With Lighthouse, Zap Group leaps successfully into new line of business
and improves agent training dramatically

20
websites
60%
improvement in first call resolution
25%
increase in customer satisfaction scores
Background

Zap Group is the largest, leading consumer internet group in Israel. The group provides millions of online service interactions every day incorporating over 20 different websites and portals in a wide range of content areas: Zap Yellow Pages, Zap Price Comparison, Zap Weddings, Zap Rest, Zap Doctor, and many more. Zap Group's websites offer users easy, fast, and technologically advanced means of search in a wide array of content areas, enabling them to make the best consumer decisions, regardless of previous knowledge. In addition, Zap Group's websites present a wide and diverse advertising platform in various media for small and medium businesses.

The decision to implement Lighthouse was strategic and has improved customer service dramatically

Challenge

Zap Group made a strategic decision to use its various divisions including call centers, offices and website as a unique tool for leveraging customer experience, up and cross-selling opportunities and agent expertise. Due to evolving consumerism and entrance into a new line of business, senior and experienced agents were unable to support and guide frontline agents. As a result, agents failed to provide efficient and accurate service to customers in real time. Additionally, the company's complex work procedures, as well as the expansion to digital markets, posed a challenge to Zap Group's business vision. Zap Group was seeking a technological solution that would store all enterprise data, and correctly present knowledge to its agents and service operators in an organized manner. This solution would enable quick and efficient training of the new line of business to both existing agents and newly recruited agents and service operators.

Solution

Lighthouse implementation has enabled the Zap Group to increase the productivity of contact center employees. In selecting Lighthouse, Zap enables agents to refer to one central common body of knowledge, not only in the contact center, but also in additional offices and branches.
With this innovative solution, customers can call the contact center and get all the information they need very quickly.
-Efficient up and cross-selling processes
-Reduced total call duration and average holding times
-Reduced training curve for new agents on products and services

Zap Group is the largest, leading consumer internet group in Israel. The group provides millions of online service interactions every day incorporating over 20 different websites and portals.

More infowww.zap.co.il
HeadquartersPetah Tikva, Israel
IndustryRetail
TypeB2C