Zappix Unveils Visual Self-Service For Callers Waiting On Hold
The leading Visual IVR vendor has launched a new product aimed at relieving call centers overwhelmed by COVID-19 related inbound volume spikes by delivering self-service resolutions while callers wait on hold.
Increased calls to contact centers during the COVID-19 pandemic have resulted in increasing average wait times. The new On-Hold Support solution offers callers the option to resolve their issue with automated self-service without losing their place in the queue. Customers opting into On-Hold Support will receive a link to visual interfaces delivering fast, easy-to-use resolutions for common calls like order status, account management, claims management, and many others across various industries.
If callers resolve their issue via the automated On-Hold Support solution, they can then end the call and avoid using up valuable live agent time. If not, callers continue their traditional IVR journey to a live agent and all the information they have entered will be sent to the agent for enhanced context and increased average handle time (AHT).
The entire Zappix suite of products delivers powerful automation and customer self-service through innovative visual CX. Zappix customers are benefitting from:
Zappix automation seamlessly integrates with any CRM, Order Management System, and other back-end systems to connect customers directly to retailers. The drag-and-drop Zappix Studio makes launching new implementations fast and painless, while Zappix Actionable Analytics tracks the customer journey and provides reports analyzing consumer behavior and trends. Together, each part of the Zappix portfolio gives businesses the power to improve customer service during the peak holiday season.
