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.
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.
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.
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.”
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.
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.
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?
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.
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