Moxie Software, Inc. recently announced that its chat application will drive customer service and support for Telefónica Spain. Chat Spaces is a crucial part of the customer service structure at Telefónica; the solution will help in enhancing customer engagement over multiple communication channels. Moxie Software is a leading provider of customer-centric enterprise social software.
In a statement, Mario Soro, director of CRM technology at Telefónica Spain, said, “With millions of customers, Telefónica has focused its strategy on becoming a leading company in the digital world. 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.”
Chat Spaces has been designed as a full-featured solution capable of delivering optimized level of service and support for its users. Supervisors at Telefónica will now be able to manage and monitor active sessions and quickly and easily access real-time and historical reports. Furthermore, the solution will enable Telefónica Spain to deliver a differentiated and customized experience for its customers.
Tom Kelly, Moxie Software president and CEO, said, “It is critical for market leaders to deliver superior online experiences and to stay connected with their customers. Moxie Software shares Telefónica’s vision of delivering a high level of service and support to customers through their channel of choice.”
Capabilities of the Chat Spaces application include the ability to provide a robust customer engagement strategy and providing optimized customer experience over the phone and over its website; make it easy for customers to communicate in real-time with an agent through online chat; optimize engagement with customers of the company browsing the website by delivering non-intrusive assistance as and when required; and optimizing revenue generation while reducing instances of customers abandoning their shopping cart.