The office supplies retailer say it sacrificed some sales to improve online profitability. It also redesigned its business-facing e-commerce site, StaplesAdvantage.com.
Smart Personalization for Better Web Customer Service ExperienceSmart Personalization integrates securely with legacy systems.
MOUNTAIN VIEW,Calif. July 25, 2011 – Moxie Software – the Social Workspace, today announced the availability of key enhancements to its Spaces by Moxie™ integrated suite, adding key customer service capabilities to its Customer Spaces™ applications. Customer Spaces™ is the most comprehensive customer service suite supporting both traditional and social media channels, which enables companies to deliver truly exceptional experience to end-users through social media, web customer service, assisted service and proactive service offerings.
Smart Personalization for Better Web Customer Service ExperienceSmart Personalization integrates securely with legacy systems, tailoring content based on end-user purchase histories, support interactions, or other factors making the customer service experience quicker and more relevant. Its self-maintaining design always delivers the most updated and valuable information, while virtually eliminating the need to manage customer profiles outside legacy systems like CRM. ce.”
Mobile Capabilities for Knowledgebase and XMPP Chat SupportIn addition to the new Smart Personalization feature, Moxie Software™ is extending its powerful Knowledgebase that crosses all channels of communication to mobile platforms. Moxie Software’s Knowledgebase is now optimized for Apple’s iPad and iPhone, as well as for Android and Blackberry devices. Companies can now deliver via mobile devices the same comprehensive online knowledge repository that provides accurate information to customers, partners and employees.
Furthermore, Moxie Software is also adding XMPP support for chat – an open protocol that will make it easy for popular chat client’s or web service to integrate with Customer Spaces’ chat. This platform is extensible to support other instant messaging protocols.
Enhanced Social Media Integration Moxie Software has further enhanced integration of its social media listening and sentiment analysis with Facebook, Yelp, Flickr and Yahoo Firehose (YQL), adding to its existing integration with Twitter, You Tube, Bing, Blogger, and Digg among others. Also included is the ability to send direct messages back to users on Twitter. By providing companies the most complete access to online social media channels, Spaces by Moxie can help customers protect their brand integrity by delivering the best customer support, and enabling rapid and accurate response to end-users.
“Social channels continue to gain greater relevance, but traditional channels are still the most prevalent; therefore, companies need to strike the right balance between traditional and Social CRM channels,” said Paul Greenberg, author and industry Social CRM expert. “Social CRM works only when it's oriented around users and the customers they interact with. It is impossible for enterprises to create an exceptional social service experience if they provide a sub-par experience via traditional support channels.”
To see how to provide a superior customer service experience with Spaces by Moxie™, please watch this demo.Spaces by Moxie Applications allow companies to effectively communicate and collaborate by breaking the barriers between employees, partners and customers with the most comprehensive product suite. Spaces by Moxie applications include Employee Spaces™ — a social workspace built with the most innovative Web 2.0 collaboration tools for “The Way People Work”, Customer Spaces™ — the most comprehensive customer service suite supporting traditional and social media channels and Knowledge Spaces™ — a knowledgebase application that enables customers and employees to co-create and share knowledge, capturing and distributing the correct answers in a knowledge repository for all users.
To hear about the latest market trends in Social Enterprise, see video with Moxie Software CEO Tom Kelly.
About Moxie Software, Inc.Moxie Software, the social workspace, enables companies to connect employees, customers and partners to engage in business, share knowledge and collaborate.
Moxie Software provides the most complete and intuitive enterprise social software for employee and customer engagement through Spaces™ by Moxie applications. These highly intuitive, user-centric applications were designed for “The Way People Work” through collaboration with world-renowned design and innovation firm IDEO and incorporating the thought leadership from Moxie Insight. Companies using Moxie Software’s solutions are able to innovate faster, and improve operational efficiencies and customer support. To learn more about Moxie Software, visit www.moxiesoft.com.