Frequently Asked Questions
Who is using Yonyx?
Our customers range from large $B corporations to small startups in all industry verticals. To see a sampling of our customers, click here.
What is an External Incident?
An External Incident is one walk-through along any pathway (covering any number of steps) of a Yonyx Interactive guide by a customer. Such customer may be an internal employee (e.g. for HR or IT customer self-service) or external customer of your organization. Each External Incident is captured in the graph database powering the backend of the Yonyx platform along with the timestamp and duration of time spent by the customer at each step of the traversal. External Incidents may be associated with Anonymous users if you have deployed Yonyx guides for anonymous access by your customers through your self-service portal. External Incidents may also be associated with a named customer if the Yonyx guides are deployed behind SSO (Single Sign-On) integration with your Intranet or customer-facing portal. Some External Incidents may result in creation of a trouble ticket in your helpdesk system (see CRM/Helpdesk integration) that contains information customer shared with you along with a transcript of the pathway traversed by the customer before creating such ticket.
How should I estimate the number of External Incidents I might need to budget for customer self-service?
In most knowledgebases, KB Hits indicate the number of times any article snippet appears in search results or an article is viewed. Since many articles may appear in search results, the number of Hits is not an accurate representation of how often an article was viewed.Furthermore, since customers scan for the right article among many that appear in search results, they end up viewing multiple articles to find one that may be relevant for them. Thus, even the number of times an article is actually viewed is far larger than the number of times it was viewed by a customer for whom it was relevant! However, when you create Yonyx Interactive Guides for customer self service, each guide is mapped to one customer call driver. E.g. an eCommerce site selling Android phones may create one guide for all customers who call about “Battery Issues” – or an Internet service provider (ISP) may create one guide for all customers who call for “Slow/Erratic Internet connection” – even though in each case, there may be tens of pathways for each call driver. Due to this compression in number of starting points, customers have an easier time choosing the right Yonyx Guide, so they don’t engage with ones that are incorrect. All of these results in a substantially lower number of Incidents compared the number of KB hits you might see for corresponding articles.
How are Yonyx Guides integrated with my CRM/Helpdesk system?
If you create Yonyx Guides for Customer Self Service – each guide has a configurable text link that appears at the bottom of the page. The default language for this link is “Unable to resolve, submit a support ticket”, however Yonyx can configure the language of this link. Upon clicking this link a Trouble Ticket Form appears that can also be configured by Yonyx to contain specific fields you require.Yonyx Guides can be integrated with your CRM/Helpdesk system by configuring the Trouble Ticket Form to create a trouble ticket in your CRM/Helpdesk system. This can be done in one of three ways:
- Email–to–Case Integration: The Yonyx Trouble Ticket Form is configured to send a formatted email to an email alias you provide – e.g. firstname.lastname@example.org
- Web-Service-to-Case Integration: In this case, the Yonyx Trouble Ticket Form is configured to communicate through a web-service that your CRM/Helpdesk supports.
- Web-Form-to-Case Integration: If your CRM/Helpdesk system supports a Web-Form driven ticket creation, then Yonyx Trouble Ticket Form is configured to communicate directly with the Web-Form.
In either case, the ticket thus created in your CRM/Helpdesk system contains a link to the External Incident along with the information customer entered in the other fields of the Yonyx Trouble Ticket Form. Yonyx has successfully integrated with all major CRM/Helpdesk systems – such as Salesforce, Zendesk, BMC Remedy, Oracle RightNow, Oracle Seibel & several homegrown Helpdesk systems.
What is an Internal Incident?
An Internal Incident is one walk-through along any pathway (covering any number of steps) of a Yonyx Interactive guide by an Internal User. Each Internal Incident is captured in the graph database powering the backend of the Yonyx platform along with the timestamp and duration of time spent at each step of the traversal. Internal Incidents are associated with an Internal User (e.g. a customer support Agent, a telemarketing Agent, a sales counselor etc.) and provide invaluable insights into such User’s interactions with customers for QA, documentation, product & content improvement purposes.
