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Moxie Software
    CUSTOMER SUCCESS STORIES



       PROPRIETARY &
1      CONFIDENTIAL
CUSTOMER SUCCESS


                            ROI:
                       60% of phone
                    inquiries routed to
                      email & chat, &
                    shortened time-to-
                    resolution with an
                      intuitive agent
                         interface




    PROPRIETARY &
2   CONFIDENTIAL
CUSTOMER SUCCESS
                    ROI: Captured 40%
                     of the previously
                    abandoned traffic
                     with Chat Spaces
                    & increased sales
                       rate via chat
                      channel by 35%




    PROPRIETARY &
3   CONFIDENTIAL
CUSTOMER SUCCESS

                               ROI:
                       95% of the customer
                     inquiries were resolved
                    using Moxie's Knowledge
                      Spaces. Average 80%
                      customer interactions
                         rated as Good or
                             Excellent.




    PROPRIETARY &
4   CONFIDENTIAL
CUSTOMER SUCCESS
                            ROI:
                    Handling 300,000
                     calls per month,
                      15,000 emails,
                        winner of 8
                    customer service
                       awards, 85%
                         resource
                    utilization, & 20%
                     reduced cost to
                           serve




    PROPRIETARY &
5   CONFIDENTIAL
CUSTOMER SUCCESS

                    “My goal was to achieve
                     80% profile completion
                     by end of Q2 and I was
                        able achieve 83%.
                    Today, four months after
                        deploying Moxie’s
                     Collaboration Spaces,
                       we have 85% active
                        users, who share
                      information, connect
                      with their colleagues
                     and use the solution to
                      get their work done.”

                    —Kimberlee Morrison,
                    Culture Content
                    Evangelist, Infusionsoft


    PROPRIETARY &
6   CONFIDENTIAL
CUSTOMER SUCCESS


                    ROI: Increased
                    productivity by
                    30% & reduced
                     costs by 38%




    PROPRIETARY &
7   CONFIDENTIAL
CUSTOMER SUCCESS


                    “The system’s powerful reporting
                      capabilities enable us to know
                    exactly on what criteria customers
                        searched and if the search
                       provided the correct answer.
                     [Knowledge Spaces] provides a
                    breakdown of search queries that
                    did not result in a match, enabling
                     us to monitor trends in customer
                     queries and to identify areas for
                              new content.”

                       —Tony Campbell, Business
                       Analyst, Yarra Valley Water


    PROPRIETARY &
8   CONFIDENTIAL

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Moxie's Customers Share Their Success!

  • 1. Moxie Software CUSTOMER SUCCESS STORIES PROPRIETARY & 1 CONFIDENTIAL
  • 2. CUSTOMER SUCCESS ROI: 60% of phone inquiries routed to email & chat, & shortened time-to- resolution with an intuitive agent interface PROPRIETARY & 2 CONFIDENTIAL
  • 3. CUSTOMER SUCCESS ROI: Captured 40% of the previously abandoned traffic with Chat Spaces & increased sales rate via chat channel by 35% PROPRIETARY & 3 CONFIDENTIAL
  • 4. CUSTOMER SUCCESS ROI: 95% of the customer inquiries were resolved using Moxie's Knowledge Spaces. Average 80% customer interactions rated as Good or Excellent. PROPRIETARY & 4 CONFIDENTIAL
  • 5. CUSTOMER SUCCESS ROI: Handling 300,000 calls per month, 15,000 emails, winner of 8 customer service awards, 85% resource utilization, & 20% reduced cost to serve PROPRIETARY & 5 CONFIDENTIAL
  • 6. CUSTOMER SUCCESS “My goal was to achieve 80% profile completion by end of Q2 and I was able achieve 83%. Today, four months after deploying Moxie’s Collaboration Spaces, we have 85% active users, who share information, connect with their colleagues and use the solution to get their work done.” —Kimberlee Morrison, Culture Content Evangelist, Infusionsoft PROPRIETARY & 6 CONFIDENTIAL
  • 7. CUSTOMER SUCCESS ROI: Increased productivity by 30% & reduced costs by 38% PROPRIETARY & 7 CONFIDENTIAL
  • 8. CUSTOMER SUCCESS “The system’s powerful reporting capabilities enable us to know exactly on what criteria customers searched and if the search provided the correct answer. [Knowledge Spaces] provides a breakdown of search queries that did not result in a match, enabling us to monitor trends in customer queries and to identify areas for new content.” —Tony Campbell, Business Analyst, Yarra Valley Water PROPRIETARY & 8 CONFIDENTIAL

Editor's Notes

  1. The British Army needed to increase the efficiency of their highly experienced but small team of online career officers. *Chat; Email; Knowledgebase - OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
  2. Nationwide's specialty insurance customers were having difficulty finding answers to their inquiries and abandoning the Web site. As a result they were losing prospective customers—both independent consumers as well as insurance agents—to competitors. *Chat; Proactive; Cobrowse; Click to Call – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
  3. Digital UK needed a solution to help them deliver key messages to agents and communicate with UK residents during the Digital Switchover programme. *Chat; Email; Knowledgebase; Proactive; Freemium Collaboration – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
  4. The Lebara Group has transformed the international calling market, making it easier for families to stay in touch with their loved ones back home. *Chat; Email; Knowledgebase – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
  5. Infusionsoft is growing aggressively. During this phase, the company wanted to break down organizational silos by encouraging inter-departmental communication, and preserve their core values and unique culture. *Collaboration*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
  6. Epson wanted to build competitive advantage through first rate customer service and sought a multi channel customer communication system to facilitate this service *Chat; Email; Knowledgebase; Cobrowse – OnPremise*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
  7. Yarra Valley Water needed to provide fast and efficient answers to customers while reducing the volume of incoming calls handled by the support center. *Knowledgebase; Community (CS Forum & Wiki); Forum; Wiki – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.