Your organization is more exposed to customers than ever. As Chairman of Moxie Insight, Don Tapscott said recently: "In an ultra-transparent world of instant communications, every step and misstep is subject to scrutiny. And every company with a brand or reputation to protect is vulnerable." That reputation rests primarily in the hands of customers. Which is probably why so many companies spend so much money on CRM databases. Unfortunately, far too many of them underestimate the challenge of managing interaction with customers once they are acquired. Customer Spaces by Moxie helps you meet this vital challenge, by helping you deliver more effective service, with greater consistency of message, to your customers – across whatever channel they prefer.
Empower Customers, Improve Customer Service
Give your customers the freedom to access service via the channel that is most convenient and comfortable for them: Self-Service (through ), , , , , and . No matter which they choose, Customer Spaces™ customer service software ensures that your agents will have easy access to their complete interaction history. With integrated channel data, histories, and knowledge-sharing built-in to Customer Spaces, your agents can make sure your customers get what they need — faster. What do you get? More satisfied customers. More satisfied shareholders.
Knowledge Sharing is Power
Getting the right answer to the right agent at the right time is vital to delivering better customer service. Knowledgebase lets you develop and distribute common responses, best practices and other key information across both self-service and assisted service channels. Your message is delivered with greater consistency, and you increase the chance of resolving an issue on the very first contact. You can organize internally—and externally—facing knowledge repositories and provide access to legacy system information.
Customer Spaces™ offers access to both in-depth analytical dashboards and big-picture strategic reports — enabling continuous performance improvement on both the agent and team level. Improve insights with cross-channel reporting. Optimize relationships between customers and agents through a richer customer incident summary.
Implement on Your Terms
Flexible scalability lets Customer Spaces™ grow with your organization. Deploy Customer Spaces™ either OnPremise or OnDemand – hosted at Moxies's state-of-the-art data center. Customer Spaces™ easily connects to your existing CRM systems – as well as other back-office applications and data in order to add valuable multi-channel interaction management. This allows you to leverage your existing IT investments and improve overall service speed and quality.