Zappix, Inc. Announces Expansion of Retail E-Commerce Self-Service Solution
The expanded solution supports new use cases and increases customer self-service capabilities.
BURLINGTON, MASS. (PRWEB) Feb. 13, 2019 — The expanded E-Commerce Self-Service solution for retailers handles customer service calls for more disposition codes, increasing the platform’s ability to deflect calls away from contact centers and improving customer service capabilities. The solution, already implemented by multiple large retailers in North America, has proven a success with impressive ROI and significant cost savings. The announced expansion will provide the opportunity for more retailers to enjoy the benefits of Zappix E-Commerce Self-Service.
Zappix E-Commerce Self-Service transforms the customer experience when interacting with a retailer’s contact center. Visual IVR, instantly accessible On-Demand Apps and seamless integrations to any database or backend system powered by the Zappix RPA engine increase call containment, defer calls away from contact centers, and reduce costs for retailers while creating a modern, digital, and enjoyable CX.
The solution now covers many disposition codes including:
- Order Tracking
- Returns Tracking
- Returns Processing
- Gift Card Balance Lookup
- Account Management
- Store Locator
- Loyalty Program
“The current customers and prospects we’ve spoken with are excited by the expanded capabilities of our E-Commerce Self-Service solution,” said Yossi Abraham, Zappix president. “By adding new functionality and enabling self-service for additional use cases, Zappix provides a great solution that increases customer satisfaction and reduces the cost for call centers. The Zappix solution also empowers call center agents by reducing the volume of repetitive calls they have to answer and allowing them to focus on high-value, revenue generating calls."
E-Commerce Self-Service users enjoy call containment rates of 85%, an Average Handle Time (AHT) reduction of 70-80%, and customer satisfaction improvement (NPS >65). The stellar customer experience provided by the solution, combined with impressive cost reduction, has already made E-Commerce Self-Service one of the most popular Zappix solutions. Expanding to include more disposition codes will allow more retailers to experience these benefits and more.
Zappix provides On-Demand Customer Service Solutions: Visual IVR, On-Demand Apps, Outbound Engagement and Robotic Process Automation (RPA). The cloud-based solutions improve the customer journey during contact center interactions. The open platform enables workflow automation, rapid deployments, and seamless integration to back-end systems (CRMs, ERPs, etc.), and IVRs, and provides a comprehensive Analytics Suite.
The Zappix solution provides significant benefits and ROI: reducing costs by increasing containment rates for contact centers, improving customer experience and Net Promoter Score (NPS), creating new revenue opportunities using targeted promotional banners and automation of revenue generating use-cases.