AIB works with Moxie on multi-channel integration

Source: Moxie Software

Moxie Software, Inc., the leading provider of customer-centric enterprise social software, today announced that Allied Irish Bank (AIB) has chosen Spaces by MoxieTM as the platform for its multi-channel customer service initiatives.

As part of its comprehensive customer service strategy, AIB will deploy Moxie Software's chat, co-browse, email, knowledgebase and web self-service customer communication channels.

Customer Benefits:

With banking customer service increasingly moving from the physical branch premises to a mix of channels including contact centers and web self-service, AIB turned to Moxie Software to transform its customer engagement strategy and provide a consistent experience across all customer communication channels. Spaces by Moxie enables AIB to provide customer experience at scale that is differentiated and personalized. Specifically, it enables AIB to:

Quickly provide customers with the answers they're looking for at the click of a button, through live chat support software that connects them directly to AIB customer service representatives;
Connect with customers browsing the AIB website in a non-intrusive, user-friendly environment and guide them through a visual solution that's easy to understand, providing support for online services, including mortgage applications;
Deliver a consistent knowledgebase solution that lets both customers and employees find the right information at the right moment;
Instantly and accurately provide customers with 24x7 access to information through searchable web self-service; and
Intelligently route, manage and respond to customers' email inquiries, increasing customer service agent efficiency while leaving room for personal touches that build brand loyalty.

Commentary and Insights:

"The retail banking landscape is changing - our customers lead busy lives and need to access and interact with the bank in a way that fits their lifestyle," said Ann Boden, COO, Allied Irish Bank. "The local branch, while still important, is now just one channel of many. In adopting a multi-channel strategy, we needed a technology that allowed for the delivery of personal service and replicated it consistently and effectively across chaacross channels."

"If there is one thing that frustrates customers more than anything, it's not being able to get answers to their questions quickly, accurately and consistently," said Tom Kelly, president and CEO, Moxie Software. "By enabling customers and employees to access relevant knowledge and offering new communication channels, AIB will transform its online customer experience."

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