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First Level Customer Support: 

C: My Internet connection speed is slow. A: Sorry to hear that. Can you tell me what are you observing? C: I see frequent request timeouts when I ping my router. A: Is it a wireless router? C: Yes it is. A: Have you tried a direct-connection with the router? C: Yes, I did. No difference. A: Have you booted in “safe mode for networking”? C: Yes, I did. No difference. A: Have you connected directly to the broadband modem? Speed or Performance Issues 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 . 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. Identify Symptoms Categories Create Yonyx For Each Symptom Category Customers Engage One Step At a Time

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.

Yonyxified Support: 

Symptoms Catalog Customer1 Yonices … Diagnostic Pathways Customer2 Example: Broadband Self Service Yonyxified Support

PowerPoint Presentation: 

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