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goMoxie

Actual vs. Intended Customer Experience: The Major Disconnect

There’s gap between understanding your customers’ actual service experience and the experience you believe your customers are having. Understanding why this is disconnect is happening, the consequences it has for your business, and how you can solve it are critical during this period of digital transformation. You likely intend for your customers’ issues to be resolved in one customer service channel, but the reality is customers often reach out across multiple customer service channels to get their issue resolved.…

goMoxie Survey Finds Consumer Online Shopping Challenges Threaten Post-COVID Sales Recovery

Sixty-two percent of e-commerce consumers who struggle abandon the shopping experience goMoxie, the leading provider of digital guidance solutions, today released a new survey showing that 40% of consumers struggle to complete basic tasks on retail websites—and that most are more likely to abandon the experience or switch to a competitor rather than seek assistance. The findings are especially concerning given the challenges many retailers already face as a result of the COVID-19 pandemic. As a critical holiday shopping…