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Moxie Software, a vendor of enterprise social software solutions, is updating its Knowledge Spaces CRM/customer service application.

Differentiating the Online Customer Experience

According to Moxie Software, the upgrades to Knowledge Spaces are intended to help users “differentiate the online customer experience.” Moxie hopes the following new features make this goal attainable:

Customer experience portal: This self-service portal is designed to address customer questions in the context of the online experience and includes HTML widgets for the customer search experience and listings of hot topics, top FAQs and latest articles. An escalation to assisted service is also available for additional customer support.

Improved search functionality: Moxie Software has made enhancements in areas including faceting, numeric processing and term boosting.

Simple customization and integration: A RESTful API and widgets are designed to enable flexible and highly customizable solutions for personalized customer experiences.

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Moxie Software federated searching capabilities demonstrated

Making Searches More Relevant

According to Moxie Software executives quoted in DestinationCRM.com, the upgraded version of Knowledge Spaces makes it easier for customers to conduct relevant information searches on company websites. In addition, the improved search functionality can also prove beneficial to corporate “power users,” such as field agents and salespeople, who frequently conduct searches on a company site.

The new features of Moxie’s Knowledge Spaces will be available on October 15th, 2012. Knowledge Spaces integration with Salesforce.com’s Service Cloud for Knowledge Spaces is available from Moxie for customers of Salesforce Professional and Enterprise editions.

With its Spaces suite, Moxie Software ultimately seeks to provide a solution that converges customer communications with employee collaboration applications. Spaces by Moxie works to change the way companies engage with customers by improving the way businesses interact, understand and deliver superior customer experiences.

It sounds like a lot to undertake, but as it turns out that, once you start with the customer, many of these processes fall into a natural workflow. A company’s message is pushed out through multiple channels, then gets picked up by the customer, who then interacts with an employee.

Moxie’s comprehensive integration framework, Spaces Connect, has expanded the connectivity between the Spaces by Moxie suite of applications and third-party applications, including Salesforce.com’s Service Cloud. Spaces integration with Salesforce.com’s Service Cloud for Knowledge Spaces is available from Moxie for customers of Salesforce Professional and Enterprise editions.