Leading Storage Company Selects Zappix Visual IVR as Customer Service Platform

PRESS RELEASE: Zappix, a smartphone Visual IVR software innovator, has added Moishe’s Self Storage to its growing client roster. The Zappix platform offers a visual representation of an Interactive Voice Response (IVR) call menu on a smartphone or computer screen to offer customers visual self service. Zappix facilitates menu navigation for smartphone users who simply select responses by touch from the list of options displayed on their screen.

It can easily take almost 30 seconds to listen to an IVR menu versus just a few seconds to check a smartphone loaded with the Zappix app.

The Zappix platform improves the customer experience by allowing consumers to see each menu item and to then easily select options by touch versus listening to a list of options over the phone and interacting with their voice. A call made via Zappix is usually much shorter than one made via a traditional voice IVR.

“Automated phone menus can be annoying when they don’t serve their purpose — convenience. On-hold music and endless loops can ruin a customer’s experience in the blink of an eye,” said Alon Livne, General Manager of Moishe’s Self Storage. “We are committed to improve customer service for our growing client base, now our customers can enjoy the benefits of a state-of-the-art Visual IVR, they can reserve storage, check their account and speak with customer service directly from their smartphones. Using the Zappix Visual-IVR as part of our dedication to top-quality customer service.”

“Zappix offers consistency and continuity across all the multiple touch points used by a customer” said Gal Steinberg, Zappix VP of Marketing. “While navigating the Zappix smartphone menu, consumers can select a “live chat” option or may be transferred to a Moishe’s representative at any point during the interaction. And, customer actions are visible to Moishe’s agents — which enables a smooth, friendly transition and in-context handling of calls from the Zappix channel to Moishe’s Self Storage customer service representatives.” added Steinberg.

Zappix transforms the consumer experience by providing a smartphone visual and self service option that works as a native iPhone or Android App as well as an HTML 5 web app.

“The Zappix smartphone Visual IVR takes a business’s existing IVR to a new level by providing omni-channel access – such as telephony, mobile forms, videos, images, PDFs, email, text messaging (SMS), web and social media,” Schneur 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.”