Zappix Rolls Out Cloud-based Mobile Customer Care Solution for Utilities

Zappix has released a customer care visual IVR and self-service mobile app for utility customers that is based on its cloud-based multichannel consumer engagement mobile platform.

Water, gas and electric utilities of any size are now able to provide an intuitive, convenient and adaptive experience to their customers on iPhones and Android smartphones. Utility customers can navigate smart visual menus on the phone before placing a call and get to the right customer service representative or access self-service options in a multitude of ways whether it is through voice or digital channels

Through the free iOS and Android mobile app, utility customers have options to securely manage their accounts, report outages or emergencies, access SMS/email/social media with one click, view documents and multimedia content via IVR, mobile-ready Web sites or from within the app. Utilities can configure in-app alerts and notifications, provide information on phone screen while the call is in progress, collect customer experience feedback with one click and derive insights from customer journeys across multiple channels.

“Our modular solution allows a utility start with one channel and extends to other channels in stages or start with a full multi-channel native-app deployment, all within days or maximum two weeks” said Amol Joshi, president and CEO, Zappix, in a statement. “Unlike other solutions, Zappix mobile technology is already proven with consumers and can work with any IVR, CRM or ERP system”.

Utilities that subscribe to the Zappix service can configure the consumer engagement solution with the cloud-based Zappix Management Console which is designed for the non-technical user. Utility customers pay an initial, one time set up fee while subscription fees for access to the Zappix Management Console start at $200 per month.