November 11, 2013
Zappix Announces Cloud-Based Mobile Customer Care Solution for Utilities
By Rajani Baburajan
Zappix, a provider of multi-channel call center software, announced the latest cloud-based utility mobile customer care solution. With this launch, Zappix allows water, gas and electric utilities of any size to provide an intuitive, convenient and adaptive experience to their customers on iPhones and Android (News - Alert) smartphones, Zappix said.
The launch happens at a time when customer engagement is being recognized as the single most important factor influencing a company’s growth and profits. With its advanced capabilities, Zappix visual customer service platform is able to help utilities realize robust business growth and ever-widening company and consumer acceptance in the future, the company said.
The new Visual IVR and Self Service mobile app is based on Zappix’s multi-channel customer engagement mobile platform. The uniqueness of this solution is that it can work with any IVR, CRM or ERP system.
The solution has been deployed at a publicly traded utility company serving seven states in the U.S.
“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,” said Amol Joshi, president and CEO of Zappix.
The modular solution allows a utility start with one channel and extend to other channels in stages or start with a full multi-channel native-app deployment – all within days or maximum two weeks, Joshi added.
Utility customers can securely manage their accounts, report outages or emergencies, access SMS/e-mail/social media with one click, view documents and multimedia content via IVR, mobile-ready websites or from within the app.
The solution also allows customers to navigate smart visual menus on the phone before placing a call and get to the right CSR (News - Alert) every time or access self-service options through a number of options. This allows them to collect customer experience feedback and derive insights from customer journeys across multiple channels.
The ability to navigate smart visual menus allows utilities to reduce customer frustration associated with annoying IVR options and empowers them to access self-service on the same device just as they are about to place a call.
The service can be accessed with the Cloud-based Zappix Management Console. 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.
Edited by Cassandra Tucker