Latest Blogs From goMoxie
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How Dell Delivers Personalized Customer Experiences, Leveraging Digital Communication Channels
goMoxie 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 goMoxie’s chat application to give its customers personalized experiences.
ZDNet CRM Watchlist Winners
CRMWatchlist 2014 – Customer Engagement: goMoxie Is a Winner
ZDNet CRM Watchlist Winners We are delighted and honored again this year for being selected a winner in the 2014 CRMWatchlist. goMoxie, along with four other companies, was named a winner in Customer Engagement. Industry influencer and ZDnet writer Paul Greenberg published his analysis of goMoxie yesterday and highlighted that “[goMoxie] 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.
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 goMoxie?
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, goMoxie 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 goMoxie. They all let us know that they’ve got a lot of goMoxie!
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: