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Zappix will Haul You out of the Quagmire of IVR Options
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Zappix will Haul You out of the Quagmire of IVR Options

 
December 09, 2013

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  By Mini Swamy, TMCnet Contributor
 


Anyone who has been exposed to the interactive voice system (IVR) knows how frustrating and annoying it is to punch in so many keys before getting through to customer service; that’s if you’re lucky. Most of us are put off and end up disgruntled before we decide to hang up. However, Zappix’ visual smartphone IVR is expected to take customer service to a new level of engagement.


Zappix, the developer of the popular and free customer service mobile app, provides this customer service mobile “Super Directory” app to consumers via an iPhone (News - Alert) (iOS) and Android app.

In an era where smartphones rule the roost, the new Zappix IVR solution gives users visual access to customer service, and according to Amol Joshi, CEO, its intuitive smart menus provide a “significantly faster connection to the right agent the first time,” which is something that you can never dream of with the traditional IVR.

“Customers dislike calling customer service, and getting stuck in a maze of options,” said Gal Steinberg, vice president of marketing at Zappix. “Zappix cuts the time it takes to get to the right agent by 80 percent and gets them to the right destination.”

And, in addition to smart menus, the solution provides alternative multichannel customer care contact options giving users one-click access to email, text messaging, Web and Social Media – all from within the Zappix app.

The great thing about the Zappix solution is that the visual IVR smart menus can be configured without having to make any changes in the existing IVR system. This means that the system is future-proof and contact centers can add a visual customer service meta-layer at a future date through the Zappix app without any hassle.

“Our goal is to provide companies with a convenient and quick way to offer an enhanced multichannel customer service experience to their customers without replacing their existing infrastructure,” added Steinberg.

Does this then spell the end of having to wade through multiple phone menu IVR options before getting customer service? Can Zappix really put an end to the woes of IVR users? Keep your fingers crossed. 



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