Slide thumbnail Image layer Image layer
Home > Products > Digital Self-Service

Digital Self-Service

Key Features

Knowledge

[back to top]

The Industry Challenge

It’s often difficult to find vital company information for both enterprises and small businesses alike. Imagine how your agent feels if they struggle to find the information they need while attending to a customer.

Today, more and more customer service agents rely on knowledge management tools as a primary resource for providing answers to customer queries. Maintaining accurate information and managing this knowledge repository can require a company to employ expensive resources such as IT professionals, web designers, and developers.

By deploying a robust and powerful knowledge management solution, your company will realize the benefits of increased agent productivity, improved overall customer satisfaction, and reduction of data management overhead.

The Solution

Our Knowledgebase solution provides around-the-clock access to a scalable web-based application where organizations store and publish data, content, and help files for intranet environments. Flexible article access, robust review workflow, and simple authoring enhance the centralized knowledge repository. Powerful reporting indicates which articles users seek and what information is unavailable, driving continuous improvements.

Praised by customers and industry analysts alike for its ease of use and reporting functionality, Moxie Knowledge is completely integrated across Moxie’s assisted and Self-Service channels, improving service quality and increasing first contact resolution success.

Benefits

  • Low IT Overhead: Easy-to-use web interface for administrators and content managers extends and grows with your enterprise.
  • Saves Time: Quickly make massive content changes without manually touching individual articles, a single user can implement system wide changes to security, Meta data, and taxonomies in minutes.
  • Increase Agent Productivity: Sophisticated technology simplifies search queries and allows the agent to find documents quickly and more accurately.
  • Consistent Relevant Information: Assures retrieval of current information; centralized, easily accessible repository for subject matter experts.
  • Powerful Reporting: Measure article retrieval satisfaction, searches, and ROI with standard.

Email

[back to top]

The Industry Challenge

As more customers choose email as their preferred method of communication for inquiry resolution, customer contact centers will become inundated with managing and answering customer email inquiries. Consequently, response times will be measured in days rather than minutes and can cause immense customer frustration.

To assure customer satisfaction, companies must prepare their contact centers by deploying an email management solution that will both cut costs and respond to the increasing volume of email.

The Solution

Our Email solution is flexible, cost-effective email management automation system designed to administer large volumes of incoming email. With an easy-to-use interface, agents see a complete view of each customer’s history across multiple emails and multiple channels. Email also enhances agent productivity and quality of interactions through automatic responses using natural language process engine, pre-scripted responses, and optional Moxie Knowledge™ integration.

According to a Jupiter Research article titled Justifying the Costs of Technology, “Companies that deploy email automation systems are able to handle 54 percent more email inquiries per hour than those with customer build applications and 63 percent more than companies using business applications.”

Benefits

  • Respond Rapidly, Accurately, and Securely: Guide 24x7x365 communication, authentication and HTTPS connections, intelligent routing rules, automatic categorization, suggested responses, and managed escalations.
  • Improve Agent Productivity: Streamline agent operations with expanded workspace capabilities. An agent can view 50 emails at a time and view up to 5,000 emails in their mailbox. Full-text indexing of emails increases the speed of email retrieval and decreases the time to resolution.
  • Measure and Optimize Performance: Sophisticated reporting tools optimize contact center operations, such as reporting on which pre-set responses are most commonly used. Real-time management dashboards, agent timers and extensive management reports; ‘Quality Control Outbox’ configuration.
  • Shorten Response Time: Immediately reduce the number of customer emails that require agent action with automated response technology. Reply to incoming email in less time with less overhead and fewer agents despite increasing volumes of inbound email.

Chat

[back to top]

The Industry Challenge

Whether you’re a financial institution, a university, an insurance firm or an online retail store, your customers rely on your Web site for assistance. Are you providing them with the best online experience? How many of your customers do you lose because they are unable to get immediate answers to their questions? What is your current abandonment rate? Knowing this information is essential, finding a solution is critical. Live chat software is fast becoming the preferred communication channel for Web customers.

Today, to compete in an increasingly Web-centric world, providing customers with immediate online assistance at the point of need will provide an extraordinary online experience, give your company an edge, and surpass the competition.

The Solution

Our Live Chat solution is the cost-effective way to instantly serve customers through an increasingly popular communication channel. Moxie Live Chat gives you the tools to provide excellent support, increase your sales, reduce your costs, monitor your Web site, and get to know your customer base providing an exceptional customer experience.

Customers are satisfied because they receive personalized help at the point of need without having to pick up the phone and wait in a queue for the next available agent. Improved agent productivity, powerful reporting tools, and proactive chat capabilities are some of the benefits that make Moxie Live Chat the vendor of choice for leading organizations.

Benefits

  • Improve Sales Performance: Proactively engage customers with rules-based chat invitations. Robust reporting tools show Chat ROI in one click.
  • Provide an Exceptional Customer: Experience: Help customers at the point of need using form completion assistance and co-browsing functionality.
  • Increase Agent Productivity: Agents become an extension of your sales force by pushing up and cross sell opportunities.
  • Protect Customer Data: Enhanced security features overwrite sensitive customer information (for example, credit card and social security numbers) from all chat transcripts. Support PCI compliance using chat transcript masking.
  • Consistent Interaction: Ensure consistent, branded communication through knowledge integration and canned responses.
  • Intelligent Agent Interface: Support multiple simultaneous chats per agent; direct chat sessions to the appropriate agent with intelligent routing rules.

Co-Browse

[back to top]

The Industry Challenge

Whether your customer needs help completing an order form or can’t find the product they’re looking for on your Web site, sometimes the nature of the inquiry requires an agent to “reach through” and provide a visual connection to the customer’s answer. Phone and email channels provide little to no visual assistance capabilities, and chat alone cannot accomplish the task. The customer and the agent alike become frustrated, decreasing customer satisfaction and agent productivity. Additionally, end users have been wary of CoBrowse solutions because of required software downloads as well as the complexities of Web site technologies. How can you empower your agents to provide a visual solution to your customers’ inquiries while ensuring the safety and security of your customers?

The Solution

Moxie CoBrowse™ helps you reach out to your customer when they need you most. Whether they require assistance completing their purchase or have a question about a product on your website, CoBrowse gives a personal touch to customer service. Integrated with a chat or telephony implementation or as a stand-alone solution, it enables agents to reach out to the customer in a non-intrusive, user-friendly environment.

Moxie CoBrowse enables agents to balance end-user acceptance with corporate security standards; it is fully browser-based and does not require software installation by the customer or opening of firewall ports. CoBrowse is available for both cloud hosted and on premise deployments.

Benefits

  • Resolve Inquiries, Rapidly: Guide customers immediately to their solution instead of stumbling over drawn-out explanations via phone or email. Increase the likelihood of resolving issues on first contact and improving customer satisfaction.
  • Increase Sales Revenue: Agents become an extension of your sales force by pushing up and cross sell opportunities when customers are guided to their solutions in real-time.
  • Ensure Your Customers’ Safety while Giving Them Control: Constant notification of session is displayed, sensitive information is not transferred, and your customer can cancel the session at any time.
  • Reduce Shopping Cart Abandonment Rates: Engage customers using visual cues before they become frustrated and vacate your site.

Need product advice?

+27 (0)11 482 3600

info@ninzi-connect.com

Whitepapers