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Meet Avner Schneur of Zappix in Burlington

Today we’d like to introduce you to Avner Schneur.

Avner, let’s start with your story. We’d love to hear how you got started and how the journey has been so far.
Zappix started as a Visual IVR app for all businesses. The idea was (and still is) simple: lots of companies have IVR (Interactive Voice Response) which means when you call them, usually on an 800 number, you are prompted with a voice menu option: Press one for this, two for that, etc… People hate voice menus, so Zappix developed an app for the iPhone, Android, and Blackberry which was a yellow pages of all businesses by location and category. For example, in Boston all Telco companies, all Insurance companies, etc…including government and state customer service. For each company using this technology, we re-engineered their IVR and created Visual menus. If you want to call Verizon to report that your Wi-Fi is not working, you searched for Telco or Verizon directly and brought up the Verizon Menu. The menu is Visual so you can tap on the line items and get to the right issue you wanted to call about. At the point when you press dial, Zappix will call Verizon directly to the Wi-Fi service and you avoided all the press one, two, etc… You can also navigate backwards in the menu, so there is a lot of flexibility.

Great, so let’s dig a little deeper into the story – has it been an easy path overall and if not, what were the challenges you’ve had to overcome?
Zappix allowed users to keep a short cut to their Zappix app, so, for example, if they called Verizon often, the Visual Menu would come right up and the call would connect directly.

People loved it and still do, but it was not feasible to maintain so many companies’ menu updates as companies changed their menus very often. The service was free for the companies and consumers. We tried to provide the companies with additional customized menus. The issue was that most companies did not want to pay for that model. So, we switched the model to an Enterprise Visual IVR and Mobile On-Demand solution for enterprises and organizations.

Zappix – what should we know? What do you guys do best? What sets you apart from the competition?
Zappix specializes in providing a Visual IVR and Mobile On-Demand solution for enterprises and organizations. Internally and externally. What this means, is that now when a customer calls the call center IVR, we ask him/her if they want to use the Mobile On-Demand solution. If they say yes, we pop up a fully featured Mobile App on their phone with a screen that is relevant to the issue they called about. While they go through the form, the phone also serves as voice help to aid them in navigation from field-to-field guiding them on what to do. For example, if you called a retailer to ask about your order status, the Mobile app will populate with the order status data and Zappix can identify the cell number to connect you to the retailer backend system, retrieve the customer account and “voila” here is the order status. This provides a major saving in time and reduction of aggravation. The beauty is also that while the mobile app pops up, the line to the call center is still on. So, if you still want to speak with an agent, you can just hit a key and we connect you to the right agent.

What is nice about it, is that we saw customers using it externally like the example above, but also internally. For example, a large company which has over 100,000 employees spread all over the country and calls for multiple HR issues. They wanted a simple On Demand App that can guide them to find a resolution to lots of issues, like, how much vacation time do I have? What are the deductions in my last pay check? Can I and how much can I loan from my 401k? etc…

People today are tired of downloadable Mobile apps. Every time you download an app it takes space, power, and consumes data in the background. If you use the app all the time, for example with your bank, it makes sense. But, if you want to check on issue once, like checking your order status from retailer you bought once and maybe it will be a long time until you buy again, why download a full app? So, that’s when the Mobile On-Demand solution comes into play.

What moment in your career do you look back most fondly on?
The proud moment for us was when very large enterprises started to adopt the solution. Suddenly we saw the user count go up and up and people’s feedback was “we love this”.

We survey customers right after they resolve their issues and got a very strong NPS. NPS stands for Net Promoter Score and is a top indicator for customer satisfaction. We ask the user if they would recommend this service (whatever the service is) to their friend. If they say “yes” it means they like the service. Our customers, the enterprises that use Zappix solutions, see NPS from their customers that use Zappix rated at over 80% and 85% which is an excellent vote of confidence in the product’s capability to resolve customer issues and likability of use.

It’s a great feeling to know that your product is helping customers and they love it.

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