Merchant Warehouse enhances mobile customer support

Merchant Warehouse, a provider of payment technologies and merchant account services, has chosen a new mobile app solution so it can offer merchants mobile customer care.

Merchant Warehouse has chosen Zappix’s Visual IVR and Self-Service mobile app to enable merchants to access customer support resources and self-service options on their smart phones. Zappix says that its technology will make it easier to connect directly to the right customer service representative by selecting a visual IVR menu on the smart phone screen.

David McSweeney, executive VP of operations at Merchant Warehouse, says, “With our focus on Net Promoter Score and prompt resolution for customer service inquiries, it is important for us to extend access of our world-class support to smart phones using native app capabilities. Instead of developing our own custom app, we selected Zappix cross-platform customer service app for our mobile initiative because it brings voice and non-voice channels together in an intuitive interface that is already proven, provides flexibility and choice in service, and is popular with consumers. Because there were no changes required to our call-center software or infrastructure, Zappix was an easy choice for us.”

With the new system, Merchant Warehouse merchant customers can use mobile online forms, access multimedia self-help resources, make secure updates to accounts and place calls through smart visual-IVR menus directly within the app, according to Zappix. Merchant Warehouse will use the app as another means to communicate with its merchant customers through automated alerts and notifications.

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