Zappix Blog

Today’s customer experience and contact center market is rapidly changing. Modern customer journeys leverage digital channels and self-service capabilities. It is not enough for business leaders to simply implement self-service, however. For any self-service project to be truly successful, leaders must focus on four key factors: availability, ease of use,...

With governments implementing various phased plans for re-opening, company leaders must carefully evaluate how to bring employees back to work and customers into stores. Masks, social distancing, and other procedures are being implemented to help keep everyone healthy and protect us as we all get back to work. “With the...

Earlier this year I joined Zappix as Sales Director. I liked the technology, the team, and the opportunities. Clearly the cutting edge of what customer service should be, Zappix seemed like a great company to work for. Then the COVID-19 pandemic changed the business landscape. Just two weeks after I...

COVID-19 has had an incredible impact on businesses around the world. Contact centers are no exception. The pandemic has drastically increased inbound call volumes, reduced manpower and call center resources, and broken the equilibrium carefully fine tuned and balanced by contact center managers. As we begin to adjust, adapt, and...

The global Coronavirus pandemic has fundamentally changed our lives. Quarantines and closures have changed how we all do business. The path forward is difficult, but modern technology is helping retailers find success. Zappix is working with multiple retailers to flatten the contact center curve with automated self-service solutions. During this...

The Coronavirus (COVID-19) pandemic has fundamentally changed the way companies are doing business today. With workforces transitioned to work-from-home (WFH) and customer service call volumes spiking, businesses are looking for the best way toflatten the contact center curveand deliver fast, simple, enjoyable customer experiences despite increased volumes and restricted agents....

The global Coronavirus pandemic has fundamentally changed all of our lives. Quarantines and closures have changed how we all do business. The path forward is difficult, but modern technology is helping companies around the world find success. During this time of crisis, first and foremost the health and safety of...

Solving the issue of hold times is vital to today’s customer satisfaction. Modern customers want their calls resolved quickly and they don’t want to waste time getting to that resolution. Unfortunately for many callers, the last hurdle before talking to any customer service representative is seemingly unavoidable. When call volume...

Most customer service call centers experience spikes in call volume. For contact centers handling calls during crises, these spikes can be big. With citizens around the world looking for reliable information on the quickly expanding COVID-19 Coronavirus disease, rapid response Visual IVR deployments provide the stability and assistance they need....

Most customer service call centers experience spikes in call volume. For contact centers handling calls during crises, these spikes can be big. With citizens around the world looking for reliable information on the quickly expanding COVID-19 Coronavirus disease, rapid response Visual IVR deployments provide the stability and assistance they need....

The impact of technology, automation, and our on-demand economy has been felt across every business and organization. For hospitals, clinics, and other healthcare providers, the result has been a sharp need to focus on patient engagement and proactive communication. Patients are starting to weigh their healthcare decisions the same way...

Today’s business leaders recognize the value of automation and self-service, but modern digital solutions must be added to voice channels first if they want to truly benefit. Customers see value in self-service. They love getting customer service solutions quickly and easily, and modern callers expect an automated CX. According to...

Automation has quickly found success in almost every industry and been leveraged by every department. Streamlining repetitive or cumbersome activities improves the customer experience, but also impacts the Employee Experience (EX). As businesses think about the right kind of automation to deploy in 2020, they must find the perfect balance...

Today’s customers have grown to love digital self-service channels. The speed and simplicity of solving straightforward service issues on their own means over two-thirds of customerschoose self-servicebefore any other channel. Their experiences with self-service tools in e-commerce, insurance, hospitality & leisure, and other industries have driven this point home. When...

The age of bots and automation is upon us. Chatbots made a big splash a few years ago, Robotic Process Automation has been emerging as a disrupting force since then, and in the last couple of years Artificial Intelligence and Machine Learning have become some of the newest buzzwords in...