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,...
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...
“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 Moxie Mobile Native SDK 2.2 is now available for both iOS and Android platforms. New capabilities include: Native On-Demand Knowledge – Moxie customers can engage with mobile visitors using on-demand knowledge. This means visitors are able to search and read articles...
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...
Online businesses across the globe face increasing pressure to stay competitive, meet their customers’ needs and drive online sales. While companies continue to spend millions each year driving traffic to their web and mobile sites, only 29% engage visitors once they arrive, giving the impression...
While many businesses focus on having multiple channels for their customer’s experience, few actually succeed in creating a seamless, integrated experience that drives their customers through the finish line. Multi-channel vs. Omni-channel So what is the difference? Multi-channel simply means having many different routes to achieve the...
Online commerce is about anticipating your customers’ intent in order to know what they need and create a flawless experience. But the days of the unconnected shopper in a mono-channel world are over. In the past few years, customers have made the mobile mind shift...