Zappix Reports Record-High Number of Self-Service Interactions During Holiday Season
The leading Visual IVR and On-Demand Customer Self-Service vendor is servicing a record-high number of visits and interactions this holiday season.
BURLINGTON, MASS. (PRWEB) Dec. 09, 2020 — In this unprecedented year, industries like ecommerce have seen incredible growth in customer volume, driving record high numbers of customer service callers. Cyber Monday saw online sales reach $10.8 billion, up 30% over last year. It was the biggest U.S. e-commerce day ever, according to Adobe.
Zappix, the leading Visual IVR and Mobile On-Demand Customer Self-Service vendor, has supported a record-high number of interactions during the unprecedented 2020 holiday season. The added volume of e-commerce business combined with an increase in the adoption of Zappix services this year has created the surge in requests for self-service.
“We’ve seen a 4x increase in businesses adopting our self-service solutions this year, and over 10x increase in traffic over last year,” said Yossi Abraham, Zappix president. “We’re glad to have the opportunity to support our retail and e-commerce customers during this holiday season, and help them provide better customer experience.”
With more and more users calling into customer service lines, the appeal of self-service automation has grown rapidly. Businesses benefit from 70-85% containment rates deflecting routine, repetitive calls away from live agents, and customers enjoy faster resolutions, higher first call resolution rates, and lower average handle times (AHT).
Zappix cloud-based Digital Self-Service solutions provide customers significant benefits:
Offering self-service options that reduce the volume of calls reaching agents
Lower contact center costs
Improved customer experience (CX)
Automation of repetitive processes, freeing live agents to focus on high-value tasks
Shorter average handling times per call (AHT reduction)