2. CUSTOMER SUCCESS
ROI:
60% of phone
inquiries routed to
email & chat, &
shortened time-to-
resolution with an
intuitive agent
interface
PROPRIETARY &
2 CONFIDENTIAL
3. CUSTOMER SUCCESS
ROI: Captured 40%
of the previously
abandoned traffic
with Chat Spaces
& increased sales
rate via chat
channel by 35%
PROPRIETARY &
3 CONFIDENTIAL
4. CUSTOMER SUCCESS
ROI:
95% of the customer
inquiries were resolved
using Moxie's Knowledge
Spaces. Average 80%
customer interactions
rated as Good or
Excellent.
PROPRIETARY &
4 CONFIDENTIAL
5. CUSTOMER SUCCESS
ROI:
Handling 300,000
calls per month,
15,000 emails,
winner of 8
customer service
awards, 85%
resource
utilization, & 20%
reduced cost to
serve
PROPRIETARY &
5 CONFIDENTIAL
6. CUSTOMER SUCCESS
“My goal was to achieve
80% profile completion
by end of Q2 and I was
able achieve 83%.
Today, four months after
deploying Moxie’s
Collaboration Spaces,
we have 85% active
users, who share
information, connect
with their colleagues
and use the solution to
get their work done.”
—Kimberlee Morrison,
Culture Content
Evangelist, Infusionsoft
PROPRIETARY &
6 CONFIDENTIAL
7. CUSTOMER SUCCESS
ROI: Increased
productivity by
30% & reduced
costs by 38%
PROPRIETARY &
7 CONFIDENTIAL
8. CUSTOMER SUCCESS
“The system’s powerful reporting
capabilities enable us to know
exactly on what criteria customers
searched and if the search
provided the correct answer.
[Knowledge Spaces] provides a
breakdown of search queries that
did not result in a match, enabling
us to monitor trends in customer
queries and to identify areas for
new content.”
—Tony Campbell, Business
Analyst, Yarra Valley Water
PROPRIETARY &
8 CONFIDENTIAL
Notas del editor
The British Army needed to increase the efficiency of their highly experienced but small team of online career officers. *Chat; Email; Knowledgebase - OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
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. *Chat; Proactive; Cobrowse; Click to Call – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
Digital UK needed a solution to help them deliver key messages to agents and communicate with UK residents during the Digital Switchover programme. *Chat; Email; Knowledgebase; Proactive; Freemium Collaboration – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
The Lebara Group has transformed the international calling market, making it easier for families to stay in touch with their loved ones back home. *Chat; Email; Knowledgebase – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
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. *Collaboration*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
Epson wanted to build competitive advantage through first rate customer service and sought a multi channel customer communication system to facilitate this service *Chat; Email; Knowledgebase; Cobrowse – OnPremise*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.
Yarra Valley Water needed to provide fast and efficient answers to customers while reducing the volume of incoming calls handled by the support center. *Knowledgebase; Community (CS Forum & Wiki); Forum; Wiki – OnDemand*Make this personalYou should always do a quick drill down to either show success in their vertical or with the product they are most interested inAgain, do your homework. If we don’t have a slide that fits, get with Tara, buid your own!!Work smarter, think outside the box.