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This document and its attachments include confidential and proprietary information of Moxie Software, Inc. and its licensors. Moxie is submitting the information for use by the addressee solely in evaluating Moxie’s proposal. Moxie’s submission is made with the express understanding that the addressee will hold the information in strict confidence and will not disclose, duplicate, or use, in whole or in part, the information for any other purpose. Integration with IBM Tealeaf VIP Engagement Across the end-to-end Customer Journey A use case synopsis for IBM April 17, 2015 Prepared by Brian Strauss VP, Worldwide Field Engineering Moxie Software, Inc. C 415-786-4964 [email protected] www.gomoxie.com 1250 Bayhill Drive; Suite 200 San Bruno, CA 94066

IBM Tealeaf Moxie Integration Synopsis

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Page 1: IBM Tealeaf Moxie Integration Synopsis

This document and its attachments include confidential and proprietary

information of Moxie Software, Inc. and its licensors. Moxie is submitting the

information for use by the addressee solely in evaluating Moxie’s proposal. Moxie’s

submission is made with the express understanding that the addressee will hold the information in

strict confidence and will not disclose, duplicate, or use, in whole or in part, the information for any other purpose.

Integration with IBM Tealeaf VIP Engagement Across the end-to-end Customer Journey

A use case synopsis for IBM April 17, 2015 Prepared by Brian Strauss VP, Worldwide Field Engineering Moxie Software, Inc. C 415-786-4964 [email protected] www.gomoxie.com 1250 Bayhill Drive; Suite 200 San Bruno, CA 94066

Page 2: IBM Tealeaf Moxie Integration Synopsis

Confidential Proposal for IBM

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Our greatest thrill is to connect you with your customers.

Moxie Confidential Information

Executive Summary

Integrating IBM’s Tealeaf with Moxie’s Customer Engagement technology is an exciting way to use analytics and data from a variety of sources help customers move more rapidly through the customer journey. Historically analytics solutions have largely focused on tracking and reporting – taking note and acting as the system of record, but largely staying away from taking action within the business of the site directly. In a Mobile First world there is a ton of pressure for eBusinesses to provide a much more aware and contextual experience that anticipates the customers’ needs. This means making sure that there are no obstacles to struggle over, and it also means making sure that the customer has all of the information they need at any given step in process to move onto the next, helping them overcome some of the navigational shortcomings of a mobile eCommerce environment. Moxie and IBM are working together to deliver integrated solutions that get analytics off of the sidelines, and into the game. Tealeaf is combining its data and forensic insights with Moxie’s digital engagements platform in real-time, working to remove friction, produce a more contextual and rich in-store-like sales and service experience for both mobile and traditional digital customers that ultimately leads to higher cart values, increased conversion and superior customer loyalty and retention.

Page 3: IBM Tealeaf Moxie Integration Synopsis

Confidential Proposal for IBM

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Our greatest thrill is to connect you with your customers.

Moxie Confidential Information

Improved Struggle Forensics & Real-Time Abandonment Prevention Moxie Concierge Chat & IBM Tealeaf cxImpact

THE CHALLENGE:

Tealeaf records and can replay every session that comes to a website. The challenge is always identifying which are the best sessions for analysts to look at. Tealeaf uses alerts and event reports to point analysts in the direction of sessions that contained errors and/or customer struggle.

Struggle is identified by looking at where people repeat themselves in negative ways — go through the same step in the process multiple times, get the same form field validation messages over and over, etc.

However even in replaying those sessions there are some false positives — some sessions don’t take you right to an obvious cause of the problem. This means you often have to look at a lot of sessions, which is quite time consuming.

In addition, While Tealeaf provides great value in identifying problems after the fact, nothing prevents the customers who struggle from abandoning in the first place.

THE OPPORTUNITY

It’s quite well understood that customers will reach out and chat if they get stuck or otherwise need help.

Having Moxie chat available for mobile and desktop customers when they struggle will help prevent them from abandoning.

But the Moxie/Tealeaf integration will also allow analysts to find the most meaningful sessions to review – ones where the customer struggled AND reached out to Chat.

Not only would this direct a Tealeaf analyst to replay the sessions that are more likely to document a problem that prevents customers for transacting, but the Tealeaf session record would contain the Moxie Chat transcript ID allowing for far more affective and efficient root-cause analysis, allowing you to remove transaction obstacles from your online business more affectively.

Page 4: IBM Tealeaf Moxie Integration Synopsis

Confidential Proposal for IBM

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Our greatest thrill is to connect you with your customers.

Moxie Confidential Information

How it works:

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Confidential Proposal for IBM

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Our greatest thrill is to connect you with your customers.

Moxie Confidential Information

About Moxie

Moxie™ offers an intelligent, digital customer engagement platform that changes the way eCommerce is done by enabling enterprises to proactively engage their customers early and often across digital channels and devices. Moxie Concierge interpret and analyze customer behavior to deliver meaningful engagement that increases customer value.

Today’s constantly-connected customer requires a new level of engagement that goes beyond meeting basic needs. Concierge enhances the customer journey on your site by leveraging the latest web technology, big data and predictive modeling to guide customers through the research, purchasing and support process. Concierge responds to customer intent and proactively engages your customers as they browse your site by “nudging them along” with relevant content and guided assistance throughout their digital journey.

More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail, and travel and hospitality leverage Moxie Concierge to deliver the best online experience their customers have ever had.

Moxie Concierge includes:

MARKET LEADERSHIP

Many of the Global 2000 rely on Moxie to drive revenue and build customer satisfaction. Through Moxie Concierge - enterprises help their customers’ process more than three billion customer engagements pefromr year. Founded in 2006 and headquartered in Silicon Valley, Moxie has global operations in EMEA and APAC.

Intelligent

Decisioning

Digital

Engagement

Performance

Analytics

Responsive

Design

FAST FACTS

Moxie is changing the way eCommerce is done. Moxie anticipates what customer want, connecting and engaging with them through the entire digital journey across devices. Through Moxie Concierge, companies can have the ability to deliver the right engagement offer via the right channel to increase total customer value.

• Founded in 2006 • Incorporation • International

BENEFITS

• Drive 40% of revenue with proactive engagements

• Capture 35% of abandoning customers

• Increase average order value over 200%

AWARDS: View more awards

KEY CONTACT

Brian Strauss VP, Worldwide Field Engineering Moxie Software, Inc.

P 415-786-4964 [email protected] www.gomoxie.com

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Confidential Proposal for IBM

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Our greatest thrill is to connect you with your customers.

Moxie Confidential Information

CLOUD SERVICES

Moxie Cloud Services (MCS) provides reliable and secure high- availability solutions via state-of-the-art facilities featuring flexible deployment models tailored to customer requirements.

INNOVATIVE DNA

Moxie is a privately-held company backed by experienced investors, including Foundation Capital and Oak Investment Partners. Moxie’s board of directors includes Ken Goldman, CFO of Yahoo, and Susan Whiting, former Vice Chair of Nielsen.

TRUSTED BY LEADING ENTERPRISES

Over 600 of the world’s most respected and innovative companies trust Moxie, for more information about Moxie’s customer list and successful experience, please visit www.gomoxie.com/customers/