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...
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....
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....
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....
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....
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”....
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...
Tara Sporrer, SVP of Marketing at goMoxie, shared five tips for optimizing your user experience especially for your Boomer customers over on CustomerThink.com. Here is a summary of the guidance she shared....
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....
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....