Moxie Unveils Mobile Chat Solution to Drive Sales and Engage Customers Across the Entire Digital Journey this Holiday Season
SUNNYVALE, Calif., Oct. 7 2014 – A new study commissioned by Moxie Software, Inc. reveals that 62% of survey participants expect live chat to be available on mobile devices, and 82% would use it. Moxie’s study surveyed more than 2,100 U.S. residents about their online and mobile shopping habits, and identified the rising trend of live online chat for sales and support assistance. Seventy-five percent of survey respondents stated that they would prefer to use live online chat versus calling to speak with an agent.
According to the study, consumers’ growing preference for online chat provides companies an opportunity to enhance the customer journey and increase customer satisfaction, specifically on mobile devices. Seventy-two percent of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 92% when live chat is used on a mobile device.
Moxie Chat™ addresses the needs of customers across their online journey. The new product enhances the chat experience across all devices, delivering an optimized experience for mobile users. Moxie Chat integrates with multiple customer engagement channels, including Moxie Web Self Service™, Moxie Knowledge™ and Moxie Email™, allowing businesses to engage with customers on the right channel at the right time.
“Today, people have their mobile phones with them at all times and they are primarily using them to research information, message family and friends and engage with apps,” said Nikhil Govindaraj, VP of products, Moxie. “Moxie Chat provides consumers with the fast and simple experience that consumers demand. Our customers now have the ability to design the chat experience to align with their brands and execute specific campaigns that resonate with a growing base of mobile device users.”
Mobile Chat supports mobile best practices across all desktops, tablets and smartphones. The key benefits of the new release, include:
Moxie’s new Mobile Chat is available immediately and it is priced per user, per month. Moxie’s Mobile Chat is an add-on feature to existing customers.
To view more details about the survey, check out this infographic.
The Moxie 2014 Mobile Chat Shopping Experience Study provides insight into consumer’s online shopping journey by examining their online and mobile shopping habits and customer service experiences. Moxie used Survey Monkey to poll 2,164 consumers across the United States via an online survey between July 10 and July 12, 2014. The margin of error is +/- 1.99 percentage points.
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 Chat, Email, Knowledge, Social Media 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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Moxie, Moxie Software, Moxie Email, Moxie Knowledge and Moxie Chat 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.