Guided Customer Interaction
Yonyx is a leading cloud platform that helps organizations create interactive decision trees for guided customer interactions. These interactive guides—used for troubleshooting, call scripting, and support—enable technical support teams, customer service agents, and IT helpdesks to deliver consistent, step-by-step assistance.
Internal use
Internal users access these guides embedded within CRM systems like Salesforce, Zendesk, Zoho, Microsoft Dynamics, SAP, Oracle, NetSuite, ServiceNow etc.
Call Scripts
When used for dynamic call scripting in inside sales, marketing, or lead qualification, these guides help boost average revenue per associate by driving consistency, standardizing objection handling, and using analytics to continuously measure and improve every step of the customer interaction.
Technical Support
When used for technical support, customer service or IT Helpdesk functions, these guides help improve customer satisfaction (CSAT) by helping agents resolve issues during the first call (improved first call resolution, FCR), while simultaneously reducing the average handle time (AHT).
Yonyx Data Connector
Yonyx Data Connector helps read/write data fields from CRM systems like Salesforce and enables agents to deliver personalized scripts for each customer, while skipping steps along a customer interaction pathway, based on the value of such data fields.
External use
External users (e.g., consumers) access these guides from your website pages, embedded within your knowledgebase articles, through chatbots, included within mobile apps, social media pages etc. Using Yonyx guides for customer self-service helps deflect up to 50% of incoming calls through interactive self-service.
Analytics
Built on a unique graph database foundation, Yonyx is also the most powerful analytics platform that helps customers derive insights into their customer interactions that simply cannot be derived in any other way.