When you’re looking to provide superior customer experience, it’s important to let your users engage with you through the channel of their choice, whether it’s chat, email, phone, or self-service.The following two charts from Moxie Insights shows how customers engaging with Moxie Concierge choose either...
It’s time for spring cleaning, so out with the legacy technology, in with modern, proactive customer engagement. eCommerce customers are chasing the “new” constantly. Can your digital storefront keep up?An eCommerce customer study that covered spring 2017 data, the State of Online Retail Performance Report,...
The importance of mobile customer engagement for eCommerce brands is clear. Low mobile conversion rates reflect an increasingly fragmented customer journey through desktop web, mobile web, and mobile apps, leaving more opportunities for potential customers to abandon their journey with you altogether. Engagements can grab...
What retail benchmarks are you most looking to improve on your eCommerce site? Proactive, contextual customer engagement can help with important metrics such as Revenue Per Visit (RPV) and Average Order Value (AOV), as well as decrease support costs.Check out this infographic from Moxie Insights...
As technological capabilities improve, our phones are taking center stage in more sectors of our lives. It seems we can do just about anything from a smartphone these days: order food and drink, arrange transportation and accommodation, get directions, chat, date. For many of us,...
Moxie’s visionary customer experience solutions have been honored in the 11th Annual Stevie Awards for Sales and Customer Service, presented Friday, Feb. 24, in Las Vegas.Moxie took home one silver award — for e-commerce customer service — and three bronze awards in recognition of its...
Email has long been one of the most pivotal aspects of customer service in eCommerce. While other means of communication–such as Live Chat and contextual guidance–are helping to better connect brands and their customers, email management will always be a pillar of selling products or...
The stretch from Black Friday through Cyber Monday is to online retailers as the Super Bowl is to football. If you’re in eCommerce, this is what you live for. Black Friday and Cyber Monday are not only synonymous with the holidays; they have essentially become...
There’s something about that feeling: leaving your favorite store, branded bag in hand, heading home with the results of a successful shopping trip. Some say that feeling is one that simply cannot be replicated through the online retail experience—a claim we must refute with the...
In the first installment of our pain point series, we discussed how our recent focus group revealed that all brands—from high-end luxury to everyday commodity—share in the respect they have for their customers, and strive to reflect that level of respect through the online experience.One...