Zappix Case Studies

 

 

Logistics & Services

Deflecting routine calls and deploying a dynamic FAQ solution

Problem

An international logistics corporation needed to deflect simple, routine calls away from agents. 

They also identified a need to build a digital knowledge base of FAQs to allow for easy access and dynamic answers.

International Logistics Company

About the Client

The international logistics company has served as a trusted trade adviser to businesses around the world for 75 years. It specializes in customs brokerage and trade compliance, and offers international trade consulting, global trade management and freight forwarding. The company employs approximately 3,000 associates at more than 90 key border points, sea ports, airports and other strategic locations across North America, Europe, and Asia.

Solution

Zappix visual self-service solutions organized a massive FAQ knowledgebase into multi-layered menus, and added dynamic media like videos, photos, and downloads to enhance customer knowledge. The solution includes integrated APIs for shipment tracking, an i-Framed (embedded) scheduling tool, document downloads, links to external resources, and omnichannel access to on-demand apps (website, chat, email signature).

Key Features

The International Logistics company benefitted from several key features of the Zappix solution including:

 

  • Organized FAQ knowledgebase
  • Video and photo FAQ answers
  • Integrate APIs for shipment tracking
  • i-Framed (embedded) scheduler
  • Document downloads enabled
  • Links to external resources
  • Omnichannel access to on-demand apps (website, chat, & email signature)
  • Multilingual — English & French

%

Call Containment

Win/Win: 90% of Visual IVR users resolved their interaction without transferring to a live agent, reducing costs for the contact center and improving customer experience

%

AHT Reduction

Quick & Easy: The business and its customsers benefitted from thousands of deflected calls with an Average Handle Time (AHT) reduced over 80% from 6+ minutes to under 1 minute

Dynamic FAQ Pages

Fast Resolutions: Complex logistics and shipping questions are navigated with ease thanks to intutive visual menus, with dynamic multimedia messages and links to more information available on over 75 different FAQ pages, making sure customers find the answers they’re looking for

Results

  • Hundreds of calls deflected to visual self-service every month
  • Increased containment rate (up to 90%)
  • Increased customer satisfaction 
  • Average Handle Time (AHT) reduced (from 6+ minutes to <1 minute)

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