Zappix Blog

5 Statistics To Know About The Future Of Customer Service Important numbers to remember in the era of the customer By JOHNNY ROSA The customer service landscape has been shifting for a few years. The rapid growth of technology and changing customer expectations has meant new priorities for enterprises looking...

How Logistics Benefits From The Smartphone Revolution Customers want multiple digital channels to connect to shipment companies. Now it’s easier than ever to give them what they want. By JOHNNY ROSA Today’s smartphone obsessed society is constantly connected and expects the same level of digital responsiveness from enterprises. The 2017...

I love numbers. Throughout my career I focused on data and statistics to pinpoint the most critical areas for improvement for my teams. That’s why I enjoy the growing business trend spotlighting customer service. There are a multitude of categories and data points to gather and understand when it comes...

How Innovative Visual IVR And RPA Are Automating HR And Driving Efficiency Visual IVR and Robotic Process Automation work in tandem to free up contact center agents to handle more value-added employee interactions By YOSSI ABRAHAM ORIGINALLY PUBLISHED BY HR TECHNOLOGIST Visual IVR and Robotic Process Automation are changing how...

Comprehending the Touchpoint Explosion and Its Impact on CX A guide to understanding the complex customer touchpoint landscape By JOHNNY ROSA My great-grandfather built houses for a living. When he needed supplies he visited the local hardware store or drove to a lumber yard. He hammered nails, hung siding, and...

Change Your Customer Service Grade from D-ecent to A-mazing Consumers don’t want customer service that’s only okay. Why would you? By MICHAEL DEMERS The big box didn’t seem damaged. All the packing material was still inside. Somehow it hadn’t mattered. The beautiful bed frame my fiance and I had ordered...

According to comScore’s 2017 Cross Platform Future in Focusreport,the average American over 18-years-old spends 2 hours, 51 minutes on their smartphone every day. That number has been steadily rising year after year. We are all becoming increasingly dependent on our pocket supercomputers. Last week I took a road trip from...

Self-Service Capabilities and Jeff Bezos’ Customer Obsession How innovative technology can satisfy even the most passionate CEO’s obsession By YOSSI ABRAHAM I like to read – books, articles, posts. As President of Zappix, it’s important for me to stay on top of industry trends, customer needs, and our employees’ perspectives....

How a minute long commercial reminded me of what really matters I don’t usually watch commercials. Between my wife, my son, and my dog there is always someone in the room more important to me than whatever ads are trying to sell me. The other night there was one ad...

Robotic Process Automation (RPA) istransforming CXand customer care. The ability to automate the repetitive, tedious tasks often occupying personnel in back offices and customer-facing contact centers can provide meaningful benefits: reduce the need for a cumbersome back office free up contact center agents to handle high-value, complex service calls enhance...

Three Benefits to Contact Center Automation Improving contact center interactions will have a critical impact on enterprises in 2018 By JOHNNY ROSA Interacting with customer service is a generally aggravating, if sometimes unavoidable, experience. Customers rarely look forward to calling customer service. Handling upset callers faced with frustrating issues has...

A New Dawn for Dynamic Customer Care Visual IVR On-Demand is transforming CX while improving the bottom line. By YOSSI ABRAHAM in partnership with Radial Customers with questions want them answered quickly and effectively. That simple truth doesn’t resonate well with recentHelpScout statisticsshowing customer service agents fail to provide adequate...

Modern customers connect to Twitter, Facebook, and other social media. They see ads while browsing the web and watching television. They question chatbots and call customer service. The dozens of channels customers use to contact companies have created the hottest buzzword in the CX world: omnichannel. Most professionals miss the...

Visual IVR provides immediate solutions, passionate users, and transformative technology for retailers. Customers carry amazing potential in their pockets, thanks to our mobile-oriented culture. Smartphones empower consumers to achieve most goals on their own. They are opting for self-service options that are often faster and more direct than speaking with...