Customer Experience

Price, Product and Convenience are Top of Mind

It’s a season of uncertainty, but as in previous times, disruption often leads to innovation and opportunity. The upcoming holiday season will look much different than those of the past – holiday shopping included. According to Deloitte’s Annual 2020 Holiday Retail Survey, price, product, and...

How Consumer Struggle Threatens 2020 Holiday Retail Results
How Consumer Struggle Threatens 2020 Holiday Retail Results

According to our recent eCommerce survey, 40% of consumers struggle to complete basic tasks on retail websites. While eCommerce websites commonly have support channels available, shoppers are far more likely to give up and leave—making it essential to take a proactive approach to guidance....

4 Tips to Transform Your Customers’ Digital Experience
4 Tips to Transform Your Customers’ Digital Experience

goMoxie’s SVP of Products, Nikhil Govindaraj, recently shared his advice on how to provide effective digital experiences in a Forbes Tech Council article titled, “Providing Zero-Touch Digital Experiences”. Here are his four tips on how to provide compelling digital experiences for your customers....

How Chat, Email and Proactive Guidance Work Together
How Chat, Email and Proactive Guidance Work Together

Customers often face extreme wait times to interact with a live agent. And that might not be the best route. Use this guide to understand how to make the most of today’s leading engagement channels – proactive guidance, live chat and email....

Customer Support Principles: An Epic Guide to Email Management
Customer Support Principles: An Epic Guide to Email Management

Once you have the foundation of email management for customer service, the various best practices, procedures, and techniques for effective email management can be classified into three areas core areas: receiving strategies, routing practices, and responding techniques....

Improve Customer Experience with these 4 Self-Service Tips
Improve Customer Experience with these 4 Self-Service Tips

goMoxie’s SVP of Products, Nikhil Govindaraj, recently shared why self-service can be the best experience a customer can have in a Forbes Tech Council article titled, “Today's Self-Service Is About Empowerment — Not Compromise”....

What Every Customer Service Leader Should Know About Email Management
What Every Customer Service Leader Should Know About Email Management

An effective email management strategy should be guided by a clear set of basic principles. An organization has to understand the need for an appropriate email management system to manage customer emails, be aware of the overall multi-channel nature of customer service, set internal objectives...

Fact or Fiction? Customer Abandonment is Unavoidable
Fact or Fiction? Customer Abandonment is Unavoidable

It is generally known that abandonment happens all along the customer funnel, from awareness to conversion and even service. As many companies are prioritizing digital over other channels, create a plan that addresses abandonments before they happen....

4 Reasons Why Call Centers Were Already Collapsing
4 Reasons Why Call Centers Were Already Collapsing

COVID-19 has brought the shortcomings of phone-based support to the forefront, but call centers had fundamental flaws long before these unprecedent times. Nikhil Govindaraj, VP of Product Management at goMoxie, shared four reason traditional call centers don’t work anymore, especially in our current environment....