through a guide by an Internal User (e.g. call center agents) or an External User (customers using self service guides). Each footstep along a pathway during every session is captured & cumulatively displayed. This data is further timestamped – so that you can slice and dice it in various date ranges. These cumulative traversal analytics are invaluable in deriving insights into your product usage, underlying problems & support challenges. You can even get survey statistics across your customer base without conducting a survey – e.g. If a follow-on question in a guidance step says “What smartphone are you using?” & the possible user responses are “iPhone, Android, Windows Phone, BlackBerry” etc. then the cumulative traversal analytics give you a snap-shot of your customer base in a given date range, without ever having to survey your customers.

Tutorial: User Administration in Yonyx Platform

Yonyx Administration Console gives you a comprehensive toolset to administer Users. You can invite new users, give some users authoring privileges, set them up as co-authors on the same guide – all from the Yonyx Administration Console. You can even associate Users to specific lines of business – there by flexibly configuring access control to content published in multiple lines of business.

There are two types of Users in Yonyx – Internal Users & External Users. Each Internal User when going through a Yonyx guide will see three links below the guide:

  1. Helpful – send a compliment
  2. Not helpful – send feedback
  3. Done? Generate Transcript.

External Users don’t see these links – they see only two links.

  1. Helpful – send a compliment
  2. Unable to resolve? Submit a support request

Each Internal User traversing a Yonyx Guide is also able to generate a Yonyx OneClick TranscriptTM.

Add more Users to your Yonyx Account

A User is added using the Yonyx Administration Console as either an Internal User or an External User. Use the “Invite Users” feature for this. Some Internal Users (e.g. your support staff, call center agents, telemarketing folks etc. whoever you are creating the guides for internal use) can further be given Authoring privileges.

Users also can be given varying access to guides published across lines of business. This is done by associating a User with one or multiple lines of business. Guides published to Lines of Business that are configured for Private access, can only be accessed by Users who are associated with that line of business.

While most organizations use this feature to add “Internal Users” – You can also invite “External Users” – if, say you have created an interactive video training series & published in a “Private” line of business – and you want to grant access to it to specific named users.

Granting Yonyx Author privileges

After adding a new User to your account, the Yonyx Admin can grant authoring privileges to some of them. Each author (upon completing registration) gets the ability to create brand new guides or can be made a co-author on existing guides. Such newly added Authors should go through a Video Tutorial called “Create a Yonyx Interactive Guide”, before starting to create new guides.

Disable Yonyx Author privileges

Yonyx Admin can disable Author privileges of any user by following the instructions shown in the video. Such users now loose all the authoring related options from the gear drop-down menu. A disabled author has the same privileges as an Agent who can access Yonyx guides & go through them, send feedback or compliments to the author or generate OneClick TranscriptTM

Add co-authors to a Yonyx Guide

Each Yonyx guide can have one or more co-authors associated with it. A Yonyx Admin can add multiple co-authors for each guide. Each Co-author has equal privileges in terms of being able to edit the guide. If two co-authors step over each other while modifying the guide simultaneously, the Yonyx platform will alert one of them. Please review the video clip here to learn about adding co-authors to a guide.

Single Sign-on (SSO) Integration

Yonyx support single sign on integration through (industry standard) SAML2.0 protocol. A trust relationship is established between your organization and Yonyx during the implementation process where your Portal acts as a SAML IdP (Identity Provider) while Yonyx acts as a SAML service provider. A user now has to be authenticated by your portal before he/she can access the Yonyx guides. To learn more technical details about this integration, please click here.

Tutorial: Publishing Yonyx Guides

This video tutorial walks you through the details of various ways of Publishing Yonyx Guides. Each Yonyx guide should be published, before it can be accessed by anyone but the author. A guide is published to a catalog in a line of business. Your Yonyx account supports multiple lines of business. A line of business (LOB) is a way of publishing Yonyx guides for independent audience. Each LOB has independently configurable access controls, CRM integration, Branding, SSO integration, etc.

The Yonyx Landing Page

A Yonyx Landing Page is an automatically generated page that shows all the guides published in its corresponding Line of Business (LOB). Each Yonyx Landing Page can consist of multiple catalogs of guides. You can thus have a Landing Page for guides published for internal use vs. another one for customer self service guides. A Landing Page can be embedded in a CRM system or your customer self service portal. Guides published to a line of business automatically appear on the Landing Page and those unpublished get removed from it. The Landing Page allows users to choose guides by browsing through the guide topics or by searching through all nodes of all published guides.

