DON’T ABANDON CUSTOMERS. CONVERT THEM.

Anticipate intent, connect in real time, and engage customers.

MOXIE CONCIERGE

TABLE OF CONTENTS

Boost sales and build customer loyalty across devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3

Moxie Concierge . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4

Benefits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Intelligent Decisioning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Key Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Digital Engagement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Key Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Performance Analytics . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Key Features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Mobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Key features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

About Moxie . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Contact Us . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Boost sales and build customer loyalty across devicesCustomers in today’s world are always on the move. They use an array of devices and leverage multiple channels and sources of information to make purchase decisions.

Yet when consumers engage with brands across these various devices—desktop, tablet or smartphone—the experience is like walking into an empty store with no one there to help.

According to a recent global study of online customers:

• 45% will abandon their online purchase if they cannot find help quickly• 90% of consumers say a personalized experience

impacts their purchase decisions• 44% say that having questions answered by a live person

while in the middle of an online purchase is one of the most important features a website can o�er

• 63% of consumers will not complete a purchase after they experience a problem on a mobile device

You’re spending millions getting these customers to your site, but only around 3% will find their way through the flat experience to make a purchase. Today’s challenge is to meet those customers at their arrival, guide them all the way through brand awareness, consideration and conversion, and keep them fully satisfied so they will return in the future.

To meet that challenge, we present Moxie Concierge.

4 | MOXIE CONCIERGE

Moxie Concierge transforms the digital experience, delivering individualized, proactive engagements that anticipate customers’ intent and engages in real-time.

MOXIE CONCIERGE

Concierge leverages the latest web technology and big data to guide customers through the research, purchasing and support process.

With Concierge, you can anticipate customer intent and proactively engage your customers as they browse your site by “nudging them along” with relevant content and guided assistance throughout their digital journey.

In a traditional storefront, you have sales representatives on the floor, trained to identify which customers require assistance and which do not.

Concierge does the same on your website, guiding your customers through the four stages of their journey:

Awareness

Engage customers with relevant information and

o�ers while they are researching.

Consideration

Reach out to customers when they are at this critical point to drive

conversions.

Conversion

Guide customers through the conversion process in

real-time.

Retention

Build loyalty and keep customers coming back 

with service via their channel of choice.

30%

40%

200%

Increase online sales by Drive Enjoy

or more of revenue through proactive

engagements

increase in average order size

BENEFITS

• Present the right engagement channel at the right time creating a more personalized experience.

• Define rules and automate engagement recommendations based on customer behavior.

• Scale an individual, personal customer experience across millions of interactions seamlessly, securely, and cost-e�ectively.

• Boost sales by increasing conversions and average order value.

• Make meaningful connections with customers early and often, across all devices, providing a seamless and personalized online experience.

• Measure ROI to continuously improve and optimize agent performance and engagement strategy.

6 | MOXIE CONCIERGE

Every customer has a unique set of needs, a preferred communication channel, and an array of devices. How can you provide these customers with an individualized experience while still running an e�cient, scalable operation?

Intelligent Decisioning enables these personalized experiences in three simple yet powerful steps.

1. Compiles rich visitor personas with extensive data points including various behaviors, attributes and information

2. Leverages profile data to analyze customer visits and anticipate needs

3. Serves the optimum engagement to each individual customer based on user defined, profile and behavior-based engagement rules

INTELLIGENT DECISIONING

of consumers require some degree of assistance when making purchases online.83%

KEY FEATURES

• Concierge automatically creates visitor personas to leverage in your engagement strategy: - Site activity - Referral URLs - Page Visits - Engagement O�ers - Engagements - Cart Values - Custom Tags

• Engagement decisions evaluate a wide range of criteria: - Page data - Visitor profile data - Schedule and date ranges - Visit actions and behavior - Custom data from third-

party systems

• The rules engine supports both reactive engagement options and proactive o�ers for multiple engagement channels—Chat, Knowledge and Email.

• The Element Mapper enables business users to identify and map elements on web pages without any assistance from IT and uses real-time customer behavior to define engagement rules.

• Mapped elements and engagement rules can be extended across multiple web pages and properties to maximize portability and e�ciency. No coding skills or technical assistance is required!

8 | MOXIE CONCIERGE

While companies continue to spend millions each year driving tra�c to their sites, only 29% engage visitors once they arrive, giving the impression of an empty storefront. How can companies ensure that customers don’t just get to the door, but continue through it?

By receiving proactive and reactive engagement o�ers to chat, send messages, or review helpful information within Moxie Concierge, customers can easily interact with a company on any device. By guiding customers through their journey, brands benefit from increased conversion rates and average order value.

DIGITAL ENGAGEMENT

Useful Information Email Management Live Chat

of companies invest in engagement with their digital customers.Only 29%

KEY FEATURES

• Provide valuable interactions via the engagement channel preferred by each individual customer throughout their entire journey

• Digital engagement channels can be o�ered proactively or reactively: - Useful Information:

Delivers contextually relevant knowledge articles from Moxie’s powerful knowledgebase

- Email Management: Enable visitors to send messages and ask questions through email messaging

- Live Chat: Provides the same level of service as in-store representatives to guide visitors as they browse your site

• Leverage visitor behavior and data to determine engagement strategy

• Modify the appearance of engagements to align with website branding

• Present a responsive yet consistent experience across mobile, tablet and desktop with a single configuration

10 | MOXIE CONCIERGE

Analytics play a crucial role in helping enterprises become smarter, more productive, and make better business decisions.

