Subject: Explained - Telecom - Customer Retention Call Script
From: Yonyx Team <[email-masked]>
To: Ashish <[email-masked]>
Date: Tue, 25 May 2021 11:29:31 +0000
List-Id: 7c9d8327afe30e2ddeeb06ab5mc list <7c9d8327afe30e2ddeeb06ab5.252385.list-id.mcsv.net>

An example script for Customer retention Agents

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** Telecom - Customer Retention Call Script
How Agents handling irate customers can improve retention?
------------------------------------------------------------
Dear Customer

Last week, we shared the example below and asked you to note the features listed below. This week, we will go into how these features were implemented for this Yonyx Guide.
TELECOM - Customer Retention Call Script (https://training.yonyx.com/y/conversation/?id=4521d3b0-9c9f-11eb-a6f8-4201c0a8011d)
Note:
1. Text Color: Use of black text for instruction to Agents vs Orange text for language that Agents ought to read out directly to customers.
2. Checkbox list: Gives Agents the opportunity to choose all applicable cancellation reasons commonly provided by customers.
3. Auto-traverse conditions: The guide steps an Agent through specific retention language, for each cancellation reason chosen in the Checkbox list.
4. Transcript: Finally, the guide displays a transcript of the path traversed through the guide.

IMPLEMENTATION:

I. ADDING TEXT COLOR:

To add text color:
1. Select the text to be colored.
2. Click on the "Formats" drop-down from the Yonyx Editor
3. Choose Text Styles.
4. Now choose the text style to be applied to the selected text. Notice a vertical grey bar appears next to the name of the text style chosen.
5. The text style can be removed using toggle on/off - so if you apply the same style a second time, it turns off the style.

II. ADDING A CHECKBOX LIST:

The steps below require Yonyx Admin rights.
1. From the Gear drop-down, choose User Defined Objects.
2. Now choose the Placeholders tab.
3. Placeholders are objects that can store values like name, numbers, email, date, etc.
4. Create a Placeholder called, telco-reasons-for-cancellation to store the reasons chosen by the Agent from a checkbox list of cancellation reasons. Note that when you type, "TELCO Reasons For Cancellation" - the system creates an internal name for this placeholder by replacing all capital letters with small letters and all space characters with hyphens.
5.
6. Now select the Commands tab and create a new command, called "TELCO Reasons for Cancellation"
7. In the description section of this command, let us write "Display checkbox list of all possible reasons for customer cancellation."
8.
9. Now Click on the Data Capture tab and choose "Checkboxes list" from the Add Field drop-down.
10.
11. Now pick the placeholder called "telco-reasons-for-cancellation" to save the value of the user's checkbox selections.
12.
13. Now add the items to the checkbox list.
14.
15. Now save this command. Next, we will need to embed this command into a guidance step.
16.
17. Choose the command called "telco-reasons-for-cancellation" and click Insert.
18. You will see a preview of the Checkbox list when you save the guidance step.
19.

Next week, we will go over how to set up Auto-Traverse conditions that show content corresponding to the checkboxes checked by a user.

Want to learn to build such guides? Please contact your account manager for live support.

Team Yonyx
http://corp.yonyx.com (http://corp.yonyx.com/)

============================================================
Here are some important enhancements included in release 10.0:

1. Data capture support in any Guidance Step
1. Text Field
2. Text Area Field (Multiline text field)
3. Number Field
4. Dropdowns List
5. Checkboxes List
6. Email
7. Date/Time
8. Radio button List
2. Auto-traverse based on Captured Data: Captured data may be used to auto-traverse along a guide pathway.
3. Export Captured Data: Captured data available through CSV files, and via Javascript APIs for Container Apps.
4. Add Path Scores: Support for adding path scores to guides for quizzes, lead qualification, or e-Learning.
5. New ways to Search in Map View:
1. Search for unused nodes
2. Search for similar nodes
3. Search for identical nodes
6. Powerful Keyboard Navigation in Map View:
1. Use Arrow keys to expand guides, one step at a time.
2. Additional keyboard shortcuts for expanding a path, or expand guide.

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