Moxie Launches Industry-First Digital Engagement Suite to Staff the Online Storefront

New Suite Redefines How Online Businesses Connect with Customers throughout their Decision Journey

SAN BRUNO, Calif. – Oct. 28, 2015 – Moxie Software, Inc., today announced a new digital engagement suite that enables businesses to staff their online storefronts. The suite is uniquely designed to deliver contextual and proactive digital engagement throughout the customer journey. By uniting Moxie’s market-leading live chat, knowledge and email solutions with analytics and intelligent decisioning, the new suite makes it easier for businesses to anticipate customer intent and engage with the right customer at the right time through the right communication channel. This engagement in turn leads to higher customer satisfaction and conversion rates. For example, Moxie’s customer, Shinola, has already seen an initial 6.25 percent increase in conversion rate since implementing the new suite.

Consumers today are highly mobile and use a range of devices, including smartphones, tablets, and desktops, to make purchasing decisions. Yet, when they connect with businesses online across these devices, their experience is similar to walking into an empty physical store or branch – no one is available to greet, acknowledge or help them. A Rockefeller Foundation Study[1] found that 68 percent of customers will leave a business if they feel like no one cares about them. Similarly, 55 percent of U.S. online adults are likely to abandon their online purchase if they cannot find a quick answer to their question, according to Forrester Research[2]. These are key reasons why both online conversion rates and brand loyalty remain low across devices.

Customer Highlights

“Moxie enables us to staff our online storefronts just like we staff our physical stores, serving our customers on their terms and delivering consistent experiences online and offline,” said Dennis Kopitz, Director of Ecommerce at Shinola. “With the new Moxie suite, we can now quickly and easily connect with our customers on any device. This has led to more productive interactions and an increase in conversion by 6.25 percent.”

“Our customers are increasingly making their travel arrangements to our exclusive destinations and world-class resorts online,” said Ingrid Mignott, Director of Information Technology at Unique Vacations, Ltd.,  an affiliate of the worldwide representative for Sandals Resorts. “To better assist them, we need to rely on technologies that meet our customers’ expectations. Moxie has helped us better our conversion rates and total customer value by allowing us to connect in real-time with our digital customers just as we do when they are guests at our resorts.”

New Moxie Suite Benefits

Consumers expect a level of brand engagement that provides straightforward, friction-free, and friendly online experiences, and the new Moxie suite empowers businesses to provide just that. The new suite equips businesses with a better understanding of customers’ intent and provides an online interface to connect with customers in real time. Customers can now be guided through an online business via the appropriate communication channels, from brand awareness all the way through to purchasing and support needs.

Unique to Moxie, the new suite boasts the following capabilities:

  • Intelligent Decisioning – Enables business users to easily configure engagement rules – with Moxie’s patent-pending Engagement Mapper – based on real-time customer behavior, without any assistance from IT.
  • Digital Engagement – Offers proactive and reactive customer engagement channels, including chat, snippets of knowledge, and email, so that businesses can connect with customers in real time.
  • Performance Analytics – Measures the impact and outcome of customer engagements with clear visibility into uplift, conversion, revenue, and agent performance.
  • Responsive Design – Lets users configure the new Moxie suite once, so it will function across desktop, tablet, and smartphone.

“Customers show up at an online storefront, and they are left to fend for themselves. It’s no surprise that it’s been 20 years after the birth of eCommerce, and online experience remains flat and conversion rates remain stubbornly low,” said Rebecca Ward, CEO of Moxie. “All of that changes today with the launch of Moxie’s new suite, which enables businesses to staff their Web and mobile storefronts and build connections, and ultimately brand loyalty, with their customers.”

Availability

The new Moxie suite is available now. For more information, please contact Moxie sales, or connect directly at www.gomoxie.com/suite.

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About Moxie

Moxie is changing the way eCommerce is done. Moxie anticipates what customers want, connecting and engaging with them through the entire digital journey, across devices. Through Moxie’s solutions, including ChatEmailKnowledge and Web Self-Service, companies have the ability to deliver the right engagement offer via the right channel to increase total customer value. More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail, and travel and hospitality rely on Moxie to build loyalty and drive customer conversion and revenue. To learn more, please visit www.gomoxie.com.

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©2015 Moxie Software Inc. All rights reserved. Moxie and Moxie Software are trademarks of Moxie Software, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.

[1] Business 2 Community, “5 Steps to Better Customer Loyalty [Customer Retention Tips]”, by Joshua Paul, September 10, 2011

[2] Forrester Research, “Channel Management: Core To Your Customer Service Strategy”, by Kate Leggett, Fraser Tibbetts with Stephen Powers, Zia Daniell Wigder, Arelai Ephraim, January 20, 2015