VIP Engagement Across the end-to-end Customer Journey
Enterprises are spending billions of dollars driving traffic to their websites ($125 Billion in 2013), but conversion rates remain extremely low at 3% on a PC, 2% on a tablet and 1% on a mobile phone. Companies need to provide VIP engagement throughout customers’ entire journey— from the time the customer enters the “front door” through the payment process and the service experience. Moxie helps our customers avoid “Empty Store Syndrome” in which customers are left on their own and in fact 97-99% of the time they leave the store without making a purchase.
Moxie enables enterprises to bring the in-store experience online by anticipating what the customer needs, connecting with the customer with the right channel and engaging that customer to help them accomplish what they are trying to do. Here’s how Moxie works to help engage customers across the customer journey.
Awareness: Capture their interest in your product or service
Engage customers while they are researching products and services and engage them within marketing campaigns and as soon as they hit the landing page.
Consideration: Guide customers through features, pricing, and services
Reach out to customers when they are at this critical point in the journey – evaluating your product against competitors and understanding features, pricing, and service levels.
Conversion: Help your customers check out
50% of customers abandon the shopping cart. It’s usually something simple like a credit card error message, password issue, or a confusing check out process. If a behavior indicates a customer is struggling – engage the customer before they walk out the “door.”
Service: Build loyalty and keep customers coming back
Once you have guided the visitor through the buying process and they have become a customer, continue to offer service via their channel of choice.