Zappix Blog

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...

NRF 2019: In The Midst of Impressive Innovation, Don’t Forget The Basics Retail’s Big Show was packed with innovative new technology and highlighted an impressive future of advancements in the industry, albeit reminding us of the importance of customer service. By YOSSI ABRAHAM NRF 2019: Retail’s BIG Show was a...

Why Businesses Should Look To Proactive Communication For CX Enhancements In 2019 With the rise of new technologies, consumers expect more direct and efficient methods of customer service. By ALYE CHAISSON Consumers and businesses have many channels to communicate through: phone calls, emails, social media, or others. There is a...

The On-Demand Economy And The Age of the Customer We live in a world moving at the speed of technology, and customer service needs to keep pace. By JOHNNY ROSA We have fully entered the age of the customer. High-speed internet availability, mobile phone adaption, the continuous growth of e-commerce,...

From Reactive To Proactive The best businesses and the best customer service revolve around one crucial mindset: working proactively instead of reactively. By MICHAEL DEMERS After nearly two years working with clients across various industries as Customer Success & Operations Manager at Zappix, one mantra stands out as the most...

The Best Way To Grow Your Business Might Be Closer Than You Think I spent a day at NorthEast Contact Center Forum’s winter event and saw how focusing on leadership and employee experience can transform businesses in every sector. By ANGELA GENDRON A few days ago I attended NorthEast Contact...

To App or Not to App: That Is The Question Between developing and maintaining a mobile app, corporations stand to spend thousands on a service that might not be used very often, but what if I told you there was a better way? By SCOTT MATTOCKS Native smartphone apps have...

Baby steps creating big efficiency improvements has RPA poised to be the biggest factor for fast and productive results in 2019. Government agencies are aching for better efficiency. Every day, incompatible software or outdated legacy systems make the job harder for those working to keep things running. With a lot...