Deliver a superior customer experience in the channel of your customer's choice
The Industry Challenge
Financial Services organizations face a tough combination of challenges, each one adding complexity to customer interaction. Volatile markets, emerging technologies, regulatory compliance and evolving customer desires, make it challenging for every company today, to attract and retain customers. Customers in this industry, continue to grow more skeptical and insecure, post the recent economic turmoil.
Financial institutions are saddled with rising customer attrition. Banks, brokerage firms and insurance companies, all wish to engage with their customers online or through their mobile phones - they can no longer survive with traditional 24/7 availability. Innovating with the market and technology trends, and improving the customer experience at every stage, is the key to build stronger customer relationships.
Faster problem resolution through collaboration for great customer satisfaction
Channels such as Internet and mobile, more-comprehensive multichannel solutions, and even improvements to traditional channels such as the bank branch are key for almost two-thirds of financial services firms surveyed in Forrester's Q3 2010 Global Financial Services Architecture Online Survey. With Moxie Software's integrated customer interaction product suite, Customer Spaces™, companies can provide a cutting-edge multichannel delivery strategy to their customers. This gives customers the freedom to choose their preferred channel of communication with the institutions.
Customer sentiment and technology advances will lead to a five-fold increase in the number of organizations using collaborative social processes to solve service issues by 2014.
How Moxie Helped. Customers Speak.
"The [Moxie's Chat] solution helped us reach 30-40% of business we weren't serving effectively prior to implementation, and the leads from proactive chat invitations are five times more likely to close."
— Ryan J. Browder, Manager Customer Choice Distribution
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In evaluating their online automotive insurance processes, Nationwide found that their insurance quoting system didn't cater to specialty insurance buyers (those with tickets and accidents). Prospective customers were getting lost and never returning to the organization's site.
Nationwide chose Moxie's Proactive Chat which offered agent-assisted service via rules-based proactive chat invitations
- 82.3% Net Promoter score
- Captured 30-40% of previously abandoning customers
- Customer wait time of five seconds and declining
- Completely recuperated associated costs within eight months of roll-out
Companies that invest in Moxie's Customer Spaces™ :
- Achieve a rapid, measurable ROI
- Increase conversion rates of online applications
- Provide agents and branch employees with a complete view of customer interactions across all channels
- Increase revenue upsell / cross sell initiatives
- Reduce costs by providing automation and self-service