Zappix Launches Enhanced Visual IVR for Retail


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Zappix, a provider of smartphone Visual IVR software, has launched a Visual IVR solution specifically for retail clients.

The new retail-focused offering from Zappix offers a visual representation of an interactive voice response (IVR) call menu displayed on a smartphone or computer. Customers calling from their smartphones can now use the smartphone display and select responses by touch from the list displayed on screen rather than listening and interacting over the phone via voice. Options include order status, tracking order, tracking returns, initiating returns, and more, all during a voice call.

Retailers can use existing Visual IVR templates to build, customize with features, and launch a contact center solution.

"Automated phone menus can be frustrating when they don't serve their purpose—convenience. Long-winded prompts, on-hold music, and endless loops can ruin a customer's experience in the blink of an eye," said Gal Steinberg, Zappix's vice president of marketing, in a statement. "We are committed to improving customer service, and our new retail solution allows retail customers to enjoy the benefits of a state-of-the-art Visual IVR. They can track orders, initiate returns, check their account, and ultimately speak with customer service directly, if needed, from their smartphones. Using the Zappix Visual IVR is part of our dedication to top-quality customer service. Zappix offers consistency and continuity across all the touch points used by a customer."

Zappix provides a smartphone visual and self-service option that works as a native iPhone, Android, or HTML 5 web app.

"The Zappix smartphone Visual IVR for retailers takes a business' existing IVR to a new level by providing omnichannel access, such as telephony (phone calls), mobile forms, videos, images, PDFs, email, text messaging (SMS), web and social media," Steinberg said. "And Zappix tracks all consumer interactions on the platform and provides businesses data on their customers' interaction with voice channel, social media, or self-service options, thereby allowing analysis of cross-channel consumer behavior, trend identification, and consumer satisfaction measurement."