By business.com editorial staff, business.com Writer | Updated Nov 18, 2018
Customer support in today’s digital world is increasingly handled by live chat. Enterprise chat software provides the familiar text messaging customers demand and gathers data from these chats to enable your company to better meet its sales and marketing goals. In our review of the best enterprise chat software, Moxie earned its spot by offering a product that makes it easier for agents to handle multiple chats in an efficient and helpful way. With customers like Dell, Crocs, Nationwide and Epson, you can be confident that Moxie provides enterprise chat software that is both unique and powerful.
The operator dashboard of this corporate chat is impressive. Operators can monitor and chat with any visitor on the site through the dashboard, but they can also use it to browse the web. This makes multitasking easy and allows operators to search the web for specific pages that will best help the customer. Concurrent chats are shown in separate windows at the bottom of the dashboard.
Two timers are built into each chat window of the Moxie business chat software. One keeps track of the total time a customer is on the chat. The other monitors how long it takes the agent to respond to customer questions. Each timer is color-coded so operators can see how they are doing. Administrators can set a company-wide goal for all timers or set-up each timer differently, according to department or chat tier level. If the company goal is to respond to customer queries within 20 seconds, then the response timer will turn red, or whatever color you choose, if that goal is not met. Reporting for Moxie’s chat software is unusually robust because all actions are recorded using these timers. This makes an individual's proficiency and productivity easy to measure.
Moxie’s SSL-encrypted channel protects every live and stored chat. Other special security for customers allows them to disable any file being sent from the operator and reject co-browse invitations. If a visitor is spamming your operators or chatting inappropriately, you are also able to block his or her IP address, preventing the spammer from any future contact with the company.
The company’s support team is available by chat, email and phone 24 hours a day, 365 days a year. However, you need a customer password to log in to this area, which is rich with information that might be enticing to a prospective customer.
Moxie provides robust enterprise chat software that focuses specifically on helping your company meet customer service productivity goals. Its multitasking environment, powerful administrative functions and proactive engagement tools also make it unique and reliable corporate chat software.