Zappix Blog

From large hospitals to specialist clinics, healthcare providers work hard every day to help patients heal. One of the biggest hurdles medical staff in all departments face is patient preparedness and education, but a simple shift made possible by modern automation is dramatically improving the status quo, and having added...

When companies pivoted their workforce to work from home (WFH) to keep everyone safe during the COVID-19 outbreak, workflows changed. Businesses truly realized the value in being able to adapt processes and scale customer service capacity quickly. Blending live agent expertise with the scalability of automated self-service became critical for...

Self-service has firmly planted itself at the core of contact center digital transformation projects. Streamlining repetitive or cumbersome activities improves the customer experience, and impacts the employee experience. Across customer experience, modern technology is transforming many KPIs. Today’s consumers demand digital self-service. A Software Advice survey found that when a...

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...