• September 18, 2012
  • By Leonard Klie, Editor, CRM magazine and SmartCustomerService.com

Moxie Releases an Enhanced Knowledge Spaces

Moxie Software, a provider of customer-centric enterprise social software, has released a new version of Knowledge Spaces, which includes a customer experience portal - a widgetized, Web self-service application that allows business users to deliver personalized online customer experiences.

This allows companies to pick and choose which elements of the portal they use to create the customer experience, according to Nikhil Govindaraj, vice president of products at Moxie Software. "There's a lot of functionality that they can turn on and off right within the application," he says.

Moxie Software's TM Knowledge Spaces, a component of the Spaces by Moxie suite, now includes the following:

  • Customer experience portal: this self-service portal addresses customer questions in the context of the online experience. HTML widgets are available for the search experience, hot topics, top FAQs and latest articles. An elegant escalation to assisted service is also available to support customers.
  • Improved search functionality: includes enhancements to faceting, numeric processing and term boosting, giving organizations the tools they need to assure optimal customer experiences.
  • Simple customization and integration: a RESTful API and content widgets enable flexible and highly customizable solutions for personalized customer experiences.

Govindaraj says these elements, together, make it easier for customers to search company knowledge bases for "relevant information at the point when and where they need it.."

The improved search functionality, Govindaraj adds, also caters to power users, like field service reps and contact center agents, who use the company's knowledge bases all the time. "This makes it easier for them to find and absorb information and deliver it to the customer when he needs it," he says.

Moxie's comprehensive integration framework, Spaces Connect, has expanded the connectivity between the Spaces by Moxie suite of applications and third-party applications, including Salesforce.com's Service Cloud. Spaces integration with Salesforce.com's Service Cloud for Knowledge Spaces is available from Moxie for customers of Salesforce Professional and Enterprise editions. The company is currently exploring other integrations with SAP, Microsoft Dynamics, and other CRM systems, Govindaraj says.

"Differentiating the online customer experience is critical for organizations to develop and maintain brand loyalty," Govindaraj, says. "Organizations want to provide their customers with a reliable, branded online experience. The latest version of Moxie's Knowledge Spaces meets the needs of socially-connected organizations to dynamically manage information with minimum IT involvement." 

The end result, he says, is a "much better, more intuitive, more modern" experience for the customer, one that is "richer, better, and more in line with what customers expect today when they are on a Web site."

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