Moxie's Customers Share Their Success!
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Moxie Software provides customer success stories showing the ROI their clients achieved. Examples include one client routing 60% of phone inquiries to email/chat and shortening resolution times, another capturing 40% of abandoned traffic with chat and increasing chat sales by 35%, and one resolving 95% of inquiries using Moxie's Knowledge Spaces with 80% of interactions rated good or excellent.
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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
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.