Telefonica Selects Moxie Software’s Chat Application to Enhance Customer Service and Support
Leading Telco Provider Advances Its Customer Engagement Strategy with Chat Spaces
SUNNYVALE, Calif., and London, Sept. 18th, 2013 – Moxie Software, Inc., the leading provider of customer-centric enterprise social software, today announced
that Telefónica Spain has chosen Moxie Software’s chat application to power its customer service and support operations. Moxie Software’s Chat Spaces™ is a key component of Telefónica’s comprehensive customer service strategy, which aims to engage customers across multiple communication channels.
Chat Spaces’ advanced capabilities allow Telefónica Spain to deliver a high level of service and support to its customers. Using Chat Spaces, supervisors can manage and monitor active sessions, access real-time and historical reports. The application allows Telefónica Spain to provide differentiated and personalised customer experience at scale. Specifically, it enables Telefónica to:
- Deliver a comprehensive customer engagement strategy extending the same customer experience available via the phone to its website;
- Provide its customers with the ability to communicate in real-time with an agent via online chat;
- Proactively engage with its customers browsing the website to provide non-intrusive assistance as needed; and
- Generate revenue and decrease shopping cart abandonment.
Commentary and Insights:
“With millions of customers, Telefónica has focused its strategy on becoming a leading company in the digital world,” said Mario Soro, director of CRM technology at Telefónica Spain. “We are always looking for innovative technologies that strengthen our customer engagement strategy. In a complex organization such as ours, Moxie Software provided us with a highly customizable and flexible solution to attract and retain customers.”
“It is critical for market leaders to deliver superior online experiences and to stay connected with their customers, ” said Tom Kelly, Moxie SoftwareTM president and CEO. “Moxie Software shares Telefónica’s vision of delivering a high level of service and support to customers through their channel of choice.”
“We recommend Moxie Software to our clients, including Telefónica, as it meets the demands of rapidly growing online customer interactions in Spain and Latin America,” said Carlos Molina, vice president of innovation and solutions at IZO, a leader in customer and social media experience management. “Moxie Software’s superior multi-channel communication apps for customer engagement deliver enhanced productivity for enterprises.”
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 TM by Moxie is a comprehensive solution that powers more than three billion social interactions per year for leading organizations in consumer services, financial, 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, Chat 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.