Chat Spaces used to improve customer service and support operations
Telefonica Spain has chosen Moxie Software, provicer of enterprise social software, to power its customer service and support operations. Moxie Software's Chat Spaces is now a component of Telefonica's comprehensive customer service strategy, which aims to engage customers across multiple communication channels.
Chat Spaces' capabilities allow Telefonica Spain to deliver a high level of service and support to its customers. Using Chat Spaces, supervisors can manage and monitor active sessions, access real time and historical reports.
The application allows Telefonica Spain to provide differentiated and personalised customer experience at scale. Specifically, it enables Telefonica to deliver a comprehensive customer engagement strategy extending the same customer experience available via the phone to its website and provide customers with the ability to communicate in real time with an agent via online chat, as well as proactively engage with its customers browsing the website to provide non-intrusive assistance as needed.
'With millions of customers, Telefonica has focused its strategy on becoming a leading company in the digital world,' said Mario Soro, director of CRM technology at Telefonica Spain. 'We are always looking for innovative technologies that strengthen our customer engagement strategy. In a complex organisation such as ours, Moxie Software provided us with a highly customisable and flexible solution to attract and retain customers.'
Moxie Software, Chat Spaces and Spaces by Moxie 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.
