logging in or signing up Yonyx_WebsiteIntro YonyxAuthor Download Post to : URL : Related Presentations : Share Add to Flag Embed Email Send to Blogs and Networks Add to Channel Uploaded from authorPOINT lite Insert YouTube videos in PowerPont slides with aS Desktop Copy embed code: Embed: Flash iPad Dynamic Copy Does not support media & animations Automatically changes to Flash or non-Flash embed WordPress Embed Customize Embed URL: Copy Thumbnail: Copy The presentation is successfully added In Your Favorites. Views: 48 Category: Entertainment License: All Rights Reserved Like it (0) Dislike it (0) Added: January 04, 2012 This Presentation is Public Favorites: 0 Presentation Description No description available. Comments Posting comment... Premium member Presentation Transcript First Level Customer Support : 80/20 Rule – Handful of “Symptoms Categories" make up bulk of Support Incidents, in any industry. Agents interact with Customers along multiple “Diagnostic Pathways” for each Symptom Category. First Level Customer Support Customers Support Agents What is Yonyx Platform? : What is Yonyx Platform? Yonyx enables expressing the diagnostic pathways for a Symptoms Category as a multimedia flow chart, that Customers can traverse through one step at a time, to help resolve their problem. Various Symptoms Categories Yonyx Map View for Author Yonyx Slide View for Customers Yonyxification Steps : Yonyxification Steps Catalog: Identify Symptom Categories that Customers frequently call about – and build a “Symptoms Catalog”. Create: Create a Yonyx for each Symptom Category, including all known diagnostic pathways. Deploy: Make the Symptoms Catalog available to Customers so they can traverse diagnostic pathways specific to their problems. Improve: Monitor Usage & Path Analytics, combined with Customer Feedback to improve individual Yonices as required. Slide 4: Symptoms Catalog Example: Broadband Self Service Yonyxified Support Diagnostic Pathways Slide 5: Catalog Create Deploy Improve Slide 6: ISP-Logo Slide 7: Catalog Create Deploy Improve Slide 8: A Multimedia flowchart addressing all known diagnostic pathways for a Symptoms Category is called a Yonyx. A Yonyx consists of Slides & Choices. Slides contain Author’s Response (Multimedia Content) & Follow-On Question. Choices that answer the Follow-On Question in previous Slide and lead Customer along a diagnostic pathway. Slide 9: Each Slide Contains Author’s response ( Multimedia Content) to the preceding Choice & a Follow-On Question. Slide 10: Slides are added with Author’s Response & Follow-On Question. Slide 11: Video is inserted. Slide 12: Response Slide is now added to the Diagnostic Pathway. Slide 13: Each Yonyx (a multi-relational directed graph flow-chart) is thus created to address all diagnostic pathways for a Symptom Category. Slide 14: Catalog Create Deploy Improve Slide 15: ISP-Logo The Symptoms Catalog is hosted in the Cloud by Yonyx. It is deployed as a Tab from Client’s Support Website or embedded in an IFRAME. The Symptoms Catalog may be available to Customers freely, or only after signing into Client’s support website. Customer clicks on a Symptoms Category to start engagement. Slide 16: Customers see an interactive website where they click on a Choice to traverse a diagnostic pathway specific to their problem.. Slide 19: Clicking on Hyperlinks opens a new tab. Slide 21: At any stage, Customer may send a message to the Author. Slide 23: Author’s Email Address Message to Author contains Customer’s Feedback. As well as the diagnostic pathway taken by the Customer. Slide 25: Catalog Create Deploy Improve Slide 26: Initial Yonyx covering known diagnostic pathways for a Symptom Category is deployed. Yonyx evolves with Customer Interaction Slide 27: Start S S S S S S S S S S S S S S S S S S S Yonyx evolves with Customer Interaction Slide 28: Start S S S S S S S S S S S S S S S S S S S Yonyx evolves with Customer Interaction Slide 29: Start S S S S S S S S S S S S S S S S S S S Yonyx evolves with Customer Interaction Slide 30: Start S S S S S S S S S S S S S S S S S S S S Yonyx evolves with Customer Interaction Slide 31: Start S S S S S S S S S S S S S S S S S S S S Within days/weeks Yonyx matures as Author adds more diagnostic pathways, if necessary. Yonyx evolves with Customer Interaction Slide 32: Soon addressing most underlying problems for that Symptom Category. S Start S S S S S S S S S S S S S S S S S S S S S S Yonyx evolves with Customer Interaction Slide 33: Symptoms Catalog Yonyxified Support Diagnostic Pathways To Calculate ROI – Click here … Slide 34: To understand ROI … Click Here To Learn More … Click Here To Contact us – firstname.lastname@example.org Thank You You do not have the permission to view this presentation. In order to view it, please contact the author of the presentation.