Visual IVR provides immediate solutions, passionate users, and transformative technology for retailers.
Customers carry amazing potential in their pockets, thanks to our mobile-oriented culture. Smartphones empower consumers to achieve most goals on their own. They are opting for self-service options that are often faster and more direct than speaking with live people.
There is a breakdown. When customers call traditional IVR, they are met with a convoluted system of menus that continually frustrates users until they are finally transferred to a live agent. Enterprises have tried to bridge the gap with apps, but customers don’t want unnecessary downloads they may never use. Retailers have been searching for a better solution.
Zappix Visual IVR technology and On-Demand functionality leverages the full power of smartphones to transform the user journey.
“The visual experience solutions see a call containment rate of 75%. That means the majority of callers don’t even need a live agent. They find answers on their own directly inside the Visual IVR.”
Zappix Visual IVR platforms give customers what they want, when they want it. Rich, intuitive visual menus guide customers quickly to solutions through a virtual app-like experience streamed directly to their phones. They don’t need to download an app. There is no need to clog home screens and hog memory. Callers simply enjoy the instant gratification they’ve come to expect in our modern world. Zappix solutions reduce the average time to resolution by 300 seconds per call.
Users love this technology. Zappix has earned an Net Promoter Score (NPS) of 91 for ease of use. Zappix is so user-friendly in fact, 50% of callers don’t even reach out to retailers’ traditional IVR a second time. When they need help again, they dive directly back into the visual experience. That level of user admiration has revolutionized contact centers. Visual menus and dynamic solutions increase self-service, which reduces calls to live agents and lowers costs at contact centers.
Zappix empowers users to solve their own problems. The visual experience solutions increase call containment by 75%. That means the majority of callers don’t even need a live agent. They find answers on their own directly inside the Visual IVR. Zappix isn’t just for “Where Is My Order” requests, either. Direct, On Demand technology touches every aspect of smartphone technology. Geolocation lets users know where the nearest store is. Camera connections let users scan barcodes to learn important information as they browse product in-store. Videos streamed through Multi Menu interfaces teach consumers how to use their new purchases.
Best of all for enterprises, visual menus mean every customer care call can become an upsale opportunity. Place targeted promotional banners in menus and self-service forms to turn a traditionally resource-intensive process into a revenue-generating moment.
On Demand technology gives consumers the app-like experience they love with high-tech, virtual convenience. Intuitive visual menus guide users to solutions quickly and easily, avoiding the need for live agents and creating an enjoyable customer experience. Throughout the new Visual IVR process, enterprises can promote new offerings with targeted promotional banners. Smartphone technology pairs with Zappix functionality to transform the user experience during contact center interactions for the benefit of enterprises and consumers alike.