Digital Transformation Has to Happen Right Now

by | Jun 12, 2020

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 joined, the Coronavirus outbreak transformed the way almost every company in the world was doing business. A dramatic spike in inbound call volumes and reduced resources had shattered the equilibrium of contact centers. Businesses everywhere started rapidly shifting their priorities, and everyone had to figure out how to work from home. I thought my new job in sales might become a lot harder very quickly.

I was wrong.

“Since the outbreak, we’ve seen a huge spike in interest for automated Zappix solutions. Consumers see a need for speed, simplicity, and self-service now more than ever before and that means businesses are turning to Visual IVR.”

Why Now?

COVID-19 changed so much about how companies are doing business and how consumers are interacting with businesses. One thing didn’t change — customers’ desire for easy-to-use self-service solutions. COVID-19 has actually forced the self-service industry into rapid growth.

Since the outbreak, we’ve seen a huge spike in interest for automated Zappix solutions. Consumers see a need for speed, simplicity, and self-service now more than ever before and that means businesses are turning to Visual IVR. Phone lines are more inundated with calls with each passing day so the automation projects companies had been debating have suddenly jumped to the top of every priority list. One cartoon from Marketoonist illustrates the current situation clearly:

What Now?

The global pandemic has forced businesses to start adapting quickly. In order to remain competitive, preserve customers, and provide superior customer service contact centers have to make changes now. Change has been fast to appear in many industries:

  • Schools have shifted to online learning programs
  • Healthcare providers have rolled out more telemedicine platforms
  • Restaurants that are used to dine-in started to offer take-aways
  • Every business meeting has shifted to video conferencing

The list is seemingly endless. For many businesses the speed and simplicity of Visual IVR — both for businesses integrating and launching new implementations and for end-users enjoying self-service — has emerged as the perfect next step in their COVID-19 response plan.

 

For contact center managers handling a new WFH environment, Zappix delivers engaging visual interactions to traditional IVR callers to transform the customer experience and keep customers loyal. End-to-end automation lowers contact center costs and reduces calls to agents currently overwhelmed by inbound call volumes. Easy to use visual interfaces improve the customer experience (CX) while reducing the average handle time (AHT) and increasing first call resolution (FCR).

Moving Forward

COVID-19 has changed everyone’s priorities. With Visual IVR and other automated self-service solutions from Zappix delivering a great response to businesses in every sector trying to adapt to the coronavirus pandemic, COVID-19 has meant more work than I could have anticipated. On the surface, right now might not have seemed like the best time to join a new company but in reality now is the perfect time for Zappix.

Businesses around the world have realized self-service automation in a 3-year plan isn’t good enough anymore. Companies need to start implementing solutions like Visual IVR right now.

Zappix Is What’s Needed Right Now

Zappix Visual IVR and on-demand customer service solutions automate tedious interactions that make up the vast majority of customer service calls and free up live agents to focus on complex interactions where their skills and empathy bring great value. Zappix customers leverage the solutions to handle common use cases like Order Tracking, Account Management, Claims Processing, Knowledge Bases & FAQs, and more.

“Zappix cloud-based Digital Self-Service solutions leverage the speed of Visual IVR and the convenience of RPA (Robotic Process Automation) to provide customers the experiences they crave.”

Zappix cloud-based Digital Self-Service solutions leverage the speed of Visual IVR and the convenience of RPA (Robotic Process Automation) to provide customers the experiences they crave. Companies using Zappix solutions benefit from: 

  • Reduced calls to agents
  • Lower contact center costs
  • Improved customer experience (CX)
  • Targeted revenue growth opportunities
  • Automation of repetitive processes, freeing live agents to focus on high-value tasks
  • Shorter average handling times per call

Zappix automation seamlessly integrates with any CRM, Order Management System, and other back-end systems to connect customers directly to businesses. Zappix Actionable Analytics tracks the customer journey and provides reports analyzing consumer behavior and trends. Together, each part of the Zappix portfolio gives companies the power to improve customer service.

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