User Reviews Overview

About Yonyx

Yonyx is a cloud-based solution designed to help call centers and customer service businesses create and manage interactive guides for technical support, telemarketing, lead qualification, compliance and other processes. The...

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Feature ratings

Value for Money
4.7
Features
4.7
Ease of Use
4.7
Customer Support
4.8

Browse Yonyx Reviews

217 of 217 reviews
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Ken
  • Industry: Information Technology & Services
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 08/05/2020

Unbeatable Employee Guidance

I have been happily working with Yonyx since 2015. I use Yonyx daily to create guidance for our help desk agents and field technicians as they work to restore connectivity and service to our customers. Their product and team are the best.

Pros

I love Yonyx overall. Their team is what I like the most. They are very helpful and receptive. Very capable people and knowledgeable.

Cons

The new navigation was a bit of a challenge for me, however getting used to the new interface it is no longer a problem. I feel it will be a benefit to everyone.

Response from Yonyx

Dear Ken

Thank you for your feedback! We appreciate your support.

Replied 12/05/2020
Joshua
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 01/11/2022

Yonyx is amazing for optimizing customer call flows

Pros

What I liked most was that Yonyx can be customized to fit your exact needs. You can create flows to go wherever you need and be able to get the right steps to handle an issue. Being able to see reports on which areas are being used the least/most can help eliminate unused flows but also help optimize the flows used the most to be as smooth as possible. Yonyx makes it so agents can rely less on following a knowledge base and more on just having the next step to resolving an issue.

Cons

The editor to create the flow could be better with more powerful features. You can get lost very quickly when working with a very large workflow. Searching is good but that's really the only issue I ever saw with it.

Jamie
  • Industry: Consumer Services
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
3
Ease of Use
5
Customer Support
5

3
Reviewed on 27/07/2020

Yonyx review

Yonyx as a whole is a great script tool and is leagues above using a printed out scripting system.

Pros

For the most part, this software is an invaluable tool. There are consistent errors but familiarization with the product helps to make those errors less of a problem. I use Yonyx daily for up to 150 calls a day and its the best system I've used.

Cons

I would like to be able to submit requests about specific scripting and be able to make slight edit requests as simply as touching a button and submitting the change for a request.

Response from Yonyx

Dear Jamie

Thank you for your review below. An option to provide feedback to Authors does appear below every step in every path of the script. Perhaps you may not have noticed it?

Once again, we thank you for your valuable feedback & appreciate you taking the time to share it with us!

Replied 28/07/2020

Top Yonyx Alternatives

Sandra
  • Industry: Internet
  • Company size: 5,001–10,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
3
Customer Support
5

4
Reviewed on 16/12/2022

Useful Database for tech calls

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

Pros

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

Cons

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

TaLina
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
4

4
Reviewed on 13/05/2023

Yonyx Review

Pros

Its a smooth system that easily allows me to complete my job functions each day.

Cons

Sometimes there can be technical issues.

Anisha
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 31/01/2023

My review about yonyx

i am using yonyx from 6 to 7 months and from starting of my job as a customer care executive yonyx help me very much to know more about my job details

Pros

yonyx guide us and give us resolution without any interruption that i like most about this software

Cons

its provide as all information step by step

Vignesh
  • Industry: Automotive
  • Company size: 5,001–10,000 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 31/01/2023

Yonyx - Product review

I would say , this product is very much effective for easy learning and doing the needful diagnosis as per our day to day complaints and good to understand and learn new workings in a very interesting manner , Will recommend this product to the other industry people for better problem solving technique

Pros

Since my role is based out of diagnosis , Yonyx is very much helpful in assisting the customers with the technical solution , And its effective in easy understanding for the needful diagnosis to be done based on specific complaints

Cons

While solving the tickets if there is a multiple comparison of the diagnosis tree flow near to other one will be even more helpful

Elakkiyappriyam
  • Industry: Transportation/Trucking/Railroad
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 07/02/2023

Impressive

it is like a great friend to me which guiding me

Pros

whenever i get confused to assisst my customers i will check with yonyx it is like a great friend to me which guiding me

Cons

if there is any update it can be intimated with the email

Surendra
  • Industry: Electrical/Electronic Manufacturing
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/01/2023

Best Tool for a new employee.