Internal Users (e.g. a customer support Agent, a telemarketing Agent, a sales counselor etc.) can walk through Yonyx Guides any number of times (thereby creating unlimited Internal Incidents) for a fixed monthly fee.
Who are Internal Users?
An Internal User may be one of:
- Yonyx Admin: When you Sign-Up for a 30-day Free-Trial, you will by default become the Yonyx Admin for your organization. You can later request us to change the Admin &/or add an additional Admin user.Yonyx Admin user can invite other users in the organization to register with Yonyx as an Internal User or setup rules during SSO (Single-Sign-On) Integration with Yonyx to designate users with certain email domains to be Internal Users. Yonyx Admin can grant Authoring privileges to any Internal User who by default have Yonyx Agent privileges.
- Yonyx Author: is an Internal User who can create, edit, or delete Yonyx Interactive Guides. A Yonyx Author gets access to two unique authoring views (Map View & Slide View) that enable him/her to create the customer interaction flow in a visual manner.Once a guide has been deployed, Yonyx Author also gets access to cumulative traversal analytics that help drive future content enhancements along more popular pathways. Yonyx Authors can also send notifications to the team for communicating updates to existing guides or to send general operational updates.
- Yonyx Agents: are repeat users of Yonyx Interactive Guides. They traverse through a guide while helping a customer via phone or live chat. They typically are your customer support agents, telemarketing agents, or sales counselors advising customers about the right products to buy etc.Yonyx Agents can also send feedback to Authors with suggestions for content changes to a guide that can benefit the entire organization (crowd-sourcing). All Internal Users have access to OneClick TranscriptTM. Yonyx Agents may be your employees, contractors or members of an outsourced organization. They have access to all Yonyx guides for your organization, whether published for internal or external use & can go through them any number of times (Internal Incidents) for a fixed monthly fee.
What is OneClick TranscriptTM & how does it improve Agent productivity?
At the end of every call, Agents are required to document a summary of the interaction. This after call work can take up to 30% of AHT (Average Handle Time) of a call. With Yonyx OneClick TranscriptTM when an Agent wraps up a call and indicates a successful completion, a live transcript of the path traversed by them through the Yonyx Interactive Guide becomes available to include in the call ticket being closed by the Agent. This reduces the after call work down to almost zero, resulting in a significant increase in Agent productivity, while capturing audit-able documentation in a structured manner.
How do I justify the cost of Yonyx platform to my management?
If deployed for Internal Use – Yonyx Interactive Guides help improve Agent productivity by more than 15%. At a loaded cost per Agent of say, $4,000/month – the productivity gain of $600/user/month more than justifies the per User fee. This is over and above the improvements in CSAT scores and consistency of support delivered by the organization.If deployed for Customer self service, Yonyx Interactive Guides help deflect a percentage of calls that otherwise would land in your call center. Each Incident handled by a live Agent can cost between $5 and $500 (depending on your industry & business). Incidents handled by Yonyx Interactive Guides cost a small fraction of this, while providing 24×7 assistance to customers for routine repetitive help.
I work for an outsourced call center. How would Yonyx be of use to my organization?
As an Outsourced call center, you need to be cost competitive in the marketplace & also be able to deliver higher CSAT ratings to your client. Please watch a short video overview for more details.Yonyx helps you achieve both of these objectives while also creating a powerful showcase for prospective customer wins. Prospective customers are more likely to believe your service level commitments when they see a powerful platform and processes being followed to deliver the service.
Who is Yonyx suited for?
An Organization with a product or service whose L1 support is repetitive in nature but customers want hand-holding & step by step assistance for troubleshooting or how-to help. Yonyx interactive guides help you reduce incoming calls from customers significantly, providing cost savings while improving customer satisfaction.
Where can I read independent reviews about the Yonyx Platform?
You can visit this link at getapp.
