Contact Center Solutions Featured Article

Omnichannel Gets a Little Moxie

August 26, 2014

Moxie is defined by Webster’s as the ability to be active.  It is also a Software-as-a-Solution provider on the cutting edge of customer engagement.  With a new CEO and an eager team tasked with changing the customer experience, Moxie is about providing customer engagement tools that offer the insight necessary for a successful enterprise.

With a focus on SaaS, Moxie is actively looking at tools being applied to the entire customer journey.  Moxie provides high volume interaction online for customers and aims to address “omnichannel” communication and offer shoppers a consistent experience. 

Moxie users are able to engage customers as soon as they hit the website. A common hurdle for marketers and sales teams alike are low online conversion rates—specifically 1 to 3 percent.  Why are conversion rates so low, because online shopping has not replaced the in-store experience.  Picture walking into a store in the mall, but the only employee is in the stock room.  You receive no greeting at the door, no suggestions for purchase and most importantly no engagement—it starts to paint a pretty compelling picture as for why online conversion rates are stuck in the low single digits. 

One of the best ways to combat the low conversion rates is through engagement. The ‘in-store’ experience allows the sales team to watch a shopper’s behavior, but data offers far more than that. The data offers a look at behavioral patterns—what can I present to you online to get you through the micro-conversion? When data is leveraged and the engagement optimized properly, the cross/up-sell and close should see improved rates of conversion.

Customers today do not have a long attention span, as Moxie’s vice president of Marketing and Customer Experience, Tara Sporrer told TMC, it must be, “Tweet-size content.”  Moxie can apply tools in a way to anticipate the data and help companies serve customers by engaging them with what they need.  The data clearly illustrates customer behavior and while much can be inferred from an in-store interaction, data offers facts based on behavior history.  This type of effort can offer incremental increases to conversion rates.

Customer relationship management software (CRM) offers info from engagements you have.  It serves as a critical part of the equation but is not on the frontline engaging customers with effective pieces of information for sales—the data collected must be leveraged for its value and implemented to aid the customer in finding what they need.

Sporrer went on to say, “It’s no mystery, the benefit that exists through data…you don’t have to engage …97-99 percent of us bounce from the web.” 

Moxie’s offerings extend to mobile shoppers as well.  With the popularity of mobile commerce, it is becoming a norm, and mobile shoppers must be pleased right away.  Sporrer has embraced this movement, as she holds her smartphone up, glances across the table and proclaims she,  “shouldn’t be limited in the things I can do if I don’t have my laptop.” The issue is addressing customers; it starts with mobile and addressing customers where they are.

Customer journey maps serve the purpose of telling enterprises what they already know; leveraging the proper technology solves the problem from within the enterprise.  The concern for the enterprise should be intelligently collaborating, sharing and informing the customer via email, chat, SMS—i.e. the customer’s preferred method.

The answers are there if people choose to see them.  As Moxie’s mission statement says, “Moxie is changing the way e-commerce is done.  Anticipate intent, connect in real time, and engage customers,” it is just that easy.

Edited by Stefania Viscusi