It is no surprise that in this day in age, customers have come to expect fast, accurate and consistent service across all channels when they interact with a brand. While the ability to connect with customers through phone, email, chat and social media presents a great opportunity for companies to deliver a more powerful and impactful customer service experience, it also presents a challenge for companies that need to support a broad of range of customer service channels while keeping costs down. Read the full article…
I am going to borrow Wikipedia’s description for its simplicity and accuracy:
“Co-browsing, in the context of web browsing, is the joint navigation through the Internet by two or more people accessing the same web pages at the same time.”
Co-browsing technology was first made available many years ago, but despite becoming mainstream, it is often an underutilized resource. One of the reasons might be the complex landscape of trying to assist someone working on the web. Consider dynamic web pages, rich in content technologies such as Flash, AJAX, Air, Silverlight as well as underlying access solutions for authentication systems and cookies. Add on top of that, the wide variety of platforms for web browsers and operating systems in play, and then suddenly the idea of using a simple browser sharing tool can become quite daunting. Read the full article…
Today, Moxie Software announced its new mobile app for Collaboration Spaces and also the official launch of our Moxie Community. You can read more details about the news here.
I’ve spent the past few months doing the prep-work needed to prepare Moxie’s first customer community. Building a community is always a fascinating journey for me. You get to know so much about your members, your organization, and your own perceptions of success and failure. It’s an important and educational journey that can transform the way your organization works together.
I’m going to be transparent about the work I’m doing in preparing participants, experiences and programming for Moxie as we launched our freemium offering of our Collaboration Spaces product. In expanding our customer base as rapidly as a free product offering can, there is a challenge of building many new customer relationships quickly. We see the community as an effective way to tackle that business challenge.
The Wall Street Journal’s D: All Things Digital conference took place this week in Rancho Palos Verdes, California. The conference covers strategy and innovation in media and technology, and focuses on discussing how digital technologies are transforming our lives.
In this roundup, you will find some of the most discussed topics at the conference:
Read the full article…
BYOD (or “Bring Your Own Device”) is exploding, allowing employees to use their own mobile devices for work instead of company-issued technology.
Employees want in the workplace the same level of connectivity they experience in their personal lives. The promise of a better, more collaborative employee combined with reduced device expenses is enticing enterprises everywhere to embrace BYOD.
But BYOD creates some challenges, specifically around employee privacy, demands on IT flexibility and security. Many articles have been written about BYOD and we compiled a roundup of the week’s expert input about BYOD.
At Moxie, we believe enterprises should engage with their customers through their preferred communication channel— phone, email, chat, social media, etc. And employees are also customers! As the world becomes more connected for customers and employees, enterprises need to take the right steps to successfully support BOYD. Read the full article…