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Resource Center
Demos
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Engage+ is the first social chat app that leverages Facebook's social graph to gather and analyze information on visitors and launch unique proactive offers based on public profile information. Now you can create a personalized shopping experience directly on Facebook and move from engagement to revenue generation. Read more.
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Desktop Sync brings the power of collaboration to your desktop. This new feature of Collaboration Spaces adds file sharing and cloud storage to our comprehensive enterprise social software, while maintaining all security norms. And the best part is that this functionality is absolutely free to our users!
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How does Moxie help employees crowd source answers and share with customers across every touch point? Find out in this video.
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Increase customer satisfaction, improve agent productivity, and deliver a consistent message in a scalable, secure platform. Learn more about Moxie's Multichannel Suite.
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Keep employees connected when they are on the road with the Moxie Social Mobile Collaboration app. Now available for iPhone or other mobile device in a private and secure environment. The app provides the same experience that you would have at your desk. Connect with people, projects and groups that matter to you most. Interact and communicate in real time.
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View how organizations can leverage several social and traditional communication channels and collaborate internally to provide faster better service.
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Learn more about social collaboration software with this product overview.
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Tour Collaboration Spaces as a social intranet to help onboard employees, communication effectively, and create a social business.
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View Moxie Software's Spaces by Moxie demo.
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Learn about a new generation of social software that allows an organization's employees to collaborate with each other and with partners, and serve and support customers better than ever possible before.
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Spaces by Moxie software enables enterprises to capture and formalize intelligence from inside and outside the organization. Find out how in this video.
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Designed to work for the way people do. Built around the organization. People adapt to it easily because it leverages the social media tools people know about: blogging, wikis, calendars and contacts.
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View a demo of live chat software by Moxie. See how you can cut improve your customers service, reduce costs and cut shopping cart abandonment.
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Email management software by Moxie combines the speed of response with personalized attention. Track and respond to hundreds of emails. Improve customer service.
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Check out this knowledgebase software overview by Moxie. A powerful tool designed to easily create content, provide self and agent-assisted service.
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Videos
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Engage+ is the first social chat app that leverages Facebook's social graph to gather and analyze information on visitors and launch unique proactive offers based on public profile information. Now you can create a personalized shopping experience directly on Facebook and move from engagement to revenue generation. Read more.
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An interview with Megan Murray on this year's Social Business FORUM — "From Social to Business."
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An interview with Moxie's VP of Products, Nikhil Govindaraj on using social channels as an extension for customer support.
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MyCustomer.com and Moxie Software's CEO Tom Kelly discuss social customer service, fusing internal and external communities, and overcoming barriers to collaboration.
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Tom Kelly, Jonathan Schwartz and Sameer Patel discuss social collaboration in organizations.
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Macrowikinomics: Rethinking the Enterprise for the Age of Networked Intelligence. Santa Clara, CA - November 2011.
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Tom Kelly discuss the Spaces by Moxie integrated suite.
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Tom Kelly at Enterprise 2.0 discusses collaboration wtih customer Tony Martins, VP of Supply Chain, TEVA Pharmaceutical.
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Tom Scoble (scobleizer.com) talks to Moxie's CEO Tom Kelly about Collaboration Spaces.
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Hoffman's Hot Seat with Tom Hoffman of 1to1 Media at the 360 Summit in Los Angeles. Tom talks to Moxie's Nikhil Govindaraj, VP of Products on the challenges and opportunities of reaching out to customers proactively.
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Don Tapscott, author of "Macrowikinomics: Rebooting Business and the World," discusses Portugal's Prime Minister move in the right direction by adopting a "digital economy strategy." (3/11)
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Listen to Don Tapscott who discusses whether social media popularity affects stock prices. (3/11)
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Listen to Moxie CEO Tom Kelly and Doug Solomon, CTO of IDEO, speak about "Key Design Principles for Maximizing the Value of Collaborative Technology" at the GigaOM Net:Work conference in San Francisco. (12/09/10)
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Learn about Moxie Software through CEO Tom Kelly's Keynote at the Enterprise 2.0 Conference. Santa Clara, CA Nov 8-11, 2010
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Don Tapscott talks about "Macrowikinomics: Rebooting The Business World"
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Don Tapscott talks with Fox Business about Facebook founder Mark Zuckerberg and the future of Facebook.
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Brian Wrage of Canon talks about Moxie Software at the Enterprise 2.0 Conference.
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White Papers
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Brand new Gartner research examines key challenges companies face when implementing Web customer self-service. Download the report now to discover how you can best overcome these challenges.
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Moxie Software is positioned in the "Leaders" quadrant of Gartner's Magic Quadrant for CRM Web Customer Service.
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Pragmatic planning and effective execution are key to delivering excellence in customer service. But customer service solutions are endless and the landscape is becoming increasingly difficult to navigate. This Forrester report covers the 15 trends customer service will follow in 2013 and how you can stay ahead of the curve.
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Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. This Forrester Research, Inc. report outlines the changes customer experience professionals can expect in 2013 the pitfalls to avoid.
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Outstanding customer service should be a cornerstone of a company’s customer experience strategy. This report outlines four key steps to optimize and innovate customer service operations.
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This report is designed to give customer experience professionals a market overview of the state of the practice against which to compare their own efforts in developing an experience-driven organization.
