Latest Blogs From goMoxie
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online shopping
Improving Customer Satisfaction and Increasing Conversions Rates One Chat at the Time
online shoppingIn a recent blog post, Forrester principal analyst Kate Leggett discussed that customers are embracing more communication channels as they engage brands online. Leggett revealed that consumers are contacting companies more frequently, and are looking for easy and effective communication channels to get to the answers they need. The post highlights that one of the channels that continues gaining popularity among consumers is chat – “Online chat adoption continues to rise – from 38% in 2009 to 43% in 2012 to 58% in 2014.” Delivering great quality support across digital engagement channels is a key priority for many organizations, and chat is a great technology to help achieve this goal. Beyond support, organizations need to consider chat as a key digital engagement tool that allows them to connect with their customers across the entire digital journey — from sales to support. goMoxie Chat customers report an average of 400% increase in order size when engaging customers online.
Round up: 2015 Trends in Customer Engagement, eCommerce and Mobile Commerce
customer-engagement-trends Leading analyst firms as well as independent experts have been working in the past weeks to identify some of the key trends for 2015 as it relates to how companies can better engage, inspire and influence consumers to trust and prefer their brands. These experts discuss many trends, but among them one rises as a common theme: consumers expect brands to deliver pain-free, consistent interactions across devices and channels throughout the entire digital journey, especially as they continue embracing ecommerce and adopting mobile technologies. Here are 2015 trends outlined by The 56 Group, Gartner, eConsultancy, Constellation Research and Forrester:
mobile travel
Holiday Travel: Engaging Customers on Mobile Devices for a Hassle-Free Travel Experience
mobile travel The busiest travel season of the year is upon us. The Airlines for America (A4A), an organization that includes some of largest US carries, expects that “45 million people will fly over the holiday period – from December 17 through January 4, a two percent increase from the same period last year.” Anyone traveling around these dates knows that the experience can be chaotic from hard-to-navigate online tools to booking travel and hotel accommodations to the long lines at the airports, to delayed flights and oversold hotels. The travel industry has been making investments in technology to improve passengers’ experiences, but there is a lot more that needs to be done, especially to support mobile devices. A report from Business Insider discussing the investments of the travel industry on mobile technologies found that while “there's plenty of innovation underway, there's still a gap in terms of what customers would like to see on mobile, and the services that they're actually receiving. This gap is leading to lost sales and lost opportunities. For example, two-thirds or more of travelers in major markets said they'd be more likely to book trips on mobile if apps and sites were easier to use.”
Holiday Shopping
Supercharging eCommerce: Using Proactive Engagement to Drive Customer Value
Holiday Shopping Black Friday and Cyber Monday are behind us, but the holiday shopping season is far from being over. Shop.org, the division of the National Retail Federation (NRF) that tracks online spending, forecasts that web sales will grow between 8 percent and 11 percent this year to as much as $105 billion. However, as consumers embrace the convenience of online shopping, “they spread out their purchases instead of being lured by one-day specials,” reported Bloomberg BusinessWeek in an article this week.
Holiday Shopping
Delivering the eCommerce Experience Customers Want This Holiday Season
Holiday ShoppingThis week, retailers will begin the busiest time of the year. According to recent data from the National Retail Federation, “the holiday shopping season is expected to represent approximately 19.2 percent of the retail industry’s annual sales with online sales growing between 8 -11 percent this year.” It’s no secret that retailers have been making significant investments on their ecommerce operations to meet the needs of constantly connected customers. As an example, this year companies are expected to spend $125 billion in online advertising to queue people up to their online stores. However, despite all the investments, ecommerce conversion rates hover around 3% on desktops and decline to 1% on smartphones with tablet users converting somewhere in the middle. On the other hand, in-store conversion rates range between 20 to 30 percent. Considering the gap in conversion rates between online and in-store, we need to ask what’s driving the low conversion rate for eCommerce?
Holiday Shopping 2014
Holiday Shopping Season 2014: New Study Reveals Online Shoppers Would Spend More if Brands Proactively Engage with Them
Shop.org recently released its 2014 online holiday sales forecast, "expecting sales in November and December to grow between 8 – 11 percent over last holiday season to as much as $105 billion." With Black Friday and Cyber Monday just days away, marking the official beginning of the 2014 holiday shopping frenzy, goMoxie today announced the results of a new study revealing that the number one reason why some consumers avoid online shopping is the lack of in-person assistance and proactive engagement from brands.
Raising the Bar: Ensuring a Successful Customer Experience
Tomorrow, October 7th, customer experience (CX) professionals worldwide are gearing up to take part in the second CX Day with local gatherings and online events. The CX Day, as defined by the Customer Experience Professionals Association, “Celebrates the rising importance of customer experience to companies, by highlighting the efforts of all customer experience professionals to raise the bar for achievement and innovation in the CX field.”
Web Self-Service screenshots
Creating Self-Service Experiences that Matter

goMoxie’s New Responsive Web Self-Service is Now Available

Self-service is the most commonly accessed online customer engagement channel with a 70% average adoption rate, yet it is the channel that has one of the lowest customer satisfaction rates. To address this issue, goMoxie today announced our new Web Self-Service knowledge solution.
soccer fans
Sports Endeavors Teams Up with goMoxie to Engage Global Sports Fans
Every four years, soccer fans from all over the world anxiously await the beginning of the world’s most widely viewed sporting event — the FIFA World Cup. This year’s World Cup starts in just two days in Brazil with the participation of 32 teams. In the next four weeks, there will be lots of interesting stories published about the teams, fans and the host country, Brazil.