Yonyx has saved a lots of time in work flow.The use of Yonyx has mad my job easier and can complete the task within no time.

Pros

It is so useful in understanding the work flow in industry.

Cons

existing features are good andexpecting new features.

svln
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/01/2023

yonyx review

ease interface and also the algorithm flow in good understanding of the knowledge and sharing / found attractive becasue good in maintaining the data

Pros

ease interface and also the algorithm flow in good understanding of the knowledge and sharing

Hamid
  • Industry: Real Estate
  • Company size: 1,001–5,000 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
2
Features
4
Ease of Use
3
Customer Support
5

4
Reviewed on 20/10/2022

Yonyx Review

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.

Pros

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.

Cons

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.

Cassandra
  • Industry: Consumer Services
  • Company size: 1,001–5,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
5
Customer Support
4

4
Reviewed on 01/11/2022

A script that is simplified!

I have been using Yonyx for 5 years. I appreciate a script available at my fingertips. I also appreciate how there are very little technical issues. Usually I just refresh and the script updates. I also love how we can provide instant feedback.

Pros

I like that when I log in every single day there is an automatic link that logs you into Yonyx. I appreciate that there is no time lost and the script is readily available. My job is made easier because of it being such a simple system.

Cons

There are times; with every software used that the script doesn't work. Usually IT is on it right away and it has always been a quick fix.

Brooklyn
  • Industry: Real Estate
  • Company size: 501–1,000 Employees
  • Used Daily for 2+ years
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
N/A

5
Reviewed on 08/05/2020

Multipurpose Tool

My experience with Yonyx has been great. It allows call centers to provide versatility in scripting.

Pros

The versatility of this software is one of the most appealing features, as well as it's ease of use.

Cons

Once in a blue moon we might experience connection issues within Yonyx where you can get a frozen screen. This is usually fixed by closing and reopening.

Response from Yonyx

Dear Brooklyn

Thank you for your feedback. We really appreciate your support!

Replied 12/05/2020
Verified Reviewer
  • Industry: Computer Software
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 2+ years
  • Review Source
Value for Money
4
Features
4
Ease of Use
4
Customer Support
5

4
Reviewed on 13/09/2016

Great Product backed by Great Support

We have been one of the early adopters of Yonyx and It has come a long way since. We use this for our customer facing Knowledge needs creating Yonnices for targetted use cases for Upgrade planners, New feature and release enablements and troubleshooting complex issues, where traditional kKB articles do not add value. The beauty of Yonyx is that you can plug-in a video or a screen-shot or reference an existing document at any stage of the guide and make it very interactive

Pros

Great Support
Continuous enhancements over years based on customer feedback.
Easy Integration with CRM system for seamless channel escalation
Ease and use and Interactive
Great value for money

Cons

It could be a bit time consuming to create a Yonyx guide based on the complexity of the Issue.
The admin console could be a bit more user-friendly.

Verified Reviewer
  • Industry: Business Supplies & Equipment
  • Company size: 51–200 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 20/09/2018

A great tool for self service.

Pros

We decided to use Yonyx in our company for self-guided setup for our customers. Not only has it cut down on technical support calls, but it has also assisted our current and new technicians when assisting customers, driving down AHT. It's a great tool I would recommend anyone to use with their existing knowledge base.

Cons

Getting started can be a little daunting, but once you get in the flow of using the system everything starts to click.

Verified Reviewer
  • Industry: Consumer Electronics
  • Company size: 11–50 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
4
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 21/08/2017

Eliminates tech support calls

Pros

Once we published Yonyx is really helped us reduce the number of times customers would call into tech support. Referring callers to our online guide really has also helped our customers feel more supported. The Yonyx support team has also been extremely helpful and great to work with as we started our partnership together. I highly recommend giving Yonyx a chance to earn your business.

Cons

The admin page is not as intuitive as I'd like it to be but once you learn how it works it can be overcome.

Verified Reviewer
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
N/A

4
Reviewed on 19/09/2018

Great Tool

Pros

We stopped printing our script materials. We are able to change the scripting for our teams literally in real time. The notes for our agents get auto populated with information based on responses.

