Yonyx

Providing Self-Service to our Dealer Network

Commentaires : We use Yonyx to provide troubleshooting and start-up assistance of our products to our dealers. While we have manuals, documentation, procedures, etc, it works so well to let our people "choose" what they need help with. And without needing to flip pages back and forth in a manual as they progress (we all know how that is "go to page 9, and it says go to page 112, which may take you to another page, okay now where was I?", instead "BOOM" we take them directly to answers they want and quick back click, they continue onward. Yonyx has been more than just an external guide for my company, it is a training tool. Instead of doing lecture and powerpoints, I open up our Yonyx guides and use them as well, as they have more incorporated photos than my manuals do. And again, why flip back and forth through a technical manual, when a Yonyx page can provide "choices" for answers, and in one click, take you to it. When I first looked around for some type of Online Flowcharting, I was surprised at all the flowchart software, but so limited on something that I could use for our network to provide an easy interactive decision flowchart tool to create easy and quick hyperlink web pages. Yonyx is a great tool for providing easy Interactive Flow Charting. They have the best auto expanding decision map view that I have seen. No, trying to create a flow map on your own. Add more decisions, statements, and Yonyx adjusts the map for you. No clutter. Overall, I have been very happy with the ease of creating some lengthy guides.

Avantages :

While many of my dealers would like an "App", for offline usage, they forget all the data involved which could make for a big download. Being "cloud" based, it is easy for me to change information and the next time they use the guide, it is "up to date" and not using old information by accident.

Inconvénients :

Would be nice to add "scoring" as I have seen, for feedback or using to provide an answer for a tally. I could use this for a teaching or quiz versus paper copies or using something like surveymonkey.

Must have side-arm to reduce variation across thousands of decisions

Commentaires : The team is supportive and knowledgeable, they have always helped in times of need.

Avantages :

- Easy to setup and customize - User friendly authoring and change options - Standard reports are quickly available

Inconvénients :

- Advanced reporting needed some customization work

Alternatives envisagées : Zingtree

Pourquoi passer à Yonyx : - Flexibility and customization features of the product - Reliable support from the support team

Useful Database for tech calls

Commentaires : Good - I was able to read it and give accurate advice to the customers when they called in with an internet issue

Avantages :

Its easy to catalogue instructions which are easy to access during a call to a customerWe can access the instructions to set up a modem or troubleshoot internet issues with the customerThe user can access documents with graphics and text and these can be copied and emailed to the customer

Inconvénients :

A better string search options that looks at the whole text of a document rather than just the titles

review

Avantages :

That it works most of the time on a daily basis

Inconvénients :

That it isn't consistently working well.

Yonyx Review

Commentaires : Yonyx is an overall good experience. I genuinely feel that user feedback is helping the system a lot with understanding what the user needs. It HAS improved dramatically over the last few months. However, more emphasis needs to be put on making appropriate legal disclaimers more easily accessible. It would also be helpful if we had a widget to submit feedback instead of having to include the link to the lead page every time.

Avantages :

It definitely brings value to a CSR by allowing them to follow a very organized process and structure. It provides a strong foundation for someone with great social skills and attention to detail.

Inconvénients :

It leaves too much room for error. There are technical issues and although they may not be very frequent, someone with less technical knowledge (who can be a great CSR) can run into random critical errors. Our role is vital for maintaining legal disclaimers and the software can create an issue for us by accident. Also, if those situations are not handled properly by the user (CSR), they can be disciplined for issues that may result in technical ignorance. Also, for the company, it can lead to accidental legal issues that should be avoided at all costs. I have had to submit feedback for errors to justify mistakes, which can add to a lot of unnecessary stress and work for all parties involved.