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Interactive Decision Trees for Call Centers, Business Process based Applications & Customer Self Service

Interactively guide call center agents for technical support, business process compliance, telemarketing, lead qualification and more. Deflect incoming calls, improve customer satisfaction (CSAT) through interactive customer self service. Create business process based applications with enterprise data integration.

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Example 1: Troubleshooting Guide.

Interactive troubleshooting guides can be used by your technical support team or for customer self service.

Note the following as you go through this guide.

  1. Textbox to enter your name – appears on the home page.
  2. Dropdown to choose the TV brand – also appears on the home page. The TV brand you choose is stored in a placeholder. 
  3. Display Placeholder: The values captured above are stored in placeholders and used to personalize interaction with you!
  4. Auto-traverse Conditions: When you traverse through the guide along a path and successfully “solve” your TV issue, a youtube video is shown to you that corresponds to the brand chosen in the drop-down.
TV Troubleshooting Self Service GuideCompare with Knowledgebase Article

Example 2: Telemarketing Call Script

Call scripts for Inside Sales & Telemarketing organizations are often used, integrated with CRM.

Note the following as you go through this guide.

  1. CRM Fields Various lead related fields are read from CRM at Start time.
  2. Data Collected / Updated as the user goes through the guide is stored in respective placeholders.
  3. Check-boxes: are used to capture information about benefits currently offered to employees!
  4. Appointment & Lead Details: Upon completion of successful outcome, appointment and lead data is written back to CRM.
Employee Benefits Insurance Telemarketing Script

Example 3: Telecom - Customer Retention Call Script

Retaining your customers is far less expensive than acquiring new ones!

Note the following as you go through this guide. 

  1. Text area: Raw notes of call with customer are saved in a placeholder, and displayed in later steps. 
  2. Check-boxes: are used to capture all the reasons for cancellation. 
  3. Auto-traverse Conditions: After identifying the reasons for cancellation, as you traverse further down the guide, auto-traverse conditions are used to show a Rebuttal step corresponding to each reason chosen in the checkbox list.

 

Telecom - Customer Retention Call Script

Example 4: Multiple Choice Quiz

By choosing a score for each user response, you can create multiple choice quiz for your customer service team & customers!

Note the following as you go through this guide. 

  1. Traditional vs Train as you go : Build a traditional quiz or a train as you go type.
  2. Scoring Schemes: Choose from 3 scoring schemes shown. 
  3. Configurable Results Page: Note how you can display the final score along with details of all steps traversed by a user.

 

Multiple Choice Quiz

Example 5: Authenticated customer self service

By adding custom commands, you can authenticate self service users, and take necessary actions - e.g. to reset a modem remotely, display account information etc.

Note the following as you go through this guide. 

  1. Please reset my modem remotely : Notice how authentication enables remote signals for self service reset.
  2. Embed animated gifs: Notice how an animated gif is embedded within a guidance step. 
  3. Embed Video: Note how you can embed a video within a guidance step.

 

My Modem isn't working

Example 6: A/B Testing of Scripts

Yonyx platform has many system placeholders. One of these, generates a random number between 1 and 10, each time it is invoked. This guide below shows how A/B testing can be accomplished in the Yonyx Platform.

Note the following as you go through this guide. 

  1. Capture User name : The first step captures the guide user’s name in a text box.
  2. Display User name : The captured name is displayed in subsequent steps to personalize the interaction. 
  3. Randomly Chosen Greeting : The guide uses a system placeholder to display one of three randomly chosen greeting.

 

A/B Testing Script

Example 7: Customer Survey Guide

Yonyx guides can also be used to build very comprehensive customer surveys. This guide below shows the Yonyx Platform Capture helps capture customer satisfaction scores, feedback, and more!

Note the following as you go through this guide. 

  1. Satisfaction Scores : Based on your satisfaction levels, the guide captures a score ranging from 1 to 5.
  2. Conditional Logic : Survey steps based to the  role(s) chosen by the user.
  3. Data Collection Summary : The guide shows you a summary of all data collected in the final step.

 

Yonyx Customer Survey using Yonyx

Core Features

Create Decision Trees Intuitively

Built on highly advanced Decision Network Architecture (DNA) Yonyx Map View provides a first of its kind solution for creating and visualizing decision tree driven customer interaction flows.

Decision Trees in Call Centers

Consistency is a pre-requisite to improving customer service! Use of decision trees in a call center helps improve consistency – resulting in Improved first call resolution (FCR), Increased Customer Satisfaction (CSAT) & Reduced Average Handle Time (AHT).

Decision Trees for Customer Self Service

Starting from a symptom, a customer can interactively troubleshoot an issue by traversing a decision tree along a given pathway. This helps customers quickly determine the underlying root cause and the corresponding solution.

CRM Integration for Decision Trees

Present relevant (ticket category based) decision trees to Agents from within CRM screens. Create ticket in the CRM from any step of a self service tree. Automatically include transcript of the path traversed through the decision tree in CRM ticket.

Enterprise Data driven Decision Trees

Unshackle your decision trees with access to Enterprise data. Look-up, capture or update information in any databases from any node of your decision tree. Auto-traverse through steps in a decision tree based on data driven conditions.

Insightful Decision Tree Analytics

Determine popular pathways and abandonment rates through any decision tree. Use activity reports to drill-down into usage by user or by decision tree. Let insights help improve your decision tree content and organization compliance.

Usage Statistics

See how widely Yonyx is used by our customers.

User views per month

Authoring Activity thus far

Decision tree nodes created

Number of Users

Our Customers

A sample of our Customers
Global Customers

What our Customers say

Hear success stories straight from our Customers.

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, Sutherland Global Solutions

Brilliant!

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, Reculver Technology

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

VP Engineering & Architecture, Virgin Pulse

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

VP Customer Service, Apptix

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

Manager Technical Support, Rand McNally

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, Mailstreet

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