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Forrester talked with a group of multichannel executives and managers in banks and identified a number of best practices to manage the growing number of customer touchpoints.
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Applying best practices, key performance indicators, and technical recommendations outlined in this paper will provide a foundation for more effectively deploying Enterprise Chat solution.
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This Forrester report describes 13 trends you need to take into account when formulating your CRM plans in 2012 and the steps you need to take to make these plans bulletproof.
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This Forrester report describes how online customer service channel usage has shifted, with significant differences in satisfaction between channels, and among different generations
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This Forrester report outlines the customer engagement process and the technology framework to enable the shift from transactional customer interaction to customer engagement.
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Valuable advice for building a strategy for Customer Service Knowledge Management, based on research by Info-Tech Research Group.
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Read about the Forrester methodology to identify potential adoption roadblocks and assess which scenarios employees will embrace collaboration tools.
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Five tips for delivering a great multi-channel customer service experience that promotes customer satisfaction and loyalty while reducing costs.
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Organizations that change their approach to knowledge management in a collaborative world can avoid the typical chaos and achieve KM Nirvana.
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This Forrester report defines six key KM strategies for customer service and describes more than 40 tactics to make them stick.
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Learn what makes so many collaboration projects fail and what's needed to make collaboration solutions successful, from culture to technology to design.
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Success Factors for Enterprise 2.0 Applications, including business drivers and adoption levels for social business and the benefits and issues being highlighted by users.
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Beyond one step of choosing the right tools, successful collaboration requires a focus on the intent of the implementation and reshaping the corporate culture.
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Don't let your organization fall behind. Discover the benefits of a great social intranet, and learn the six key components that will get you there.
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Unleash the power of social networking for your organization by understanding the 5 principles of networked intelligence and why enterprises need to adopt them.
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Learn how Sales Chat can proactively engage visitors, convert them to customers, shorten the sales cycle, and enable cross-sell and up-sell opportunities.
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Customers
Dedicated to serving our customers around the world
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ACN carried out all of its transactions via the phone which was proving to be very expensive. With a growing customer base, the company needed to expand its operations and efficiently cater to its customers, while slimming down costs.
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 16% call deflection, 12.5% reduction in costs, 7% increase in customer requests, and efficient workforce management
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SLC’s advisors found it increasingly challenging to provide consistent answers to customers. Responding to customer queries was a tedious and time-consuming process as the vast amount of knowledge was unstructured and was being updated frequently.
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Customer satisfaction scores higher than 80%, 24% of customer queries resolved via Knowledge Spaces, and consistent answers across multiple channels from every advisor
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The Lebara Group has transformed the international calling market, making it easier for families to stay in touch with their loved ones back home.
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Handling 300,000 calls per month, 15,000 emails, winner of 8 customer service awards, 85% resource utilization, and 20% reduced cost to serve.
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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.
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85% adoption rate within four months of implementation, 500 blogs posted, 2000 comments posted, 78,000 pages viewed, and 1,500 documents developed through employee collaboration.
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Digital UK needed a solution to help them deliver key messages to agents and communicate with UK residents during the Digital Switchover programme.
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95% of the customer inquiries resolved using Moxie's Knowledge Spaces. Average 80% customer interactions rated as Good or Excellent.
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TEVA Pharmaceutical had delayed reporting of manufacturing issues and slow cross-departmental collaboration to resolve issues before they impacted customers.
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Up to 50% reduction in the number of face-to-face meetings needed to resolve issues. 40% reduction in manufacturing cycle times.
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Woodman of the World, investment products provider was consolidating the operations of three divisions into one and needed a solid knowledge management foundation for the more than 200 core operations associates working at its home office.
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Process efficiencies led to 10% reduction in staffing; error rates dropped as much as 50% for certain categories of questions; and unacceptable call volume decreased by 76%.
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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.
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Captured 30-40% of previously abandoning customers
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Epson wanted to build competitive advantage through first rate customer service and sought a multi channel customer communication system to facilitate this service.
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Increased productivity by 30% and reduced costs by 38%
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The British Army needed to increase the efficiency of their highly experienced but small team of online career officers.
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60% of phone inquiries routed to email and chat.
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P&O Ferries customer service agents receiving 7,000 emails struggled to respond rapidly, accurately, and personally.
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50% reduction in email handling time, response times reduced by 60%, and managed 40% more volume without increasing headcount.
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Yarra Valley Water needed to provide fast and efficient answers to customers while reducing the volume of incoming calls handled by the support center.
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Decreased customer handling costs by reducing incoming phone calls by 11.2%.
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Southern Cross needed to centralize information on internal corporate processes to allow employees to better serve their 800,000 members.
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Efficient search of centralized information to improve employees abilities to repsond to customer queries.
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Thought Leaders: Moxie Insight
Moxie Insight is a business division of Moxie Software. Our Thought Leaders are some of the most-respected management thinkers in the world. Our thought-leaders each have demonstrated track records of identifying and capitalizing on the next big idea. Learn more about Moxie Insight's team of leading thinkers. They are speakers, consultants, educators, and innovators. Having found collaboration to be the point of confluence of each of their respective careers, they work to use Moxie Insight as a platform to help companies understand the nature of today's shifting marketplace.
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Don Tapscott
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Tamara J. Erickson
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Tom Kelly
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