Latest Blogs From Moxie
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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.
Knowledge Management Nirvana
Is Knowledge Management Making a Come Back?

As enterprises become more collaborative and thrive to better connect their internal (employees) and external (partners and customers) worlds, a well-established technology is...

Social Chat
New Social Chat App Turns Facebook Fans into Customers. Moxie Can Now Help Brands Engage Directly with Facebook’s Nearly One Billion Active Users
Yesterday, Moxie Software announced the first social chat that integrates with Facebook’s API.  “Moxie’s new Engage+ App is available with Chat Spaces™, giving companies the ability to access a consumer’s Facebook profile to deliver personalized offers and richer interactions.” Why is this news relevant and why should companies pay attention? We are seeing the rise of the socially-connected customer, who utilizes a variety of communication channels to contact a company. There are now nearly one billion active Facebook users, who are now using the Facebook platform to connect with their favorite brands. It makes sense for companies to deploy a technology that allows brands to connect directly with consumers to provide a personalized customer experience. Also, it is critical that companies understand that Facebook shouldn’t be handled as an isolated customer communication channel, but instead it needs to be handled as part of an integrated customer communication strategy.
Moxie and Microsoft
Moxie Software Partners with Microsoft. So, What Does It Mean for Microsoft’s Customers?
This morning, we announced our joint, go-to-market partnership with Microsoft offering Spaces by Moxie within Microsoft Dynamics CRM. As part of the partnership, Moxie Software is now the preferred provider of comprehensive, multi-channel and knowledge base solutions for Microsoft Dynamics CRM aimed at delivering superior customer experiences. A full copy of the press release is available here.
Employee Engagement
Fun Friday Reading: Boss’s Day Roundup- Five Posts to Make You An Amazing Manager
What better time to thank the collaborative boss than Boss’s Day? The holiday was last Tuesday in North America, but it’s never too late to recognize the leaders that help keep the team running successfully. We’re celebrating the collaborative manager with a collection of our favorite leadership articles this week. Read, learn, and be inspired!

1. The 5 ‘whys’ of employee engagement

Loyal employees have leadership behind them that address these five questions. Try one of them today and see your team’s morale perk up! Forbes: Your Employees are Engaged...REALLY?
Social Enterprise
How to Socialize Your Customer Service Team
Guest author, Ashley Furness, Software Advice Analyst A customer service complaint left unattended on social media can transform into a public relations disaster. It's something like handing your angriest customer a megaphone in front of a crowd of potential patrons. Unfortunately, customer support teams have two huge obstacles to giving better service on social media: One, there's a ton of information flowing and in out of myriad social channels all the time; and two, social media frequently is housed in a company's marketing team, which isn't equipped to respond to customer service complaints. In recent years, software developers such as Moxie Software have developed tools to solve this problem. Here's how this technology helps your customer service identify, prioritize and respond the most pressing social complaints in real time. Listen First, Then Act As mentioned, one of the most difficult parts of socialized customer support is fishing out the most critical comments among the masses of information out there. To overcome this challenge, these social customer service platforms listen for keywords, patterns and sentiment that are associated with customer service triggers.  Each company tunes its listeners to be aligned with their specific products and services.
Social Enterprise Workflow
Don’t Miss the Opportunity to Connect with the Knowledge “Out There.”
In a world dominated by all things social, companies are faced with the challenge of becoming a social enterprise. Many are embracing the social opportunity, but others might give up competitive ground, or worse watch customer base and margins shrink at increasing rates because consumers prefer to do business with companies that engage and are transparent. There are many facets to the social enterprise, and some are easier to execute than others. Monitoring the twittersphere is not all that difficult. And really, are there any serious companies that do not have Facebook pages? These things are relatively easy to do.
Drive your CRM plan
Five Questions that Should Drive Your CRM Plan (and More)!
Forrester has recently released the findings of its study – “Navigate the Future of CRM,” which discusses key steps for a successful CRM implementation. The data is comprehensive, but there are a couple of complementary points that I would like to emphasize for those who contribute and drive CRM strategies in their organizations:
  • As you build out your CRM plan, consider the customer experience (this sounds very basic, right? You will be surprised how many organizations completely miss this point). Look beyond the tactical execution, and consider the quality of interaction from a customer and an employee’s perspective. These interactions include from self-service to live assisted service, supporting preferred channel(s) for your customers. Consider getting the quality interaction tools to across multiple communication channels.
  • Keep in mind that a key ingredient to delivering a high-quality customer experience is the ability to provide good information. Often, the information is found in a myriad of systems. By enabling simple, lightweight integrations that automate workflow for employees, companies will allow customer service representatives to provide quality interactions with their customers by accessing current information about them.
  • Also, take into account that employees require the right tools to provide great customer support. CRM tools are often not something an employee uses in their everyday work process. To get the true voice of the customer, ensure that the all employees have tools to provide customer-focused details. By giving the frontline customer service simple access to the experts inside an organization, it drives them additional resources to answer the customers’ requests accurately and timely.
Customer Experience Matters
Differentiate your Business by Delivering a Customer Experience that Matters
We live in an increasingly commoditized world and the only way to truly differentiate a company from the competition is by delivering an outstanding customer experience. But how can you do this? As a consumer, our expectations are pretty simple:
  • Tell me what I need to know so that I can make the best decision
  • Be there when I need help, wherever I am
As an employee, our expectations are pretty basic, too:
    • How can I find the answers to my customer’s questions as quickly as possible?
    • If I can’t find the right information, how can I find the right expert?

The Challenge

It seems very simple. Yet, companies struggle on delivering the right answers to customers. Data within the enterprise is distributed across a variety of sources – CRM and ERP systems, order tracking applications, multiple knowledge bases etc. At any given moment, customer representatives can have 10 to 15 windows open on their desktop with worn out ‘Alt’+’Tab’ keys.
Esteban Kolsky
Customer Service in 2012 (And Beyond)
Guest Author, Esteban Kolsky is the Principal and Founder of ThinkJar I am constantly asked, especially this time of the year, what is going to happen next year.  The question comes from everyone I talk to: practitioners, management, consultants, service providers, and system integrators – even other analysts.  And, while it is an interesting exercise to compare notes (we all have our biases and visions of where we are going) to me is far more interesting to aggregate all of them and create a picture of where the industry, the investment, and the growth is going. The first thing anyone trying to see the future needs to do is to define the market we are forecasting.  While Gartner, IDC, and Forrester (as well as Ovum, Frost & Sullivan, and many other analyst firms that track numbers) put Customer Service around $3.5 Billion, the reality is that there are three markets (or rather, sub-markets if you may) that work differently, grow at different rates, and are even investing in different things.