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

Retail (Multiple Use Cases)

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
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, delte 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:

  • Visual IVR seamlessly integrated with client’s voice IVR
  • Multiple channels in Visual IVR experience to connect with agents if needed
  • i-Framed (embedded) live chat within Visual IVR
  • Realtime API calls retrieve order details
  • Workflow automation (RPA Engine) creates end-to-end self-service resolutions
  • Visual FAQ pages allow for more detail in answers
  • Voice guidance throughout the user journey
  • Instant feedback from Voice of the Customer post-interaction surveys

Result

  • 25% of inbound call volume deflected to Visual IVR
  • High containment rate (over 75%)
  • Lower average handling time
Retail Survey Analytics
0 %
Call Containment

Cost Control: Zappix Visual IVR creates rapid ROI, containing over 75% 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.

0 %
Inbound Calls Deflected

Customer Experience: Customers want choice, and Visual IVR delivers the experiences they want. When given the option, over 25% of callers chose to use the visual self-service experience.

0 %
AHT Reduction

Win/Win: The retailer and its customsers benefitted from thousands of deflected calls with an AHT reduced fby 66%.