Omni-channel

telephone on the way out blog
Traditional Phone Usage is on the Way Out

“Mr. Watson—Come here—I want to see you.” - Alexander Graham Bell to his assistant, Thomas A. Watson, on the first ever telephone, 1876. The telephone has taken on many forms since Mr. Graham Bell’s days, but has never undergone a more profound transformation than in the 21st...

Mobile SDK Customer Engagement Moxie
Available Today: Moxie Mobile Native SDK 2.2

We are happy to announce that the Moxie Mobile Native SDK 2.2 is now available for both iOS and Android platforms. New capabilities include: Native On-Demand Knowledge – Moxie customers can engage with mobile visitors using on-demand knowledge. This means visitors are able to search and read articles...

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...

Customer Experience
Have you ever been your customer?

The three factors (in the image) are the key to a good customer experience, according to Harley Manning and Kerry Bodine’s ‘Outside In’ from Forrester Research, and I think the average consumer would tend to agree. Two of those factors are pretty subjective – beyond serving...

Total Economic Impact of Moxie Suite
The Total Economic Impact™ of the Moxie Suite

Online businesses across the globe face increasing pressure to stay competitive, meet their customers’ needs and drive online sales. While companies continue to spend millions each year driving traffic to their web and mobile sites, only 29% engage visitors once they arrive, giving the impression...

Omnichannel vs. Multichannel
Why Omni-channel Outdelivers Multi-channel

While many businesses focus on having multiple channels for their customer’s experience, few actually succeed in creating a seamless, integrated experience that drives their customers through the finish line. Multi-channel vs. Omni-channel So what is the difference? Multi-channel simply means having many different routes to achieve the...

Serve Your Mobile Customers
Serve Your Customers In Their Mobile Moments to Drive Sales

Online commerce is about anticipating your customers’ intent in order to know what they need and create a flawless experience. But the days of the unconnected shopper in a mono-channel world are over. In the past few years, customers have made the mobile mind shift...

Bad Live Chat or No Live Chat
Is bad chat better than no chat?

Whatever our professional role, we’re all consumers too, so it’s often interesting to experience the results of customer facing technology from the other side of the fence. Recently, I was setting up a delivery account with a household name UK supermarket and had a question to...

Email Omni Channel
Effectively Manage Customer Emails

Customers expect timely and personalized attention from any device. Consider 71% of mobile purchasing decisions are most influenced by emails from companies (Adobe).  Companies and their CSRs must effectively manage their email traffic as part of a omni-channel engagement strategy. Nothing is more frustrating for a...

Moxie Omni-channel Solution
Building a Better Omni-Channel Experience

Retail businesses that don’t offer a seamless omni-channel experience to today’s consumer are missing out on everything: revenue, conversions, customer loyalty…just to name a few. Why? According to research, 90 percent of all shopping cart abandonments happen because customers feel they don’t have enough information. An...