Analyst Firm Estimates Market Size for Web Customer Service at $1 Billion
SUNNYVALE, Calif. Dec 10, 2012 – Moxie Software, Inc., Inc., the leading provider of customer-centric enterprise social software, today announced it has been positioned by Gartner, Inc. in the “Leaders” Quadrant for CRM Web Customer Service Applications. Leaders in Gartner’s Magic Quadrant “demonstrate market-defining vision and the ability to execute against that vision through products, services, demonstrable sales figures and solid new references for multiple geographies and vertical industries.”
The research continues by stating ,“Clients report that these vendors deliver a high level of value and return on their commitment. The development team has a clear vision of the implications of business rules and the impact of Web customer service on customer service requirements. A characteristic of a Leader is that clients look to the vendor for clues as to how to innovate in customer service. When asked, their clients reply that this product has affected the organization’s competitive position in their markets and helped lower costs. Leaders provide functionally diverse and rich Web customer service suites in which a knowledgebase solution is part of the integrated offering and can be deployed and supported globally, and have at least six of the eight Web customer service framework components supported as an OEM solution.”
“To deliver real value, companies need technology that effectively and consistently connects their customers to the information they need via their communication channel of choice,” said Tom Kelly, president and CEO of Moxie Software. “We believe in 2013 our leadership position will strengthen as we bring to market the next generation of customer service applications. Technology innovations such as Moxie’s Social Knowledgebase that enables companies to crowdsource knowledge, delivering the right answers to customers, and Engage+ that allows ecommerce directly on Facebook will set Moxie apart from competitors.”
Research director at Gartner and author Johan Jacobs stated in the February 2013 report, “We have once again observed that more than 82% of multichannel product buyers prefer a more comprehensive web customer service suite, as opposed to a stand-alone single-channel or point-based product. The most often quoted technology reason is an attempt to avoid the problems, efforts and costs associated with trying to integrate multiple disparate channel solutions from a plethora of point-based product solution sets, as well as the challenges experienced to try to integrate different knowledge vendors’ products into web customer service channel solutions.”
Moxie Software’s CRM Web Customer Service applications meet the increasing demands of customers to support multi-channel, social and mobile technologies. The recently launched Engage+ is the only social chat app that gives companies the ability to access a consumer’s Facebook profile to deliver personalized offers and generate revenue via Facebook. In addition, Moxie Software has released its Social Knowledgebase™, which enables the crowdsourcing of answers across the enterprise and processes suggested answers through a workflow for validation and distribution. More details about Moxie’s solutions can be found at http://www.moxiesoft.com/products/products.aspx.
Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Moxie Software provides the only customer-centric enterprise social software suite that enables companies and organizations to effectively connect employees, customers and partners to engage in business, share knowledge and collaborate. Spaces by Moxie is a comprehensive solution that powers more than three billion social interactions per year for leading organizations in consumer services, financial, healthcare, high-tech and media and entertainment. Moxie Software’s customers are able to innovate faster, improve operational efficiencies and provide superior customer experiences. To learn more about Moxie Software, visit www.moxiesoft.com and follow the company on Twitter @moxiesoft and on facebook.com/moxiesoftware.
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Moxie Software and Social Knowledgebase are trademarks of Moxie Software, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.