The Industry Challenge
Provide cutting edge customer interaction solutions for tech-savvy customers and elevate competitiveness
Technology companies deal with short product lifecycles, face stiff competition, and are under extreme pressure to offer differentiated customer service. They also encounter a unique customer service challenge - customers of high-tech customers are more thorough and Web-savvy than customers of other industries. With 70% of consumers visiting a company's web site to research products before making a purchase decision, technology companies must ensure that savvy customers can find the answers they're looking for in the shortest time possible.
Operating in this fast-paced industry where consumer technology is evolving overnight and consumer demands for the latest product are at an all-time high, technology companies need to embrace every opportunity to innovate in order to elevate competitiveness. Your customer service team must be agile to exceed customer expectations.
Moxie's Solution
Enrich and simplify customer interaction through enhanced collaboration for 'Greater Customer Satisfaction'
Spaces by Moxie™ assists in creating a differentiated customer service experience while helping to communicate technology companies' brand values and identities through a multi-channel suite of offerings.
With tools such as Chat Spaces, Email Spaces, Phone Spaces, and Knowledge Spaces, Spaces by Moxie offers personalization of services, social media response and sentiment analysis, mobile capabilities, and much more for an enriching customer experience.
How Moxie Helped. Customers Speak.
We chose [Moxie Software] as they were able to demonstrate how we could improve customer satisfaction and retention while increasing revenues and agent productivity by using Spaces by Moxie™ -driven chat and email solution.
— Ian Bodsworth, Operations Manager, Epson
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The Challenge:
EPSON wanted to build competitive advantage through first-rate customer service and sought a multi-channel customer communication system to facilitate this service.
Moxie's Solution
EPSON deployed Spaces by Moxie™ to provide a unified view of all customer interactions and with integrated email and chat channels for superior online service.
Results:
- 30% increase in agent efficiency
- 38% reduction in cost of handling inquiries
- Dramatic increase of 1125% in online inquiries
- Overwhelmingly positive feedback from agents and customers
- View the Success Story
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Companies that invest in Spaces by Moxie™:
- Increase sales through enhanced channel collaboration
- Gain the speed and agility to remain competitive
- Drive incremental revenue and achieve a rapid, measurable ROI
- Gain communication flexibility, by allowing their customers to choose the preferred channel – email, chat, phone, or the Web
- Provide agents with a complete view of customer interactions across all channels
- Increase revenue upsell / cross sell initiatives
- Reduce costs by providing automation and self-service
Moxie Software powers leading Hi Tech companies:
 Are you interested in Moxie's solutions for the High Tech industry?
Contact us today for more information or chat now with a representative. |