Re-ordering catalogs on the Landing Page

Each Catalog is a collection of related Yonyx guides published in a Line of Business (LOB). The Landing Page (corresponding to the LOB) can contain multiple catalogs. The order of guides within each catalog are reshuffled periodically based on their popularity. The order of catalogs is controlled by the Yonyx Admin, who can even decide to hide or unhide certain catalogs. Please see the attached video clip to learn more about how to change the order of Catalogs on a Landing Page.

Adding catalogs to a Landing Page

More catalogs can be added to a Landing Page by Yonyx. To request more catalogs please login as the Yonyx Admin for your account, choose the Line of Business under which the new catalogs should appear then request additional catalogs following the instructions shown in this video clip. Once these have been provisioned, you can publish one or multiple guides under each catalog, rearrange the order of these catalogs on the Landing Page & hide or unhide them.

Changing access controls for a Line of Business

By default each customer setup within Yonyx as a unique sub-domain, has two lines of business. One of these is called “Customer Service” and is configured with access for internal use, while the other called “Self Service” is configured with anonymous access. As a Yonyx Admin, you can change the names of these Lines of business yourself, request a change in the access controls & even ask for new lines of business to be added to your account.

Multiple LOBs or Multiple Sub-Domains?

Think of each Line of Business (LOB) in Yonyx as a Vault in your Bank. The guides published in each LOB can be configured with separate access controls – sort of like having a separate lock for each Vault (or no lock at all!).

The merchandise in each Vault (the Yonyx guides published to such LOB) is displayed through a Yonyx Landing Page. Thus each Yonyx subdomain can have multiple LOBs – each LOB with its corresponding Landing Page. Each Landing Page can organize and display guides in collections of related guides. Each collection is called a Catalog. Each Landing Page can have one or multiple catalogs with a catalog having one or multiple guides.

Say, you have two or more sets of guides you want to publish. These could be guides for different product lines or for different divisions within your large organization. You might want them in multiple Vaults (LOBs) in the same bank (Yonyx subdomain) or multiple different banks (separate Yonyx sub-domains) altogether!

Depending on your business and technical needs, publishing these guides as multiple lines of business (LOBs) within one Yonyx account (sub-domain) or choosing to have completely separate multiple Yonyx sub-domains might make more sense. Please review the table below to determine. If you still have questions, please feel free to contact us.

Business Requirement Multiple LOBs in one sub-domain Multiple sub-domains
My users will have anonymous access to all sets of guides Yes Yes
My users will access guides after SSO authentication. I want different SSO (Idp) for each set of Yonyx guides. Yes Yes
My users will access content after SSO authentication. I want same SSO (Idp) for all sets of Yonyx guides Yes Yes
I want an independent Landing page for each set of guides – each with its own catalogs. Yes Yes
I want different page branding (e.g. Product or trade name branding) for each set of Yonyx guides. Yes Yes
I want same page branding (e.g. Company branding) for all sets of Yonyx guides Yes Yes
I want different CRM integration for each set of Yonyx guides Yes Yes
I want different URL Branding for each set of Yonyx guides – e.g. guides.tradename1.com & guides.tradename2.com [Applicable for Clients who purchase URL Branding service] No Yes
I want to see combined analytics across all guides Yes No
I want one invoice from Yonyx for my usage across all sets of Yonyx guides Yes No
I want separate invoices for my usage across separate sets of Yonyx guides No Yes
I want an internal employee (identified uniquely by his/her email address) to have access to more than one set of Yonyx guides Yes No
I want completely independent administration of content, users, analytics for each set of guides No Yes

Each Yonyx guide has a permalink for the guide. You can use this permalink to add hyperlink to a guide from a web page on your site. Being responsive in nature, the guide content will resize itself (including images and videos) based on the device & screen size (e.g. iFrame size) that the guide is being accessed from.

Renaming a Yonyx Line of Business

By default each customer setup within Yonyx as a unique sub-domain, has two lines of business. One of these is called “Customer Service” and is configured with access for internal use, while the other called “Self Service” is configured with anonymous access. As a Yonyx Admin, you can change the names of these Lines of business yourself, request a change in the access controls & even ask for new lines of business to be added to your account.

