Latest Blogs From Moxie
Page 10

How Dell Delivers Personalized Customer Experiences, Leveraging Digital Communication Channels
Moxie recently participated in the Etail West conference that gathered leading retail brands to discuss major trends impacting the industry and showcase best practices and innovative technology for retailers. During our keynote, Jennifer Statham, the executive director of global marketing technology for Dell presented a case study on how Dell is using Moxie’s chat application to give its customers personalized experiences.
ZDNet CRM Watchlist Winners
CRMWatchlist 2014 – Customer Engagement: Moxie Is a Winner
ZDNet CRM Watchlist Winners We are delighted and honored again this year for being selected a winner in the 2014 CRMWatchlist. Moxie, along with four other companies, was named a winner in Customer Engagement. Industry influencer and ZDnet writer Paul Greenberg published his analysis of Moxie yesterday and highlighted that “Moxie has been a perennial on the CRM Watchlist winners list because, well, they are very good at what they do.” Paul’s industry knowledge is always reflected in his fair and insightful assessments of the vendors included in the CRMWatchlist.
The Resurgence of Knowledge Management: Recent Discussions at Industry Events
We are participating this week at the KMWorld 2013 conference and joined last week Constellation’s Connected Enterprise summit. At both events, we discussed how organizations are seeking better access to knowledge to improve the decision-making process and speed innovation. While these events have different focuses, parallel discussions explored two interconnected trends:
  • The resurgence of knowledge management; and
  • The continued growth in the number of multi-channel consumers.
Customer service satisfaction
National Customer Service Week 2013—It’s a Wrap
The celebrations of the customer service week are coming to an end, but the professionals who are on the front line of customer care and support understand the importance of using best practices to deliver the highest degree of customer care every day. In this round up, we selected recently published stories that highlight companies and their professionals that go above and beyond the call of duty to ensure outstanding customer satisfaction:
Family Vacation
The Customer Experience in the Collaborative Economy Era
Have no doubt that the Collaborative Economy is here to stay. Most of us have heard about the Collaborative Economy and are familiar with the concept that customers increasingly prefer to share products with each other instead of buying them. What most people don’t realize is that the Collaborative Economy is worth $26 billion. Altimeter Group analyst, Jeremiah Owyang, has developed great research aimed at understanding this market and its key players. Jeremiah defines the Collaborative Economy as the next phase of social business, and specifically says:
Social technologies radically disrupted communications, marketing, and customer care…. Beyond business functions, the Collaborative Economy impacts core business models.”
Propelled by social and mobile technologies and associated with consumers' desire for better customer experience, the Collaborative Economy is challenging many companies in various industry segments to rethink their strategies. Customers expect companies to support new channels of communication that meet them where they are, providing the right information — in real-time.
Self-service
Are You Getting the Most Value Out of Your Self-Service Channels?
In today's world of digital natives, Google is often the first point of reference for customers when they have a question. Some might track down your contact information if they can't immediately find the answer, but an increasing number will just avoid reaching out all together. Consider, for example, that 25 percent more people used communities for support in the last three years, while a decreasing percentage actually called support. If you don't offer these self-service options, you could be missing opportunities to connect with customers; and over time, impact customer retention and satisfaction. While this loss is difficult to measure directly, it is possible to calculate the value of the support you provide through these channels.
Got Moxie?
Got Moxie?
Our customers are a critical source of insights for our team. The feedback we receive from them supports our ongoing efforts to deliver high quality services and products. A couple of weeks ago, Moxie held a customer gathering and excited users from 3M, Netsmart, US Bank, Affinity Health, Virtual Radiology and other companies shared their feedback and got the latest information about Moxie. They all let us know that they’ve got a lot of Moxie!
Multichannel Customer Communication
Want to Implement an Effective Multi-channel Service Strategy? Consider These Steps
It is no surprise that in this day in age, customers have come to expect fast, accurate and consistent service across all channels when they interact with a brand. While the ability to connect with customers through phone, email, chat and social media presents a great opportunity for companies to deliver a more powerful and impactful customer service experience, it also presents a challenge for companies that need to support a broad of range of customer service channels while keeping costs down.