Customer Experience
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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.
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.
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.
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.
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.