PERFORMANCE ANALYTICS

Concierge’s Performance Analytics include cutting edge technology and conversion-focused reports that measure the impact and outcome of engagements, while providing clear visibility into many factors:• Engagement Rates• Conversion Rates• AOV• Uplift• Agent Performance• Agent Performance

NO FILTERS

OFFERS AND DECISIONS BY DEVICE TYPENO FILTERS

CONVERSIONS BY DEVICE

NO FILTERS

TOP PERFORMING AGENTS

iPad: 62

And

roi:

187

Mac

: 179

iPad

: 151

Deskto

p: 141

iPhone: 135

Mac: 168

iPad: 167

iPhone: 150

Desktop: 148

Android: 135

Mac: 161

iPhone: 154

Android: 153

Desktop: 152

iPad: 134

Desktop: 68

Android: 71

Mac: 75

iPhone: 77

Android: 63

iPad: 70

Desktop: 70

iPhone: 70Mac: 98Mac: 77

Android: 81iPhone: 83

Desktop: 86

iPad: 86

iPhone: 67

Android: 67

iPad: 69

Mac: 75

Desktop: 82

iPad: 70

Android: 76

iPhone: 83

Deskt

op: 8

4M

ac: 8

5iP

hone

: 70

iPad

: 70

Des

ktop

: 85

And

roid

: 87

Mac

: 94

Ignored

353

Accepted

372

Rejeje ected412

Ignored

360

Accepted

398

Rejejeec

ted

406

793

Igno

red

768Accepted

754Rejeje ected

Article2,315

1,1,1, 37

Email

1,1,1,64Cha

t

Android

Desktop

Mac

iPad

iPhone

false

true

false

true

false

true

false

true

false

true

Berenice Towne

Eugene Kerluke

Kira Marks

Kory Morissette

Dale Walter

Clovis Mueller V

Don Breitenberg

Uriel Schamberger

Mozelle Keeling

Lorenza Lueilwitz

0 500 1,000 1,500 2,000 2,500 3,000

790

920

769

915

800

1,012

738

879

806

890

103

31

121

35

105

36

101

35

102

39

13%

3%

16%

4%

13%

4%

14%

4%

13%

4%

$5,186

$5,663

$4,751

$4,530

$5,288

$4,548

$4,627

$5,368

$4,711

$4,710

$534,171

$177,682

$574,983

$159,802

$555,240

$163,080

$467,381

$189,447

$480,582

$182,140

DEVICETYPE

ENGAGED VISITS CONVERSIONS CONVERSION%

CONVERSIONVALUE

AVERAGECONVERSION

CONVERSIONS BY DEVICE

true $182,140

ENGAGED CONVERSION

2,000

CONVERSIONS BY DEVICE

TOP PERFORMING AGENTS

KEY FEATURES

• Interactive and user-friendly dashboard: - Visualizations - Report Templates - Tabular Data - Graphical Data - Hover Details - Drill-down details

• Cross-device reports compare elements specific to mobile, tablet or desktop visitors

• All reporting is intuitively web-based for business-user accessibility across devices

• Pre-configured reports monitor engagements, conversions, conversion value and uplift

• Performance-based reports evaluate performance of agents, knowledge articles and engagement rules

• Cross-channel reports compare performance of Chat, Email and Knowledge engagements

of consumers say a personalized experience impacts their purchase decision90%

12 | MOXIE CONCIERGE

MOBILE

With the exponential growth of mobile adoption, deploying a mobile engagement strategy is no longer a competitive advantage, but a necessity.

Mobile experience has an indisputable impact on eCommerce conversion rates:• 90% of American adults have a mobile

phone and 42% own a tablet• 4 out of 5 consumers use smartphones to shop• 84% of US adults have conducted an online

transaction through a mobile device

of tablet owners make purchases from their devices on a weekly basis.72%

KEY FEATURES

• Moxie Concierge allows business users to create a single configuration of the engagement format that intuitively responds to di�erent mobile devices, providing a common user experience across mobile, tablet or desktop.

• Ensure an ideal mobile experience by preventing interruption in browsing, o�ering the ability to hide channels not currently in use and individualizing engagement based on mobile personas.

• Adaptive design also enables customization, aligning digital engagements with website branding, including colors, icons and text.

ABOUT MOXIE

14 | MOXIE CONCIERGE

ABOUT

Moxie enables enterprises to engage customers early and often across digital devices, increasing customer value at every stage of their journey.

Awareness Engage customers with relevant information and o�ers while they are researching

Consideration Reach out to customers when they are at this critical point to drive conversions

Conversion Guide customers through the conversion process in real time

Retention Build loyalty and keep customers coming back with service via their channel of choice

Through Moxie Concierge, companies can anticipate intent, connect in real time and engage with customers to increase total customer value.

More than 600 of the world’s leading brands in financial services, healthcare, high-tech, retail and travel and hospitality rely on Moxie to build loyalty and drive customer conversion and revenue.

Take your eCommerce to the next level—Go Moxie!

Contact Us

NA: +1-800-474-1149 Int’l: +44-870-904-1122

Corporate Headquarters 150 Mathilda Place Ste 302

Sunnyvale, CA 94086

Austin, Texas 1717 W. 6th Street

Suite 420 Austin, TX 78703

Bellevue, Washington 15 Lake Bellevue Drive

Suite 200 Bellevue, WA 98005

United Kingdom Atlantic House Imperial Way

Reading, RG2 0TD

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Email: info@gomoxie.com Web: gomoxie.com