After the upheaval of 2020, customer service leaders entering 2021 must focus on four critical functions to guarantee customer satisfaction this year. Each aspect plays an important role in the overall customer service experience: speed, simplicity, mobility, and automation. Digital self-service capabilities have become the industry standard for modern customer...
The Pareto principle proposes that for many events, 80% of the effects come from 20% of the causes. The principle has been tested by many industries and businesses around the world and has proven to be true for customer service as well. Over the past few years, automation and self-service...
Modern consumers expect digital self-service from the companies they interact with. Today’s business leaders recognize the value of automation and self-service as well, but modern digital solutions must be added to voice channels if they want to really increase customer satisfaction. We love getting customer service solutions quickly and easily,...
There are three critical aspects of every customer service call that contact center managers must understand and be aware of if they want to make the biggest impact on the customer journey: Before customers call into the call center After the call is placed, but before callers speak with an...
With a wave of increased inbound call volumes and a squeeze on contact center capacity from the COVID-19 pandemic, intelligent virtual assistants have quickly become a critical aspect of call centers’ response to the outbreak. When companies pivoted their contact center workforce to work from home (WFH) to keep everyone...
Consumer expectations have shifted rapidly over the past few years. The rise of social media and other technological innovations have changed how everyone operates in our new digital world. Despite the speed with which consumers have adapted, many businesses haven’t kept pace. With the outbreak of COVID-19, the need to...
Consumer expectations have shifted rapidly over the past few years. The rise of social media and other technological innovations have changed how everyone operates in our new digital world. Despite the speed with which consumers have adapted, many businesses haven’t kept pace. With the outbreak of COVID-19, the need to...
Today’s customer experience and contact center market is rapidly changing. Modern customer journeys leverage digital channels and self-service capabilities. It is not enough for business leaders to simply implement self-service, however. For any self-service project to be truly successful, leaders must focus on four key factors: availability, ease of use,...
With governments implementing various phased plans for re-opening, company leaders must carefully evaluate how to bring employees back to work and customers into stores. Masks, social distancing, and other procedures are being implemented to help keep everyone healthy and protect us as we all get back to work. “With the...
Earlier this year I joined Zappix as Sales Director. I liked the technology, the team, and the opportunities. Clearly the cutting edge of what customer service should be, Zappix seemed like a great company to work for. Then the COVID-19 pandemic changed the business landscape. Just two weeks after I...
COVID-19 has had an incredible impact on businesses around the world. Contact centers are no exception. The pandemic has drastically increased inbound call volumes, reduced manpower and call center resources, and broken the equilibrium carefully fine tuned and balanced by contact center managers. As we begin to adjust, adapt, and...
The global Coronavirus pandemic has fundamentally changed our lives. Quarantines and closures have changed how we all do business. The path forward is difficult, but modern technology is helping retailers find success. Zappix is working with multiple retailers to flatten the contact center curve with automated self-service solutions. During this...
The Coronavirus (COVID-19) pandemic has fundamentally changed the way companies are doing business today. With workforces transitioned to work-from-home (WFH) and customer service call volumes spiking, businesses are looking for the best way toflatten the contact center curveand deliver fast, simple, enjoyable customer experiences despite increased volumes and restricted agents....
The global Coronavirus pandemic has fundamentally changed all of our lives. Quarantines and closures have changed how we all do business. The path forward is difficult, but modern technology is helping companies around the world find success. During this time of crisis, first and foremost the health and safety of...
Solving the issue of hold times is vital to today’s customer satisfaction. Modern customers want their calls resolved quickly and they don’t want to waste time getting to that resolution. Unfortunately for many callers, the last hurdle before talking to any customer service representative is seemingly unavoidable. When call volume...
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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.