Boston – Utility supplies: Zappix unveiled its proven enterprise-class Utility customer care Visual IVR and Self-Service mobile app solution that is based on its leading edge, Cloud-based multi-channel consumer engagement mobile platform. Zappix recently announced successful deployment of the Utility Visual IVR and web self-service components of the solution at a publicly traded utility company serving seven states in the US.
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’s customers can navigate smart visual menus on the phone before placing a call and get to the right CSR every time or access self-service options in a multitude of ways whether it is through voice or digital channels using Utility website or on-demand native app capabilities. Not only does this reduce customer frustration associated with annoying IVR options but also empowers them to access self-service on the same device just as they are about to place a call.
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 etc. via IVR, mobile-ready websites or from within the app. Utilities can easily 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.
“With the secure combination of all service access points including all-important voice channel on one device, Zappix is the only complete smartphone customer care solution for Utilities. 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” continued Amol Joshi, President and CEO of Zappix, ³Unlike 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 -with the Cloud-based Zappix Management Console which itself is intuitive and 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. “Zappix provides proven enterprise-class technology innovations at a disruptively low dollar- and resource- cost point allowing Utilities to do more with less. We are confident that will allow Customer Service Executives to get a big thank you not only from the customers they serve but also from their own call-center personnel, IT and Finance executives². Details on benefits, functionality and pricing options for the Zappix Cloud based Mobile Customer Care solution for Utilities are available on the Zappix website.
Increasingly, customer engagement is being recognized as the single most important factor influencing a company¹s growth and profits. This recognition, combined with the exploding adoption and usage of mobile devices globally, places the Zappix visual customer service platform in an excellent position to realize robust business growth and ever-widening company and consumer acceptance in the future.
The Zappix cloud-based multichannel cross-OS mobile customer support solution enables companies to deliver and maintain a visual, intuitive customer care experience on mobile devices.