Latest Blogs From Moxie
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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.
CoBrowse Illustration
Co-Browsing – The Hidden Gem of Customer Service and Support
I am going to borrow Wikipedia’s description for its simplicity and accuracy: “Co-browsing, in the context of web browsing, is the joint navigation through the Internet by two or more people accessing the same web pages at the same time." Co-browsing technology was first made available many years ago, but despite becoming mainstream, it is often an underutilized resource. One of the reasons might be the complex landscape of trying to assist someone working on the web. Consider dynamic web pages, rich in content technologies such as Flash, AJAX, Air, Silverlight as well as underlying access solutions for authentication systems and cookies. Add on top of that, the wide variety of platforms for web browsers and operating systems in play, and then suddenly the idea of using a simple browser sharing tool can become quite daunting.
Internet Trends
Fun Friday Reading: Roundup – The Best of All Things Digital #D11 Conference
The Wall Street Journal’s D: All Things Digital conference took place this week in Rancho Palos Verdes, California. The conference covers strategy and innovation in media and technology, and focuses on discussing how digital technologies are transforming our lives. In this roundup, you will find some of the most discussed topics at the conference:
Convergence 2013
Microsoft Convergence 2013 Roundup: Brewing the New Customer Experience
What a whirlwind week Moxie had at Microsoft Convergence! Over 12,000 attendees descended upon New Orleans to talk about the future of customer experience. Get your shades out, because it’s bright.

Enhancements announced

If the high-volume social media conversation was any indication, there’s been a lot of buzz around Microsoft Dynamics CRM enhancements.
  • Microsoft Dynamics CRM users can now build out their multi-channel customer experience and knowledge management with Moxie’s Spaces integration. At the conference, Moxie announced it was strengthening its partnership with Microsoft Dynamics to include Lync integration.
  • Updates to the UI.
  • Social enhancements with the acquisition of Netbreeze.
  • Improved marketing automation with a new release of the integrated MarketingPilot.
  • Social and work capabilities on the go with Dynamics AX.

The experts weigh in

Industry analysts have a collective smile on their faces about the future of Microsoft’s customer experience software. Here's what they said: brian-vellmure-headshot“If Microsoft can continue to innovate, increase their pace along its current trajectory, and focus on creating magic through the integration of great ingredients, notes, and rhythms, there is actually potential for them to re-establish the brand as an innovative technology leader.” – Brian Vellmure   esteban-kolsky-headshot“First, Microsoft is finally (finally!) en route to have a competitive enterprise solution for CRM. Why I say this? Not only functionality…, but also because the implementations are getting done in larger, enterprise setups.” – Esteban Kolsky   ray-wang-headshot“[…] customers and prospects seeking a newer architecture, Microsoft footprint, and deeper micro-vertical capabilities now consider the core Dynamics products for both ERP and CRM in short lists.” – Ray Wang   paul-greenberg-headshot“I've said for 8 yrs. MSFT is the ONLY company on the planet that can support someone's life from end to end.” – Paul Greenberg  
What I learned Last Week in Breakfast Conversation with Barclays — A story in 3 Acts from Customer Experience to Customer-Adaptive Enterprise
By Guest Author, Jeremy Cox, Principal Analyst CRM & Customer-Adaptive Research Lead at Ovum Jeremy Cox shares his insights from a breakfast briefing hosted last week by Moxie Software and Barclays Bank looking at creating a superior customer experience. The event was attended by more than 40 senior directors of major organisations in the UK from airlines, banks, charities, electronics, telecom and mobile companies. 

Act 1: The multi-channel customer experience: new challenges

Jeremy presenting at Barclay's breakfast The third act of this breakfast briefing was a thoroughly stimulating exchange of views and ideas around both the customer experience challenge and the longer term imperative to become customer-adaptive. This lively debate demonstrated clear consensus that effective internal collaboration and continuous innovation are paramount to improving the customer experience. But what are the barriers to this? Irrespective of industry, we all face the common challenge of trying to deliver a great customer experience. The perfect storm created by technology disruption, growing customer expectations and a shift of power to the customer amplified by social networking has upped the ante significantly. The ability to serve multiple channels and engage with customers through the access point of their choice (36% via smartphone by 2016 according to Ovum research) is increasingly crucial as communications platforms evolve rapidly. In an environment where products and services are commoditised ever faster, the ultimate goal of remaining persistently relevant to customers is achieved not only through a great experience, but also by continuous innovation leading to the creation and delivery of new value. A business’s ability to adapt at speed to meet changing needs and behaviours requires a new customer-centric, customer-empowered orchestration – the customer-adaptive enterprise. And, as this breakfast briefing has served to demonstrate, we are seeing technology and management thinking evolving to meet this requirement.
CRM Watchlist 2013 Winner: Moxie!
Moxie Software is honored to be recognized as one of the winners of the 2013 CRM Watchlist. Moxie, along with this year’s two other recipients, was named a winner by Paul Greenberg, the industry expert on everything CRM. Greenberg reviewed Moxie Software in an article published on ZDNet this week. We have to admit that Paul’s review is a fine feather in Moxie’s cap for its fair and honest assessment from one of the leading experts in CRM.
Engage+ App for Facebook
Give your Facebook Fans the Love They Deserve with Moxie’s Engage+ App – Because Not All Customers Are Created Equal
Moxie Software has recently launched its Engage+ App for Facebook, which is the first social chat available in the market that gives companies the ability to access a consumer’s Facebook profile to provide personalized offers and richer interactions. By bringing together traditional and social technologies, Moxie’s Engage + App gives brands competitive advantage with the ability to:
  • Chat directly with consumers on Facebook;
  • Generate revenue with social engagement;
  • Convert a competitor's fan into your customer;
  • Know when loyal customers ask questions; and
  • Create a personalized shopping experience directly on Facebook.