Following the announcement of Rebecca Ward as president and CEO, Moxie Software, Inc. today announced that it has acquired the technology from SimplyBox, Inc. The acquisition will further extend the capabilities of Moxie allowing enterprises to anticipate customer intent, connect with customers in real-time and engage using the most appropriate communication channel across devices.
Companies currently struggle to engage with their customers via the Internet and on mobile devices. 97 percent of website visits still don’t convert into sales and 50 percent of customers abandon purchases during the checkout process1. The conversion numbers are even lower on mobile devices. Despite eCommerce being 20 years old this year, several recent industry studies have shown that total sales from eCommerce have failed to meet expectations.
“The acquisition of the SimplyBox technology broadens Moxie’s capabilities and will allow enterprises to engage customers as soon as they step through the ‘online’ door,” said Rebecca Ward, Moxie’s president and CEO. “Moxie is changing the way eCommerce is done. When today’s consumers try to do business with a company on a mobile device or on the web, the experience feels like entering an empty storefront – there is no one there to help you. With Moxie, enterprises have a unique opportunity to increase conversions and, more importantly, realize full customer value by engaging with them throughout their journey.”
Moxie enables enterprises to provide guided, relevant engagement to their customers throughout the entire digital journey. Through Moxie’s solutions, which includes Live Chat, Video Chat, Email, Knowledge, Social Media and Web Self-Service, companies will have the ability to anticipate intent, connect in real-time and engage with customers using the most appropriate communication channel.
Commentary from a customer and industry expert:
“A successful eCommerce experience requires enterprises to engage with their customers through the entire digital journey,” said Tim McElroy, leader of customer on-line engagement at 3M. “By leveraging Moxie’s chat and web self-service engagement channels, we have increased our customer conversion rates. Additionally, satisfaction levels are consistently rated excellent for content provided and expedient service.”
In February 2014, Michael Maoz, research vice president and distinguished analyst, highlighted: “Relatively few organizations have an enterprise-wide approach to engaging with customers. Gartner estimates that customer engagement initiatives are underway at approximately 15 % of the largest global organizations.”
1. March 2014 Update- Monetate eCommerce Quarterly.
Moxie is changing the way eCommerce is done. Moxie anticipates what customers want, connecting and engaging with them through the entire digital journey across devices. Through Moxie’s solutions, including Live Chat, Video Chat, Email, Knowledge, Social Media and Web Self-Service companies have the ability to deliver the right engagement offer via the right channel to increase total customer value. More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail and travel and hospitality rely on Moxie to build loyalty and drive customer conversion and revenue. To learn more, please visit www.moxiesoft.com.