Zappix Blog

Success in customer service and automation follows success in planning for the right amount of automation in the right places. Understanding how to properly automate will be key to excellent CX going forward. Automation has fundamentally shifted the future of many industries. Customer service and customer experience (CX) are no...

The path forward for Utility Customer Care is one of balance between fast-paced changes and an evolutionary approach. Customer experience (CX) and customer care have become one of the most critical components of customer satisfaction for every utility. Modern consumers expect services delivered quickly whenever they want, through whatever channel...

Market research and customer surveys are incredibly useful in some cases, but real innovation must look past customer comments and see what causes pain points Working at a company committed to making real improvements to customer experience and the CX industry, our teams are always eager to attend regional meetings...

Customer experience and interactions are critical to brand reputation and success today. Here are a few tips to keep in mind when planning your customer experiences and touchpoints. Our modern, customer-centric world makes customer experience (CX) more critical to brand success every day. New technology means customers interact with our...

Emerging Visual IVR and On-Demand Customer Service technology is making big waves in the Business Process Outsourcing industry. Staying up to date with a constantly changing digital landscape while filling customer demands is a constant focus of Business Process Outsourcing (BPO) companies today. Customers demand self-service customer care, but can...

Consumers see personalized experiences, digital channels, and easily accessible answers when they interact with corporations. Healthcare providers can provide a more modern experience when they give patients the same treatment. Businesses in every sector are improving customer experience (CX) every day, making interactions more convenient and personalized. Healthcare providers can...

In our fast-paced, digital world many customers still choose to call customer contact centers. With so many opting for live agent assistance, where does self-service fit in? According to Microsoft’s 2019 State Of Global Customer ServiceReport, Americans prefer calling customer service to any other channel of interaction. If customers are...

The digital revolution is sweeping across business departments. For many companies, that revolution leads directly to Visual IVR. Today’s customers want fast service available when they need it, wherever they are, and preferably through a self-service option. Visual IVR gives customers calling your contact center the option of viewing service...

Being named one of CRM Magazine’s 2019 CRM Service Awards Rising Stars is a great honor, and the team at Zappix has much more planned. Being named one of CRM Magazine’s 2019 CRM Service AwardsRising Starswas a great honor. The award stands as validation for the incredible year of growth...

Automated CX self-service tools must work hand in hand with live agent assistance for customer service to really excel today. Automated technology has completely transformed the customer experience landscape over the past few years. The pinnacle of CX isn’t total automation, however — it’s the perfect blend between self-service and...

Learning the hows and whys of customer behavior in 2019 is critical for business success in our modern world. SOCAP New England’s 2019 Winter Event delivered on that search. A classic New England snow storm started the day with a short delay, but even the weather couldn’t stop those of...

The five distinct business trends shaping self-service automation this year The past year saw an explosion in the capabilities and possibilities of self-service automation. Consumers demand self-service options. Microsoft’s 2018 Global State of Customer ServiceReportfound 88% of customers expect an organization to offer a self-service portal. Artificial Intelligence (AI), Machine...

Modern businesses must understand the three different types of VOC and apply customer comments to their service strategy in our new customer-centric CX world. Great customer experience in today’s business landscape begins with understanding what customers expect and demand from interactions with your brand. Taking a customer-centric mindset to CX...

Smart Home Assistants Are A Smart Decision for Customer Service Our modern world is getting continually more digital and CX is getting more personalized. Integrating smart home assistants like Amazon Alexa is the next step towards stellar customer service. By JOHNNY ROSA Voice-controlled smart assistants like Amazon Alexa and Google...

Insurance providers have been locked in an ongoing war over lower rates and prices, but the real upper hand is coming in the form of improved customer service. The key for insurance companies looking to grow is to keep the customers they already service happy and appreciative. That means giving...