Allied Irish Bank Branches out with Moxie Software
Sunnyvale, Calif., and Dublin, May 15, 2013 – Moxie Software, Inc., the leading provider of customer-centric enterprise social software, today announced that Allied Irish Bank (AIB) has chosen Spaces by Moxie TM as the platform for its multi-channel customer service initiatives. As part of its comprehensive customer service strategy, AIB will deploy Moxie Software’s chat, co-browse, email, knowledgebase and web self-service customer communication channels.
With banking customer service increasingly moving from the physical branch premises to a mix of channels including contact centres and web self-service, AIB turned to Moxie Software to transform its customer engagement strategy and provide a consistent experience across all customer communication channels. Spaces by Moxie enables AIB to provide customer experience at scale that is differentiated and perzonalised. Specifically, it enables AIB to:
Quickly provide customers with the answers they’re looking for at the click of a button, through live chat support software that connects them directly to AIB customer service representatives;
Connect with customers browsing the AIB website in a non-intrusive, user-friendly environment and guide them through a visual solution that’s easy to understand, providing support for online services, including mortgage applications;
Deliver a consistent knowledgebase solution that lets both customers and employees find the right information at the right moment;
Instantly and accurately provide customers with 24×7 access to information through searchable web self-service; and
Intelligently route, manage and respond to customers’ email inquiries, increasing customer service agent efficiency while leaving room for personal touches that build brand loyalty.
Commentary and insights
“The retail banking landscape is changing – our customers lead busy lives and need to access and interact with the bank in a way that fits their lifestyle,” said Ann Boden, COO, Allied Irish Bank. “The local branch, while still important, is now just one channel of many. In adopting a multi-channel strategy, we needed a technology that allowed for the delivery of personal service and replicated it consistently and effectively across channels.”
“If there is one thing that frustrates customers more than anything, it’s not being able to get an answers to their questions quickly, accurately and consistently,” said Tom Kelly, president and CEO, Moxie Software. “By enabling customers and employees to access relevant knowledge and offering new communication channels, AIB will transform its online customer experience.”
Recently, Allied Irish Bank and Moxie Software co-presented at a Think Tank session at the Dublin Customer Contact Exchange. You can view the presentation here.
About Moxie Software, Inc.
Moxie Software provides the only customer-centric enterprise social software suite that enables companies and organizations to effectively connect employees, customers and partners to engage in business, share knowledge and collaborate. Spaces by Moxie is a comprehensive solution that powers more than three billion social interactions per year for leading organizations in consumer services, finance, healthcare, high-tech and media and entertainment. Moxie Software’s customers are able to innovate faster, improve operational efficiencies and provide superior customer experiences. To learn more about Moxie Software, visit www.gomoxie.com.
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Moxie Software, Spaces and Spaces by Moxie are trademarks of Moxie Software, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.