Customer Service Solutions for Retail

By: Moxie Software  09-12-2011
Keywords: Customer Service

The Industry Challenge

Move your customers closer to their purchase with an exceptional online shopping experience

With the emergence of the ubiquitous Internet and the eCommerce, there has been an increased adoption of online shopping.  According to Forrester's Survey, Seventy-six percent of Web shoppers agree with the statement "I like that I can shop online whenever I want." 

Retail organizations are spending billions of dollars to offer their customers a great online shopping experience.  However, they are unable to retain and engage the prospective buyers as much as they want to. The reasons for customers abandoning their online purchase on a particular Web site can range from unavailability of the right product information, difficulty in website navigation to a bad user interface. This may result in the consumer reaching out to a competitor for completing his purchase. 

Retail companies need better solutions to effectively create, deliver, and measure customer experiences. While positive customer service experiences bring back the customer for a repurchase and increase loyalty - Negative experiences result in loss of revenues, lost opportunities and an increase in call center volume.

Moxie's Solution

Great online shopping experience through collaboration for greater customer satisfaction

Moxie's Customer Spaces™ enables retailers to successfully address industry-specific requirements and challenges through robust product functionality, such as the implementation of tools that help agents and call center management meet—and exceed— service level agreements. With access to in-depth and tactical dashboards as well as big-picture strategic reports, retail management teams are able to drive consistent, real-time improvements that result in higher customer satisfaction ratings and increased sales.

"A Total Economic Impact (TEI) analysis of interactive chat shows that investment in reactive chat is likely to produce a small positive return on investment (ROI) of 15%, while an additional investment in proactive chat capabilities will produce an incremental 105% ROI and millions of dollars in positive business benefits in a typical business-to-consumer (B2C) organization."

— Forrester, 2008

How Moxie Helped. Customers speak.

"Our customers don't want to wait on hold for an answer to their questions. With [Moxie's] Knowledgebase, we give our customers instant access to answers 24 hours a day, 7 days a week, 365 days a year."

— Craig Rittenhouse, VP Marketing & Operations, Sharp Systems

The Challenge:

Sharp Systems is one of the fastest growing divisions of Sharp Electronics with growing product lines of PCs and LCD monitors and expanding network of more than 4,000 authorized dealers and resellers. Providing unparalleled support for these groups, Sharp maintains call centers for 24/7 customer phone support. As is the case with most advanced products, Sharp's dealers, resellers and customers have a wide variety of questions about Sharp's products and services ranging from sales support and product feature inquiries to technical support questions.

Moxie's Solution:

Moxie's Knowledgebase OnDemand solution had service up and running within 2 hours and the application was fully populated by the client within one week.


  • Cut call volume 15% in first month
  • Projected 50% call reduction within first year
  • Quick implementation — Moxie's knowledgebase was up and running within hours and populated within one week

Companies that invest in Moxie's Customer Spaces™ :

  • Achieve a rapid, measurable ROI
  • Gain integrated and multiple channels of communication
  • 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
  • Enhance online shopping experience for consumers


Moxie Software powers leading Retail companies:

Keywords: Customer Service

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