Retail organizations are spending billions of dollars to offer their customers a great online shopping experience. However, they are unable to retain and engage the prospective buyers as much as they want to. The reasons for customers abandoning their online purchase on a particular Web site can range from unavailability of the right product information, difficulty in website navigation, or a bad user interface. This may result in the consumer reaching out to a competitor for completing the purchase.
Retail companies need better solutions to effectively create, deliver, and measure customer experiences. While positive customer service experiences increase loyalty – negative experiences result in loss of revenue, lost opportunities, and an increase in call center volume.
Savvy eBusiness leaders recognize that developing online customer support channels isn’t a tactic to build future relationships with today’s younger customers; online customer service is imperative to appeal to the majority of today’s online shoppers.– Forrester Research, Inc., 2012
With Moxie™, agents are able to monitor and engage website visitors in real-time, significantly reducing shopping cart abandonment. Web site visitors can choose their preferred online interaction channel – they can engage in a chat, send an email, as well as research their own answers via Moxie Knowledge. Agents are given the ability to push relevant, timely, and personalized offers to the right customer at the right time in order to upsell and cross-sell products and services.
Moxie enables retailers to successfully address industry-specific requirements and challenges through robust product functionality, such as the implementation of tools that help agents and call center management meet—and exceed— service level agreements. With access to in-depth and tactical dashboards as well as big-picture strategic reports, retail management teams are able to drive consistent, real-time improvements that result in higher customer satisfaction ratings and increased sales.