1. Customer Service Management CSAT = % of Customers satisfied with the resolution Productivity = Number of issues resolved per person per day How do I improve productivity & CSAT simultaneously?

2. Limitations of current form of knowledge sharing.

3. Search Problem Traversal Problem Documentation Problem

4. Search Problem Finding the right article

5. Tens of articles match the keywords Agent is searching by Reviewing articles to choose the right one, while keeping the customer on hold adds significantly to average handle time (AHT) for the call. Search Problem

6. Agents Customers Search time/call 2 min 5 min

7. Traversal Problem Converting linear article into interactive conversation

8. Finally, Agent starts helping the customer interactively, while going through some sections of the article, based on customer feedback. Traversal Problem

9. Finally, Agent starts helping the customer interactively, while going through some sections of the article, based on customer feedback. Agent: Is your TV plugged into the wall socket? Customer: Yes Traversal Problem

10. Finally, Agent starts helping the customer interactively, while going through some sections of the article, based on customer feedback. Agent: Is your TV plugged into the wall socket? Customer: Yes Agent: Is the little red LED light in front of your TV lit? Customer: No, its not. Traversal Problem

11. Agents Customers Search time/call 2 min 5 min Traversal overhead 10% 20%

12. Documentation Problem - Agents Time spent creating unstructured notes after each call

13. Agents have to document after each call. o Takes significant amount of time (2-5min/call) o Documentation is subjective & only way to verify is to listen to recorded voice. o Documentation is inconsistent among agents resolution for the same exact problem may be documented entirely differently by different agents. o Documentation is a blob of text & not structured. Documentation Problem

14. Agents Customers Search time/call 2 min 5 min Traversal overhead 10% 20% Documentation time 2-5 min

15. Productivity Loss within Organization

16. Average call time 18 minutes Search problem 2 minutes Traversal problem 10 % of active interaction time Documentation problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min = 5.4min Productivity Loss = 5.4/18 min = 30% Internal Productivity Metrics

17. Average call time 18 minutes Search problem 2 minutes Traversal problem 10 % of active interaction time Documentation problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min = 5.4min Productivity Loss = 5.4/18 min = 30% Search + Traversal problems lead to decrease in first call resolution (FCR) : 10%

18. Average call time 18 minutes Search problem 2 minutes Traversal problem 10 % of active interaction time Documentation problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min = 5.4min Productivity Loss = 5.4/18 min = 30% Search + Traversal problems lead to decrease in first call resolution (FCR) : 10% Assuming Cost per minute for L1 is half of L2 support, 10% FCR loss is equal to 20% increase in cost.

19. Average call time 18 minutes Search problem 2 minutes Traversal problem 10 % of active interaction time Documentation problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min = 5.4min Productivity Loss = 5.4/18 min = 30% Search + Traversal problems lead to decrease in first call resolution (FCR) : 10% Assuming Cost per minute for L1 is half of L2 support, 10% FCR loss is equal to 20% increase in cost. Nearly 50% of Organizational productivity/cost is at stake due to Search, Traversal & Documentation problems

20. The Yonyx Approach Without an alternate solution, it would be impossible to improve Organizational productivity or CSAT.

21. Yonyx Interactive Guides for Customer Service Flowcharts you can step through along a desired pathway Unlike decision trees, based on multi-relational graph technology Cloud based platform to create, publish, analyze & update interactive guides One guide per customer call driver Few guides = easier Search Interactive traversal no more conversion OneClick TranscriptTM - eliminate after call documentation Crowd sourced feedback from Agents keep content fresh

22. Step1: Identify Call Drivers Most customer calls are repetitive in nature. 90% of the repetitive calls are related to a handful of topics customer call drivers. Each call driver may have many resolution pathways My computer isnt working! Ive lost email! I want to add a printer My computer is slow. I cant print I have a new person starting soon!

23. Step2: Identify Subject Matter Experts (SMEs) in your organizations to create Yonyx Interactive Guides for each call driver. Joe Joe Tom Tom Sally

24. Step3: Create a Yonyx for each Call driver

25. Each guide has hundreds of nodes Unlike decision trees, Yonyx is based on multi-relational directed graph technology Cloud based platform integrated with CRM/Helpdesk Crowd sourced feedback to constantly refresh content OneClick Transcript remove after call documentation

26. It is possible to train Agents to choose the right call drivers when helping customers. Customers helping themselves can also click on the topic they need help with. Step4: Publishing Yonices on your Portal

27. Example Guides Setup & Troubleshooting Comcast Troubleshooting oriented Ingersoll Rand Device setup largely linear with built in detours Device setup largely linear with built in detours Embedded videos along multiple pathways Insurance advisor for seniors $1B Software vendor using Yonyx for customer service content behind SSO sales@yonyx.com