Cons

There are a few user administration points that are just odd to deal with but nothing unmanageable. In general the user administration portal is a little frustrating to navigate through, but you don't need to interact with it often.

Verified Reviewer
  • Industry: Consumer Goods
  • Company size: 51–200 Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
4
Customer Support
5

4
Reviewed on 30/01/2018

Yonyx Streamlines Self-Support

Pros

Yonyx provided us with an easy way to document our support team's troubleshooting steps to create and manage a self-support system to nearly-universal applause. This system has allowed us to reduce ticket volume significantly (up to 54% one month), saving both labor costs and additional workload for the existing team. With good authoring, Yonyx can become an integral part of your support system that enables expansion while reducing overhead.

Cons

Editing can be buggy or at times and tree production time estimates (as reported by Yonyx) are largely under-estimated for complicated products. However, the support and development team does a good job at handling and responding to requests, going out of their way to dig further into more challenging problems.

Pritam
  • Industry: Telecommunications
  • Company size: 10,000+ Employees
  • Used Daily for 1-5 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 01/11/2022

One of the best software for end user and for content management

Easy to access the information. User friendly. Easy to adapt to the software.

Pros

1) The usage of yonyx for the end user is very simple and systematic.2) Content quality and content management experience is great.3) Easy access is one of its prime features. The scope of content moderation is fantastic.4) Content management, ease of adaptability of this software is great.5) It is a value for money experience for the end user.

Cons

1) Color scheme, choice of schematic or diagram is available for users.2) Choice of text style and font size or diagram is available for users.2) The content selection process or content disposal process could have been in the flow chart or diagram. It would look better.

laseante
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 22/09/2018

We use yonyx to preform a consumer experience using a consumer script that is provided by...

Pros

The system is very smooth and allows for all coordinators be fast and accurate, It also allows for data to be collect is a main stream flow which is easy and simple to transcribe, The great point about yonyx is that it is a very interactive system for our employees.

Cons

I would have to say that i haven't seen any cons with this program, It is very user friendly to everyone .

Andrew
  • Industry: Telecommunications
  • Company size: 1,001–5,000 Employees
  • Used Weekly for 1+ year
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
4
Customer Support
5

5
Reviewed on 30/01/2018

Incredible support from the Yonyx team, combined with easy-to-use interface and reporting

Pros

Far and away the best part is the support I've received from a customer rep. They always make themselves available to answer any and all of my questions and share their vast wealth of knowledge. They offer best strategies and can help you tailor your experience to your business needs.

Beyond that, the tool itself is very comprehensive, it is generally very responsive and reliable.

We use it for the creation and management of internal troubleshooting guides, but the use cases are many, it's just up to your imagination!

Rohan
  • Industry: Consumer Services
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
N/A

5
Reviewed on 02/11/2022

Great Scripting tool

Pros

Ease of use and allows for great call control

Cons

Some scripts tend to be a bit wordy and impacts keeping the consumer on the phone.

Kumaresan
  • Industry: Hospital & Health Care
  • Company size: 501–1,000 Employees
  • Used Daily for 1+ year
  • Review Source
Value for Money
N/A
Features
5
Ease of Use
5
Customer Support
5

5
Reviewed on 14/09/2022

Coding

Pros

Easy navigation for access denial reason

Cons

low information only carried, Need some brief explanation about search

Brooklyn
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
5
Features
5
Ease of Use
5
Customer Support
4

5
Reviewed on 19/09/2018

Yonix has made scripting a breeze

Pros

No longer must you read scripts from a page or flip through looking for specific phrases. It fits on the side of the page and allows for quick and easy navigation.

Cons

Yonix occasionally has a few bugs, but after being reported, with just a quick click of a button, they are fixed within the business day.

Verified Reviewer
  • Industry: Real Estate
  • Company size: 201–500 Employees
  • Used Daily for 6-12 months
  • Review Source
Value for Money
N/A
Features
4
Ease of Use
5
Customer Support
N/A

4
Reviewed on 19/09/2018

Easy and functional

Pros

The ease of use as a daily end-user is convenient for our specific application of using as an integrated script with our product makes everything easily accessible

Cons

Navigation integration with our interface sometimes has issues (i.e. clicking back causing the entire web browser to go back)

217 reviews