New Visual IVR Self-Service to Revolutionize Customer Experience

By CIOReview | Tuesday, August 25, 2015

BOSTON, MA: Zappix, a provider of Visual IVR platform recently announced a new self-service feature enabling customers to resolve problems on their own before calling customer service. The features are designed to be easily accessible while the customer service is put on hold and even after a session with an agent.

The new features are expected to significantly reduce support ticket volumes and the burden on a company’s customer support team. The solution presents a pleasant customer service experience by offering the customers a round-the-clock self-service and resolve their issues themselves in the shortest possible time.

Avner Schneur, Chairman of Zappix states, “Today’s customers prefer to help themselves as they have become more tech-savvy and less patient when it comes to receiving customer support. Whenever possible, customers want to buy products and handle issues without agent intervention. That’s why we built our Visual IVR self-service platform; so that companies can provide a self-help option in the context of a customer service interaction.”

Zappix’s self-service technologies benefits both customers and companies. The companies would be able to considerably cut cost by opting for an alternative to live support agent while on the other hand its customers will be empowered to resolve issues themselves quickly and easily 24x7. Recent survey data supports this approach, showing that 72 percent of the customers prefer self-service options in solving their individual problems rather than calling or sending an email.

The Zappix Visual IVR platform uses Omni Channel technology which provides the ability to quickly explore any data available and get answers instantaneously—all at the customer’s fingertips. Business Contact Centers can leverage the benefits of Visual IVR and increase their Net Promoter Score (NPS).

In all, Zappix Visual IVR platform provides greater data security, automation and at the same time integrates voice, non-voice visual content with customer service channels that includes phone, web, mobile and other forms of multimedia resources.