eCommerce & Retail

Deploying visual self-service for multiple call types

Problem

A global fashion and technology platform wanted to reduce costs and headcount in their contact center by deflecting calls away from agents to self-service channels.

The automation solution they were looking for would also help manage seasonal spikes in inbound call volumes without adding additional agents.

Global Fashion & Technology Platform

About the Client

This client is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, and kidswear . The brand has garnered critical acclaim as both an e-commerce engine and a producer of cultural content. It generates an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.

Solution

Zappix visual self-service solutions handle multiple critical needs for this client: fast and easy order status. tracking, the ability to modify orders (update shipping address, delete items, cancel orders) if allowed by store rules, and multi-layered returns instructions. The solution complements the 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.

Key Features

The Fashion and Technology company benefitted from several key features of the Zappix solution including:

Realtime API calls retrieve order details
Workflow automation (RPA Engine) makes order modifications
i-Framed (embedded) live chat within Visual IVR
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
Voice guidance throughout the user journey
Survey option included

Result

25% of inbound call volume deflected to Visual IVR
High containment rate (over 75%)
Lower average handling time