Case Studies > Insurance, Visual IVR
One of the largest roadside assistance service providers in the United States wanted to significantly reduce the number of long, expensive calls to its customer service reps and improve the customer experience for stressed road-side callers.
An analysis of the company’s calls revealed many of its customer service processes relied on standardized questions and consisted of live agents filling out forms. These processes were primed for automation, deflecting calls away from live agents and improving the customer experience.
This client has been providing premier roadside assistance and claims management to the insurance and aftermarket industries for over 30 years. Their national roadside assistance call center is staffed 24/7/365, and prides itself on a 97% satisfaction rate with callers, thanks to a true concern for the customer’s safety. This elite service provider focuses on delivering the best customer service possible while maintaining cutting edge technology.
Zappix and partner HGS deployed Visual IVR to handle two critical needs for this client: provide a self-service solution that will reduce the number of calls to agents, and improve the customer experience for stressed road-side callers. 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.
Easy to use navigation and automated workflows guide callers step by step through the entire roadside assistance request process. Mobile friendly smart forms display relevant fields/questions depending on users’ input, and retrieve relevant data from back-end servers (i.e. policy details). In addition, the visual experience helps customers that are located in loud areas with vehicles passing by on the road who would have otherwise had difficulty hearing a traditional Voice IVR.
The Roadside Assistance Service Provider benefitted from several key features of the Zappix solution including:
End-to-End Automation: 70% of Visual IVR users resolved their interaction without transferring to a live agent, successfully resolving their call in a fast and easy interaction, with the remaining calls seamlessly transferred to live agents for more complex inqueries.
Enhanced Speed: On average, each successfully resolved self-service interaction lasted less than 90 seconds, a major reduction in AHT (reduced from 6-8 minutes per call).
Cost Savings: Because of the impressive call deflection and containment rates, the new self-service solution deflected $3.00-8.50 of contact center costs per customer interaction.
Self-Service Containment: Zappix Visual IVR creates rapid ROI, containing over 70% of calls sent to the system for this client (compared to 0% automation previously). Innovative end-to-end automation resolves calls and prevents callers from needing to speak with a live agent.
Increased Customer Satisfaction: Stressed callers dread complicated processes and highly enjoy easy-to-use, easy-to-understand Zappix experiences. The easy step-by-step guidance provided by Visual IVR scores high marks for CSAT and NPS.
Lower AHT: Zappix self-service reduced Average Handle Time (AHT) to 90 seconds on average (compared to 8-10 minutes previously). With customers smoothly working through step-by-step smart forms and filling out information themselves, the average interaction is shorter than a voice IVR experience. If callers do opt to transfer to a live agent, Zappix transfers all of their information with them too, accelerating live calls as well.
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.
