SAN BRUNO, Calif.--(BUSINESS WIRE)--goMoxie®, the leading provider of customer guidance solutions, today announced that its solution, SEETM , an AI solution that delivers actionable insights to businesses, has picked up two industry awards. goMoxie’s SEE (AI) technology was awarded the Gold for the Engage Awards, Best Use of Customer Insights and a Silver Stevie Award in the Sales and Customer Service category for Best Use of Customer Insight.
The recognized solution informs CONTEXT TM, the company’s customer guidance application, which anticipates and proactively guides customers through struggle points with useful information when and where needed. With SEE, goMoxie’s Customer Guidance Platform TM can now pinpoint the location and reason for customer struggle, but it goes a step further and eliminates it by delivering contextually relevant, proactive guidance. As a result, customers can complete their tasks without the need to reach out to an agent in the contact center for assistance. Businesses are able to free up valuable human resources by reducing unnecessary contacts into the contact center.
“We are thrilled that our technology and vision to eliminate customer struggle has been recognized by the industry,” said Nikhil Govindaraj, SVP products at goMoxie. “Combining insights with action disrupts the cycle of struggle that customers face every day. SEE leverages AI to reveal unknown struggle points so that guidance through CONTEXT can be even more effective. It’s unique in its ability to discover specifics about struggle and immediately translate that insight into guidance that reduces customer struggle and delivers business results.”
The goMoxie Customer Guidance Platform with SEE includes:
- Struggle Topics: Data analyzed by the AI engine into top categories of struggle
- Struggle Location: Exact pages identified to reveal where struggle is taking place
- Topic Trending: How topics and locations have trended over time
- Specific recommendations for guidance to be provided for each struggle and location
While companies may be aware that their digital experiences are failing to meet expectations, they often have blind spots into exactly where and why customers are having difficulty. Agent feedback and analytics data can highlight a few obvious pain points, but goMoxie goes deeper by analyzing data using through natural language processing, machine learning and other technologies to pinpoint exactly where in the journey customers are struggling, and why. This understanding then informs new points of proactive digital guidance and eliminates the struggle from the customer journey.
Judges from the Stevie® Awards commented on the innovation and results SEE delivers to businesses:
- Nice application of technology to improve the customer experience based on real customer input and feedback.
- The ROI example indicated by the Forrester TEI Study is amazing. It's important to understand the customer’s journey and ensure that breakdowns are remedied.
To learn more about SEE by goMoxie visit www.gomoxie.com.
Simplify experiences in an increasingly complicated digital world with goMoxie’s digital guidance technology. Online customers experience frustration, confusion and hesitation leading to missed opportunities and increased bounce rates. goMoxie locates these pain-points and deploys targeted messaging to struggling users via knowledge offerings, chat and email engagement, improving conversion rates, increasing up-sells and reducing service center costs. goMoxie provides enterprise-level solutions with proven large-scale successes. Create certainty, empower customers and get results with goMoxie. To learn more, please visit www.gomoxie.com.
©2021 Moxie Software Inc. All rights reserved. goMoxie, SEE, Customer Guidance Platform and CONTEXT are trademarks of Moxie Software, Inc. All other company and product names mentioned are used only for identification purposes and may be trademarks or registered trademarks of their respective companies.