The new retail Visual IVR offering enhances retailers’ voice IVR to provide better customer service to callers via a Visual IVR smartphoneexperience while lowering call volume and average handling time.
Zappix, a smartphone Visual IVR software innovator, has announced a Visual IVR for retailer solution, specifically designed for retail clients.
The new retail-focused offering from Zappix offers a better self-service call experience for retail customers with a visual representation of an Interactive Voice Response (IVR) call menu displayed on a smartphone or computer. The retail solution from Zappix provides retailers with a means of offering consumers a better way to interact with their customer service function versus traditional voice menus.
Customers calling from their smartphone can now take advantage of a better visual call experience by utilizing the smartphone display and simply selecting responses by touch from the list displayed on their screen rather than listening and interacting over the phone via voice. Options include order status, tracking order, tracking returns, initiating returns and more, all during a voice call.
A contact center call made via Zappix is more efficient and more user-friendly than one made via traditional IVR; offering many options that are not available during a standard voice call, such as filling out a form or watching a video. Retailers can use existing Visual IVR templates to build, customize with features and launch a contact center solution quickly and easily.
“Automated phone menus can be frustrating when they don’t serve their purpose — convenience. Long winded prompts, on-hold music and endless loops can ruin a customer’s experience in the blink of an eye,” said Gal Steinberg, Zappix’s VP of Marketing. “We are committed to improving customer service and our new retail solution allows retail customers to enjoy the benefits of a state-of-the-art Visual IVR. They can track orders, initiate returns, check their account and ultimately speak with customer service directly, if needed, from their smartphones. Using the Zappix Visual-IVR is part of our dedication to top-quality customer service. Zappix offers consistency and continuity across all the touch points used by a customer.”
Zappix transforms the consumer experience by providing a smartphone visual and self-service option that works as a native iPhone or Android App as well as an HTML 5 web app.
“The Zappix smartphone Visual IVR for retailers takes a business’ existing IVR to a new level by providing omni-channel access – such as telephony (phone calls), mobile forms, videos, images, PDFs, email, text messaging (SMS), web and social media,” Steinberg said. “And, Zappix tracks all consumer interactions on the platform and provides businesses data on their customers’ interaction with voice channel, social media or self-service options, thereby allowing analysis of cross-channel consumer behavior, trend identification and consumer satisfaction measurement.”
Cloud-based Zappix Visual IVR is a Software as a Service (SaaS) solution for web or cross-platform mobile apps. Offering omni-channel, customer service communications, Zappix enables businesses to rapidly deploy a highly intuitive, extremely interactive smartphone visual IVR app to improve customer care, reduce contact center costs and increase Net Promoter Scores™.
Fast-growing Zappix currently provides hundreds of contact centers with a streamlined way to empower and better serve customers. Supported organizations include insurance companies, utilities, banks, internet and mobile service providers, retailers, airlines and government agencies.