Tutorial: Using Yonyx Guides for Customer Self Service

One of the biggest frustrations of customers attempting self service is simply finding the right information. Knowledgebases can have tens of thousands of articles, but finding the one that is applicable to a given customer situation is a challenge. Yonyx helps ease this problem by significantly compressing the number of “topics” a customer has to (browse/search) across. Since you create one guide for each call driver (e.g. “My email is not working!”) – the tens of possible root-causes behind the topic/symptom are all hidden from the customer when he/she makes a decision to choose a guide to traverse. Once engaged, a customer also finds Yonyx guides easy to go through. They are not intimidated (such as while going through a complex article) & are only seeing information that is always relevant to them.

User traversal of Yonyx guides

The User View of a Yonyx guide is completely responsive in design. This means Users can access these guides from any browser, device or screen-size & the content of each guide (including images or videos) adjusts itself automatically! Users go through these guides one step at a time along a pathway of interest to them. They also see action links below each guidance steps that are different based on whether an External User or an Internal User is going through the guide.

Integration with CRM for customer self service

The Yonyx platform can be integrated with your CRM system with great ease & is already integrated with a number of third party CRM systems such as Salesforce.com, Zendesk, BMC Remedy. While traversing in User View, an External User (your customer) can escalate a trouble ticket in your CRM system from any step of the guide. This ticket not only contains the information entered by the customer in the Yonyx case form, but also contains a transcript of the path traversed by the customer before creating the trouble ticket. The case form is completely configurable by Yonyx. Please contact us to discuss integration of Yonyx with your CRM.

Management reports for customer self service

With traditional forms of customer self service platforms like Knowledgebases, the best you can get in terms of any management reports is the number of hits or views each article receives. That however doesn\’t tell you how often the article was useful, or which sections of the articles were useful to the customer. With Yonyx interactive guides, you can see complete details of each and every traversal through each guide, including how much time the customer spent at each step, which node were they on when they escalated a trouble ticket or sent a compliment to the Author! You can even export this data in a csv format and analyze it further!

Tutorial: Using Yonyx Guides in Call Centers

Most call centers suffer from high attrition rates (upwards of 30% per year). With rapidly evolving products, high attrition rates & constant pressures of achieving higher customer satisfaction (CSAT) ratings with lowest cost, call centers are faced with an uphill task of delivering accurate & relevant information to their customers quickly & consistently.

Yonyx helps ease this problem by attacking the three big shortcomings of current solutions for knowledge driven support. Please watch this video tutorial in its entirety to learn how Yonyx solution can help improve productivity of your call center by up to 50%.

Integration with CRM for call center use

Yonyx can be integrated at four levels for use in your call center:

  1. Single Sign-On (SSO) Integration with your CRM Agent Console
  2. Embedding Yonyx landing page in your CRM Agent Console
  3. Search Integration – i.e. Agents can find a guide triggered by the subject of a call ticket.
  4. Yonyx OneClick TranscriptTM Integration – Agents can include a detailed transcript of the path traversed through a Yonyx guide while helping a customer, in the incident record in your CRM.

To further discuss this integration, please contact us.

Use of Yonyx Guides by a call center agent

The difference between a seasoned call center agent & a new one lies primarily in their knowledge of the information available to them. A seasoned call center agent knows that an article exists for a given type of customer problem & knows how to search and find it. A new member to the team does not know all the articles.

Yonyx helps even out these differences in your organization. With the Yonyx approach, you simply have to teach a call center agent to pick a guide corresponding to a call driver & follow it along a pathway based on the interaction with the customer. To learn more about how this superior approach can help improve productivity of your call center by up to 50%, please watch the adjacent video.

Call center agent giving feedback to a Yonyx Author

Yonyx Platform is designed recognizing the fact that a subject matter expert may not anticipate all possible customer scenarios when creating an interactive guide. Call center agents, while going through the guide may discover new customer scenarios that were not addressed by the Author. In such cases, Agents are able to give feedback to author(s) directly from any step in the guide. Such feedback appears in the My Tasks drop-down of the Author and in management reports. Authors not only get the feedback text, but also see a transcript of the path traversed by the Agents.

Yonyx OneClick TranscriptTM

As call center agents go through a guide one step at a time along a pathway, the Yonyx graph database keeps track of the path traversed and the duration of time spent by the Agent at each step. At the end of the call, the Agent simply clicks on a “Done” link to generate a OneClick TranscriptTM that can be automatically inserted into a the CRM ticket through API level integration or copy/pasted into it by the Agent. This transcript saves precious time for the Agent who does not have to write subjective notes at the end of each call, while it simultaneously captures data in a structured manner for the organization to analyze in the future.

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