Case Studies > On-Demand Apps, Retail, Visual IVR
A global fashion and technology platform wanted to reduce costs and headcount in their contact center by deflecting calls away from agents to self-service channels.
The automation solution they were looking for would also help manage seasonal spikes in inbound call volumes without adding additional agents.
This client is a global technology platform operating at the intersection of culture, community, and commerce. Headquartered in Montreal, it features a mix of established and emerging luxury brands across womenswear, menswear, and kidswear . The brand has garnered critical acclaim as both an e-commerce engine and a producer of cultural content. It generates an average of 100 million monthly page views. Approximately 80% of its audience is between the ages of 18 to 40. It is privately held and has achieved high double digit annual growth and profitability since its inception.
Zappix visual self-service solutions handle multiple critical needs for this client: fast and easy order status. tracking, the ability to modify orders (update shipping address, delte items, cancel orders) if allowed by store rules, and multi-layered returns instructions. The solution complements the Voice IVR the client already had implemented and is integrated into its backend CRM via APIs. When callers opt into the self-service option, they are transferred to the Zappix Visual IVR.
The Fashion and Technology company benefitted from several key features of the Zappix solution including:
Cost Control: Zappix Visual IVR creates rapid ROI, containing over 75% of calls sent to the system on average. Innovative end-to-end automation solves calls and prevents callers from needing to speak with a live agent.
Customer Experience: Customers want choice, and Visual IVR delivers the experiences they want. When given the option, over 25% of callers chose to use the visual self-service experience.
Win/Win: The retailer and its customsers benefitted from thousands of deflected calls with an AHT reduced fby 66%.
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Zappix transforms the user journey during customer service interactions with an AI-Powered Digital Engagement Platform- engaging through Digital Outreach, deflecting inbound inquiries using Digital Self-service, and optimizing agents’ activities using Digital Agent Assist. The cloud-based platform enables workflow automation, rapid developments, and integration to back-end systems and provides an actionable Analytics Suite.
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