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Getting Personal to Improve E-Commerce Conversion Rates

Posted on 6.05.2014

In Q4 2013, ecommerce’s sales conversion rate was 3.06 percent in the U.S. and just 1.17 percent internationally.

Clearly, getting customers to purchase a product or service is no easy feat, but it is something that companies strive for every day. One way that companies are trying to drive higher conversion rates is by using real-time chat features on their websites.

Moxie, a customer engagement platform, has announced the acquisition of technology from SimplyBox that will improve customer engagement on both the front end (where the user interacts with the company) and back end (where the business operates).

On the front end, the acquired technology will “sense” what the user is doing. Whether it be identifying what page the user is on, if they have activated a drop down menu or even what they are typing into a text box, Moxie will be able to track it. On the back end, Moxie will be able to access information about customers previous shopping purchases and be able to deliver that information to company salespeople in real-time.

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“Being able to tailor your message back to the customer is huge because that leads to a better customer experience which in turn leads to more loyal customers, said Nikhil Govindaraj, VP of Moxie products. “It helps us sort of anticipate and then of course provide a great customer experience when you’re engaging with a customer.”

The hope is that with more personla information about customers, sales teams will be able to deliver personalized messages that will in turn drive higher conversion rates.

Moxie’s customers include 3M, Dell, Nationwide and Staples.

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