Customer: "I received the software update you sent, but I am still getting the same error message."
Tech Support: "Did you install the update?"
Customer: "No. Oh, am I supposed to install it to get it to work?"
For those of you who have heard of such anecdotal instances from friends working as Customer Support Representatives (CSR), will be familiar with the pains of manouvering a customer through a maze of instructions at odd hours of the night. With Business Process Outsourcing having grown into a multi-million dollar industry in the last decade, CSRs have been turning customer responses into humour logs for comical relief.
Jokes apart, be it in finance, operations or customer support, Organizations and their support centres have been investing a lot of money, energy and manpower in keeping you – the end customer, satisfied despite having to deal with issues viz., geographical barrier, cultural differences, emotional states, infrastructure set-up and maintenance costs, soft skill trainings and more. While comments on service quality are completely subjective, Organizations have not compromised on keeping alive the human interface part responding to everyday issues of their customers.
But now, one can simply Yonykify one's problems.
At the recently concluded IBM SmartCamp 2012, IBM announced Yonyx as the winner among its five selected finalists. The IBM SmartCamp is an exclusive event aimed at identifying early stage entrepreneurs who are into developing business ventures that align with the IBM Smarter Planet vision. Yonyx's vision of enabling organizations to publish their trouble-shooting & product support knowledge in a revolutionary new way unleashes the power of interactive self service for the benefit of customers, while cutting costs and improving quality of services delivered by the enterprise.
Bearing in mind the productivity revolution caused by Enterprise software over the last few decades Yonyx Inc. (Yonyx Infomedia Pvt. Ltd) has developed a 'Symptoms to Solutions' approach to simplify guided troubleshooting. Yonyx helps Subject Matter Experts (SMEs) create multimedia flowcharts for each Symptom that customers frequently call about (e.g. Internet speed issues). This flowchart is created once by the SMEs and traversed multiple times by different customers along a pathway specific to the underlying problem they may be facing.
Founders - Sanjay Bajaj and Nixon Michaelangelo were intrigued by the complexity of challenges that lay in resolving issues faced by Support Centres, such as:
Reducing customer hold time
Offering multiple language support and
Offering round the clock support.
Sanjay holds an MSEE degree from California Institute of Technology (Caltech), & a B.Tech degree in Electronics & Electrical Communications Engineering (ECE) from Indian Institute of Technology (IIT) Kharagpur. Nixon has 15 years of rich technology experience building scalable products in Telecom, Video & Document Management industries. He also has received a US patent in Document Management industry. Nixon is a PMP and holds a Bachelors degree in Computer Application. Collectively, their rich experience in product development, sales, investment and team building encouraged them to work laboriously at putting together Yonyx as their ultimate offering.
Author of the article, Poonam Kulkarni