Case Studies > Healthcare, On-Demand Apps, Visual IVR

Digital Health SaaS Provider

Improving customer service by shifting common call types to visual self-service


The global leader and premier provider of digital health and wellbeing SaaS solutions and services wanted to deflect tedious calls away from their IVR and contact center reps.

An analysis of the company’s calls revealed many of its customer service calls centered around a few questions with standardized responses like password reset and forgotten usernames. These processes were primed for automation and ready to be contained by self-service solutions.

Digital Health SaaS Provider
Digital Health SaaS Provider

About the Client

The client is focused on engaging users every day in building and sustaining healthy behaviors and driving measurable outcomes for employees, employers and health plans. The Saas provider is fusing high-tech with high-touch to deliver the industry’s only integrated digital platform with benefits navigation and live coaching to support clients and members across the entire health, wellbeing and benefits lifecycle—from screening and assessment to activation, behavior change and the adoption of sustainable, healthy habits to condition management support. Today, 12 million+ users in more than 190 countries, spanning over 3,300 organizations rely on this client’s digital and live solutions to change their lives—and businesses—for good.


As a cutting edge technology provider, the client wanted to deliver the most user friendly customer experience possible during it’s customer service interactions. The Zappix Visual IVR solution complements the legacy Voice IVR the client already had implemented and is integrated into its backend CRM via APIs. When callers opt into the self-service option, they are transferred to the Zappix Visual IVR.

Easy to use navigation and automated workflows guide callers step by step through the most common call types including password reset, forgotten password, and frequently asked questions. Mobile friendly smart forms display make successful resolutions fast and easy for end users. In addition, the purpose-built menu system makes finding the right FAQ answer smooth and simple for customers that want answers right away.

If a caller needs to speak with an agent, Zappix provides an easy-access escalation button bringing callers right back to the live agent experinece they need for higher complexity calls.

Key Features

The Health and Wellbeing SaaS company benefitted from several key features of the Zappix solution including:

  • Realtime API calls retrieve order details
  • Workflow automation (RPA Engine) makes order modifications
  • Visual IVR seamlessly integrated with client’s voice IVR
  • Multiple channels in Visual IVR experience to connect with agents if needed
  • Visual FAQ pages allow for more detail in answers
  • Survey option included


Call Deflection: Zappix Visual IVR creates rapid ROI, containing over 70% of calls sent to the system on average. Innovative end-to-end automation solves calls and prevents callers from needing to speak with a live agent.

Cost Savings: Zappix deflected thousands of calls to visual self-service experiences, reducing contact center costs and improving customer experience

Agent Satisfaction: with visual self-service handling many tedious, routine customer calls, agents are freed up to focus on more complex interactions where their training and empathy deliver the most value, reducing agent burnout and increasing satisfaction

Customer Effort: seamlessly integrated visual self-service experiences deliver the answers callers are looking for quickly and effectively, reducing the effort need from callers to get to a successful resolution