BURLINGTON, Mass., Dec. 9, 2020 /PRNewswire-PRWeb/ -- In this unprecedented year, industries like ecommerce have seen incredible growth in customer volume, driving record high numbers of customer service callers. Cyber Monday saw online sales reach $10.8 billion, up 30% over last year. It was the biggest U.S. e-commerce day ever, according to Adobe.
Zappix, the leading Visual IVR and Mobile On-Demand Customer Self-Service vendor, has supported a record-high number of interactions during the unprecedented 2020 holiday season. The added volume of e-commerce business combined with an increase in the adoption of Zappix services this year has created the surge in requests for self-service.
"We've seen a 4x increase in businesses adopting our self-service solutions this year, and over 10x increase in traffic over last year," said Yossi Abraham, Zappix president. "We're glad to have the opportunity to support our retail and e-commerce customers during this holiday season, and help them provide better customer experience."
With more and more users calling into customer service lines, the appeal of self-service automation has grown rapidly. Businesses benefit from 70-85% containment rates deflecting routine, repetitive calls away from live agents, and customers enjoy faster resolutions, higher first call resolution rates, and lower average handle times (AHT).
Zappix cloud-based Digital Self-Service solutions provide customers significant benefits:
- Offering self-service options that reduce the volume of calls reaching agents
- Lower contact center costs -
- Improved customer experience (CX)
- Automation of repetitive processes, freeing live agents to focus on high-value tasks
- Shorter average handling times per call (AHT reduction)
Working closely with partners and retailers, Zappix has fine-tuned its solution to deliver the best user experience possible while delivering the results businesses are looking for.
Zappix delivers Mobile 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 platform enables workflow automation, rapid deployments, seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.
The Zappix visual Intelligent Virtual Assistant (IVA) 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
Johnny Rosa, Zappix, 7817392770, [email protected]