Who from my Organization should start evaluating Yonyx?
You can start by signing up for a 30-day Free-Trial. This account gives you freedom to create any number of Yonyx Interactive Guides & publish them for your customers to use. After the trial period, you can upgrade to a suitable plan. Typically this opportunity is leveraged by few members within your team who are:
- Leaders: Open to new ways of solving problems.
- Knowledgeable about your support operations.
- Communicators: Have good written communication skills.
- Hands on – willing to create one or two Yonyx Guides.
- Available: Able to spend 4 to 8 hours during this period.
- Evangelists: Able to influence organizations in adopting new ways.
Please sign up for 30-day-Free-Trial now.
How should I estimate my budget needs for Yonyx Customer Self Service?
If yours is not a web-based business – you can start by estimating around 15% to 30% of the calls you receive could be handled by Customer Self Service. You may achieve a higher percentage than that depending on which high volume customer complaints have been addressed by the Yonyx Interactive Guides & how well you have published & marketed these guides to customers. Please click here to learn more details on how you can go about implementing Yonyx.
Thus, if you receive 10,000 calls per month – you can estimate around 1,500 to 3,000 Incidents per month.
What cost savings should I expect by using Yonyx Interactive Guides?
Simply multiply the number of Incidents handled by Yonyx Interactive Guides with your cost per Incident. Say for e.g. your cost per Incident is $25 & you estimate (as described above) Yonyx Interactive Guides will handle 2,000 Incidents per month – then your estimated savings will be around $25*2000 = $50,000 per month. Once you start using the platform, you will receive periodic reports that show how many Incidents each individual Yonyx Interactive Guide is handling over a given period.
My Knowledgebase already has thousands of articles. Do I still need Yonyx?
Choosing among tens of articles that match the criteria you are searching for is hard for customers. Often they will try to skim through one or two, but going through detailed articles (see example) that cover many scenarios is harder still as the customer has to read while skipping over sections that may not be relevant for him. Yonyx Guides are also used by Organizations to interactively guide customers to the right knowledgebase articles, wikis or product manual pages.
We’re a startup. Would I benefit from Yonyx?
If you are launching a product & expect to provide customer support – the answer is Yes! The founding team often provides support to initial customers & they are the most expensive resources for the company. You can set the culture for efficiency & customer satisfaction right from day one.
Do customers really want self-service?
Multiple surveys have shown that over 70% of customers expect a company website to include some form of self-service solution. The main driver for self-service used to be efficiency. It has been shown that well crafted self service improves customer satisfaction (CSAT) and leads to increased sales. In fact, not having a compelling self-service solution is a competitive disadvantage!
How do I know if Yonyx will be applicable in my industry?
Yonyx is not industry specific. Yonyx is an interactive communication solution. If your customer support involves phone or email based remote assistance for your customer, Yonyx self-service will definitely be applicable.
How safe is my data with Yonyx?
Yonyx is deployed in a true cloud based elastic fashion at a world-class data center. In addition we have proprietary triple redundant data architecture – where in three copies of your data are created and updated as soon as you create or save any changes to a Yonyx. In addition we maintain daily incremental backups and weekly full backups of your data. Access to this data is further secured by SSL encryption and modification is controlled by role-based authentication.Access to your content may be further controlled by SSO (Single-Sign-On) using SAML2.0 protocol. SAML has emerged as an industry standard way for Enterprises to restrict access to their information in the Cloud to only authenticated users. Salesforce.com, Zendesk and thousands of other cloud companies are now supporting this protocol!
What happens if I exceed the Incidents included in my plan?
You will just receive an invoice for the additional Incidents.
What if I have a question not answered here?
Please feel free to contact us by clicking here.
What types of payments do you accept?
We accept all credit cards like Visa, Mastercard, Discover and American Express, Paypal and debit cards. For annual plan customers, we can also invoice you and take payments by checks, ACH or Wire-Transfer. Please contact us to get payment method of your choice.