moxie software + microsoft dynamics crm: delivering customer experience excellence
DESCRIPTION
Moxie Software and Microsoft have partnered to provide Microsoft Dynamics CRM with comprehensive multi-channel and knowledge base solutions to deliver superior customer experiences. If you are considering online customer service tools such as email, chat, knowledge base, or web self-service, take a look at these webinar slides detailing the features Moxie Software brings to Dynamics CRM customers.TRANSCRIPT
1 PROPRIETARY &
CONFIDENTIAL 1
MOXIE SOFTWARE +
MICROSOFT DYNAMICS CRM:
DELIVERING CUSTOMER EXPERIENCE EXCELLENCE
Thank you for joining us. We will begin promptly at
9:00am PT / 12:00pm ET.
You will need to use WebEx audio – receive a call back pop-up or
dial-in options available under “Communicate” tab.
All lines are muted. Please use the Chat panel for questions.
2
• Thank you for joining today!
• Submit questions via the WebEx Chat panel & Twitter – @MoxieSoft & @MSDynamicsCRM
• Session will be recorded and sent to attendees with presentation.
• Today’s Speakers:
WELCOME
Ben Werner Nikhil Govindaraj
Senior Product Marketing Manager Vice President, Products
Microsoft Moxie Software
http://www.linkedin.com/in/benwerner
Microsoft Dynamics CRM Momentum Forrester CRM Wave Report
Gartner Magic Quadrant*
Key Trends Impacting Customer Relationship Management
source: socialnomics.com
An Unprecedented Rate of Change
source: Yale Professor Richard Forster
An Unprecedented Rate of Change
Transform
Exceed
Increase
Placing customer relationships at the center
Tablet Desktop Phone
Cloud On-Premises
Our Foundation
15 PROPRIETARY &
CONFIDENTIAL 15
MOXIE AND MICROSOFT JOIN TO
DELIVER SUPERIOR CUSTOMER
EXPERIENCES
16
• Headquartered in Sunnyvale
• Technology Centers
Bellevue Austin
Bangalore London
ABOUT MOXIE
• 600 Enterprise Customers
• Recognized Leader Gartner MQ
• Domain expertise in customer service &
support
17
MOXIE’S ENTERPRISE CUSTOMER BASE
18
Use Dynamics CRM as the single source
of truth for customer and interaction data.
Single agent desktop that integrates
multi-channel interactions to contact and
case records within Dynamics CRM.
Automatically search the knowledge base
from within the case record for faster
case resolution.
INTEGRATION WITH DYNAMICS CRM OFFERS
DIFFERENTIATED AND PERSONALIZED
CUSTOMER EXPERIENCES AT SCALE.
19
KNOWLEDGE SPACES
• Find the Right Answers: Automatically
search the knowledgebase based on the case
title and display articles
• Publish from Cases: Research and create
answers within a case and publish it to the
knowledgebase
• Provide Consistent Responses: Ensure
quick and accurate communication across all
channels
Knowledge Spaces delivers instant and accurate information directly within Microsoft
Dynamics CRM to help organizations:
20
CHAT SPACES
• Personalize Conversations: Full access to
cases and contacts in Dynamics CRM as
soon as a chat is accepted
• Increase Agent Productivity: Support
multiple, simultaneous chats per agent with
an intuitive interface
• Provide a Single Source of Truth: Ensure
Dynamics CRM is your sole source for
accurate customer data by creating or
updating cases at every touch point
Service Chat Spaces delivers instant help at your customers point of need by accessing
Microsoft Dynamics CRM data to help organizations:
21
SALES CHAT SPACES
• Drive Online Sales: Utilize Dynamics CRM
information to reduce site abandonment and
generate sales
• Personalize Conversations: Full access to
cases and contacts in Dynamics as soon as a
chat is accepted
• Generate Leads: Create leads in Dynamics as
part of a chat session and associate with a case
Sales Chat Spaces proactively engages website visitors by accessing Microsoft Dynamics
CRM data to help organizations:
22
WEB SELF-SERVICE SPACES
• Deliver the Right Answers: Deploy
embeddable widgets (FAQs, hot topics, etc.)
to provide answers exactly where your
customers need them
• Provide Easy Case Management: Allow
customers to open new cases from within the
customer self-service portal
• Enable Consistent Responses: Ensure
instant and accurate information and reduce
cost of more expensive channels
Web Self-Service Spaces delivers instant and accurate information 24x7. By integrating
with Microsoft Dynamics CRM, organizations can:
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• How is it offered?
Available in the Cloud and Onpremise
• How much does it cost?
The integration is FREE
• How can I learn more?
Visit resources.moxiesoft.com/dynamics to view recorded demos,
download data sheets, and request a customized demo
DETAILS. DETAILS
24
• Questions:
• WebEx Chat Panel
• Twitter: @Moxiesoft & @MSDynamicsCRM
• Session recording and presentation will be sent via email
• Contact Moxie:
• +1.800.474.1149
• www.moxiesoft.com
THANK YOU