Moxie has rolled out Moxie Live Chat, a solution that can be integrated with multiple customer engagement channels, including Moxie Web Self Service, Moxie Knowledge and Moxie Email.
Mobile Chat supports mobile best practices across all desktops, tablets and smartphones. Key benefits of the new release include:
Mobile Optimized Features for the Consumer
- Browse and Chat Simultaneously: Mobile customers can chat without interrupting the browsing experience, making it easier to navigate a Web site while chatting.
- Message Waiting Alert: When browsing a Web site during a chat session, the customer is alerted to agent responses via a visual alert, enabling better conversations.
- Consistent Connection: Customers are reconnected to their chat session if they need to answer a phone call or whenever cellular service is interrupted, such as when a customer is in an elevator.
- Geo Location Capabilities: With GPS-enabled devices, customers can share their exact locations while chatting to receive specific guidance.
- File Sharing: Consumers can share photos, videos or documents during a chat session for better communication.
Mobile Optimized Features for the Enterprise
- Personalized Engagement: Agents have access to key information, including device information and webpages being viewed by consumers so they can deliver personalized experiences during chat sessions.
- Consistent Chat Offers: A tab-based chat offer allows a consistent place to find chat on Web sites.
- Productivity Tools: Agents have access to a list of mobile-optimized, pre-prepared responses that facilitate interactions with consumers.
- Branded Experience: Enterprises can easily align the chat interface with branding guidelines including colors, fonts, and more.
- Mobile SDK: Enterprises benefit from a mobile SDK for live chat, which integrates a native chat client into their iOS apps, with Android coming soon.
Moxie’s new Mobile Chat is available immediately and it is priced per user, per month. Moxie’s Mobile Chat is an add-on feature to existing customers.
Additionally, a new study commissioned by Moxie Software has found that 62 percent of survey participants expect live chat to be available on mobile devices, and 82 percent would use it the feature. However, 75 percent of survey respondents stated that they would prefer to use live online chat versus calling to speak with an agent.
According to the study, consumers’ growing preference for online chat provides companies an opportunity to enhance the customer journey and increase customer satisfaction, specifically on mobile devices. Seventy-two percent of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 92 percent when live chat is used on a mobile device.
Additional insights from the Moxie study reveal interesting trends, including:
- Men Shop Often on Mobile Devices:Twice as many men than women surveyed make daily purchases online and are making more weekly purchases as well.
- Millennial Men Are Active Online Shoppers:Millennial men are becoming the new power shoppers, and those living in the Pacific region (California, Oregon, Washington, Hawaii and Alaska) are among the most active online shoppers in the nation.
- Winning Mobile Holiday Shoppers with Live Chat:Consumers who plan to make purchases on mobile devices this holiday season expect top-notch service and support. Sixty percent of consumers will abandon their online shopping carts and never make purchases from an online retailer again if they experience poor customer service.