Contact deflection is about getting ahead of the question. It's about anticipating your customers' needs before they get stuck in the digital journey and enabling your contact centers to focus on high-value inquiries. Deflecting contacts continues to be a top priority for digital brands, but...
Seamless digital customer experiences increase conversion rates, save valuable agent time and improve customer satisfaction. In short, a good customer experience means better outcomes for your customers and your business....
The rise of mCommerce as the preferred digital channel means brands must optimize their mobile presence to engage and convert. Read these key trends and tips....
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 goMoxie Insights shows how customers engaging with goMoxie Suite 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,...
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 goMoxie Insights...
“Mr. Watson—Come here—I want to see you.” - Alexander Graham Bell to his assistant, Thomas A. Watson, on the first ever telephone, 1876. The telephone has taken on many forms since Mr. Graham Bell’s days, but has never undergone a more profound transformation than in the 21st...
We are happy to announce that the goMoxie Mobile Native SDK 2.2 is now available for both iOS and Android platforms. New capabilities include: Native On-Demand Knowledge – goMoxie customers can engage with mobile visitors using on-demand knowledge. This means visitors are able to search and read...
1. Customers only use web self service as a last resort if they can’t find your phone number. Actually, customers don’t want to call you. Behavior has shifted so that more people prefer to use self-service than calling an 800 number for support. According to Forrester...
The three factors (in the image) are the key to a good customer experience, according to Harley Manning and Kerry Bodine’s ‘Outside In’ from Forrester Research, and I think the average consumer would tend to agree. Two of those factors are pretty subjective – beyond serving...