Yonyx
Create decision tree driven interactive guides for call centers & customer self service .
- Commercial
- Mac OS X
- Windows
- Linux
- Web
- Windows Mobile
about yonyxyonyx is a cloud based platform for creating decision tree driven interactive guides for customer service that integrate with your crm system & help improve consistency & quality of service delivered by an organization.
benefits:customers see the benefits listed below which together result in 10% to 20% increased efficiency while simultaneously improving csat.
reduction in aht (average handle time) one guide for each call driver reduces time spent searching a kb & choosing amongst tens of matching articles interactive traversal agents don’t need to hop through sections of kb articles which interacting with customers oneclick transcript agents don’t need to spend time writing after call summary documentationreduction in repeat calls % i.e. improvement in first call resolution (fcr) agents follow consistent pathways to resolve customer issues new members need to only be trained to choose the right guide for each call driver & follow along. agents escalate fewer calls as they don’t get lost hopping through complex kb articlesimprovement in csat more customer issues are resolved first time agents are able to provide accurate information quicklyreduction in training costs agents no longer need to remember a lot of what they learn during training thereby cutting down the training time agents learn to quickly pickup a guide based on the call driver & go through it interactively while helping the customer. analytics & feedback driven improvements context based agent feedback results in guide improvements that benefit the entire organization analytics captured help derive insights that result in improved products, procedures & services
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Features
Categories
Tags
knowledge-management customer-relationship-manager cloud-computing helpdesk crm-online crm-software customer-support salesforce knowledge-base decision-making ticketing cloud-based call-center customer-engagement customer-service customer-support-software knowledge-engine zendesk business-process business-model-canvas customers self-service netsuite-client oracle-tool troubleshooting customer-satisfaction decision-tree help-authoring decision-process bpo microsoft-dynamics-bi zingtree trouble-ticket-service
