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 toAdobe.
Zappix, the leadingVisual IVRand 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)