Building a Customer Community- A Peek Under the Hood

A Look Under the Hood

Today, Moxie Software announced its news mobile apps 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.

Read the full article…

Fun Friday Reading: Roundup – The Best of All Things Digital #D11 Conference

Internet TrendsThe 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…

Fun Friday Reading: Enterprise Roundup – BYOD and the Employee Experience

BYOD PolicyBYOD (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…

Infographic: Bad Customer Service- Why Are 20% of Your Customers Cursing at Service Agents?

Despite every company in the market understanding the importance of providing excellent customer service, many companies are struggling to meet customers’ needs. In a recent report, Forrester Research, Inc. described:

“As organizations strive to succeed in the age of the customer, business and IT professionals responsible for customer service struggle to understand changing customer behavior, re-engineer end-to-end business processes, acquire and deploy the appropriate supporting technologies, and lead and sustain the organizational changes required to make the transition to new ways of working.”

At the heart of the customer service issue is the fact that many organizations are playing catch up with customers and the new ways they want to connect with their favorite brands. As a result, customers are frustrated (many are loosing their cool) with the lack of support and seamless integration across multiple communication channels.

Read the full article…

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Welcome to the New Era of Social Knowledge

Last week, Moxie Software announced its Collaboration Spaces for free, and yesterday Moxie announced the general availability of Social Knowledgebase.

These two announcements are interconnected.  Social Knowledgebase combines enterprise social technology with knowledge management and allows enterprises to tap into the collective knowledge of their employees to enhance service levels by getting the right answers to customers, faster. In the video below I demonstrate how it works. Read the full article…