Zappix, the leading provider of Visual IVR and On-Demand Customer Service Solutions, has seen its clients improve digital adoption in customer service interactions while decreasing average handle time (AHT) and increasing customer loyalty. Zappix research shows that, on average, the percentage of users accessing Visual IVR from digital channels reaches 50% or greater within 3 months of launch.
“Zappix Visual IVR transforms the user journey when customers call the contact center, providing immediate self-service automation and empowering agents with call context and actionable analytics,” said Yossi Abraham, Zappix president. “Our clients have also found a dramatic increase in digital channel adoption as users enjoy the Zappix experience and return to the service via digital channels, providing compounding benefits to the client.”
Zappix On-Demand Customer Service Solutions seamlessly integrate with every CRM and IVR to create a powerful multi-channel CX environment. While many users originally find their way to the revolutionary Visual IVR experience from traditional IVR channels, in just a few months, a majority of Zappix users access instant visual solutions and helpful customer service automation through digital channels like links, QR codes, SMS messages and more.
Driving digital adoption is a compounding benefit to the already valuable benefits Zappix Visual IVR provides, including:
- Lower contact center costs
- Reduced calls to agents – digital call deflection
- Improved customer satisfaction (Average NPS over 65)
- Average Handle Time (AHT) reduction of approx. 66%
- Automation of repetitive processes, freeing live agents to focus on high-value tasks
- Targeted revenue growth opportunities
Zappix On-Demand Customer Service Solutions are transforming the customer service industry by leaps and bounds. See how you can evolve your customer service and CX today.
About Zappix
Zappix delivers On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact center interactions. The open platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.
The Zappix solution provides significant benefits and ROI: reducing costs by increasing containment rates for contact centers, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue-generating use cases.