Zappix

Zappix Visual IVR is a digital and visual self-service tool offered by Zappix Inc. that aims to enhance customer service experiences. According to the vendor, this tool allows customers to efficiently resolve their customer service needs without the complexity of voice IVR menu trees or the need to speak to a Call Center Representative (CSR). The product is intended for companies of all sizes, including small, medium, and large enterprises. It is utilized by professionals in customer service, contact center management, customer experience, as well as industries such as telecommunications and retail.

Key Features

Visual IVR: According to the vendor, Zappix Visual IVR is a digital and visual self-service tool that enables customers to swiftly resolve their customer service needs by themselves, eliminating the complexity of voice IVR menu trees and the need to speak to a Call Center Representative (CSR).

Net Promoter Score: The vendor claims that Zappix Visual IVR experiences have been found to earn an average Net Promoter Score (NPS) over 82. This is attributed to its fast solutions and user-friendly interfaces that contribute to high customer satisfaction.

Call Containment: Zappix Visual IVR helps in deflecting more calls away from contact centers and customer service representatives, increasing call containment rates by providing customers with the necessary information and tools to resolve their issues without human assistance, as claimed by the vendor.

Cost Savings: According to the vendor, Zappix Visual IVR enables automated self-service interactions, resulting in more successful resolutions and reducing the workload on contact center agents, thus potentially saving costs for businesses.

Average Handle Time: The vendor states that with Zappix Visual IVR, customers actively participate in solving their customer service issues, leading to a decrease in average handle time (AHT) as they find solutions faster, potentially improving operational efficiency.

Show off your CX: Zappix Visual IVR is claimed to bring an elegant user experience (UX) to legacy IVR systems, leveraging visual interfaces to create a more engaging and visually appealing customer experience, potentially enhancing overall satisfaction.

Respond faster: According to the vendor, Zappix Visual IVR dramatically reduces the time to successful resolution by providing intuitive visual interfaces, allowing customers to find what they're looking for up to 6 times faster compared to traditional voice IVR systems.

Delight agents: The vendor suggests that Zappix Visual IVR's fast and effective visual interfaces, combined with purposeful automation, can increase call containment rates, potentially saving customer service representatives from repetitive tasks and decreasing agent burnout.

Capabilities that grow with you - Self-service: According to the vendor, Zappix Visual IVR empowers consumers to solve their customer service issues on their own by integrating visual IVR and powerful digital forms to provide a comprehensive self-service solution.

Capabilities that grow with you - Omni-channel: Zappix Visual IVR is claimed to integrate all visual channels, supporting voice IVR, email, text messages, and more, providing a seamless and consistent customer experience across various communication channels, according to the vendor.