The Zappix On-Hold Support solution allows customers to keep their spot in the traditional voice IVR queue while using Visual IVR to resolve their call on their own via self-service.
BURLINGTON, Mass. (PRWEB) May 20, 2020
Zappix, the leader in Visual IVR and On-Demand Customer Service Solutions, has introduced Zappix On-Hold Support, a new product developed to assist companies in handling the increase of inbound call volume following the COVID-19 outbreak. Zappix On-Hold Support provides callers self-service options while they are on-hold waiting to speak with a live agent.
Increased calls to contact centers during the COVID-19 pandemic have resulted in increasing average wait times. The new On-Hold Support solution offers callers the option to resolve their issue with automated self-service without losing their place in the queue. Customers opting into On-Hold Support will receive a link to visual interfaces delivering fast, easy-to-use resolutions for common calls like order status, account management, claims management, and many others across various industries.
If callers resolve their issue via the automated On-Hold Support solution, they can then end the call and avoid using up valuable live agent time. If not, callers continue their traditional IVR journey to a live agent and all the information they have entered will be sent to the agent for enhanced context and increased average handle time (AHT).
“The Zappix On-Hold Support solution allows customers to keep their spot in the traditional voice IVR queue while using Visual IVR to resolve their call on their own via self-service,” said Yossi Abraham, Zappix president. “This solution is helping businesses handle the increase of inbound calls they are receiving during the COVID-19 outbreak.”
The entire Zappix suite of products delivers powerful automation and customer self-service through innovative visual CX. Zappix customers are benefitting from:
- Reduced calls to agents
- Automation of repetitive processes, freeing live agents to focus on high-value tasks
- Shorter average handling times per call
- Lower contact center costs
- Improved customer experience (CX)
Zappix automation seamlessly integrates with any CRM, Order Management System, and other back-end systems to connect customers directly to retailers. The drag-and-drop Zappix Studio makes launching new implementations fast and painless, while Zappix Actionable Analytics tracks the customer journey and provides reports analyzing consumer behavior and trends. Together, each part of the Zappix portfolio gives businesses the power to improve customer service during the peak holiday season.
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.
To learn more about Zappix, go to http://www.zappix.com