5 Web Self Service Myths
5 Web Self Service Myths

1. Customers only use web self service as a last resort if they can’t find your phone number. Actually, customers don’t want to call you. Behavior has shifted so that more people prefer to use self-service than calling an 800 number for support. According to Forrester...

Moxie Knowledge Base Tips
Ensure Your Knowledge Base Helps Customers

Providing customers with a knowledge base should be a given, but another essential aspect is ensuring it effectively assists with their needs. Companies that haven’t reviewed the content of their knowledge base recently (or at all) could potentially lose customers simply due to inadequate or...

Changing eCommerce Landscape
Remain Competitive in a Changing Retail Landscape
Consumers’ shopping expectations, preferences, and behaviors continue to evolve due to new mobile technologies which make price and product information highly accessible. Consumers are more informed, more connected, and more demanding when they shop online.
Embrace Mobile’s Seismic Shift of Omnichannel Strategy
The E-commerce paradigm has undergone a significant shift, with the proliferation of shopping channels creating a more diffuse shopping experience. Mobile capabilities are at the center of this diffusion—their ubiquity creates new opportunities for online retailers to engage consumers. Mobile is a formidable channel, posting a year-over-year growth rate of approximately 50% compared to 10% growth for desktop-based e-commerce.
The Knowledge Advantage – Intensifying Collaboration – Part II
This week, we continue our blog series on the Collaborative Knowledge and Competitive Advantage. Today’s post will focus on the need to intensify collaboration within organizations through integrated solutions that can quickly respond to customers’ needs.Every enterprise recognizes the benefits of collaboration, including:
  • Increased efficiency of customer service by creating repeatable, superior experiences.
  • Better delivery of innovative products and solutions.
  • Accelerated growth.
The Resurgence of Knowledge Management: Recent Discussions at Industry Events
We are participating this week at the KMWorld 2013 conference and joined last week Constellation’s Connected Enterprise summit. At both events, we discussed how organizations are seeking better access to knowledge to improve the decision-making process and speed innovation. While these events have different focuses, parallel discussions explored two interconnected trends:
  • The resurgence of knowledge management; and
  • The continued growth in the number of multi-channel consumers.
Welcome to the New Era of Social Knowledge
Last week, Moxie Software announced its Collaboration Spaces for free, and yesterday Moxie announced the general availability of Social Knowledgebase.These two announcements are interconnected.  Social Knowledgebase combines enterprise social technology with knowledge management and allows enterprises to tap into the collective knowledge of their employees to enhance service levels by getting the right answers to customers, faster. In the video below I demonstrate how it works.
Knowledge Management Nirvana
Is Knowledge Management Making a Come Back?
As enterprises become more collaborative and thrive to better connect their internal (employees) and external (partners and customers) worlds, a well-established technology is back in the spotlight — Knowledge Management. With so many hot technologies in the marketplace ranging from cloud to social to mobile, why should companies pay attention to Knowledge Management tools? It is so 1990’s, right?Well, the answer is not really. A report published this year by ThinkJar cleverly noted that Knowledge Management in “early 2000s re-emerged in one critical area: customer service.”  However, any organization staffed by knowledge workers understands that knowledge is produced and used across all processes and functions.
Social Enterprise Workflow
Don’t Miss the Opportunity to Connect with the Knowledge “Out There.”
In a world dominated by all things social, companies are faced with the challenge of becoming a social enterprise. Many are embracing the social opportunity, but others might give up competitive ground, or worse watch customer base and margins shrink at increasing rates because consumers prefer to do business with companies that engage and are transparent.There are many facets to the social enterprise, and some are easier to execute than others. Monitoring the twittersphere is not all that difficult. And really, are there any serious companies that do not have Facebook pages? These things are relatively easy to do.