Moxie Aligns Enterprise Social And Customer Service - InformationWeek
Government // Enterprise Architecture
11:24 AM
Connect Directly

Moxie Aligns Enterprise Social And Customer Service

New Spaces by Moxie platform tightens the connection between internal, employee collaboration and external customer service and support.

6 Social Sites Sitting On The Cutting Edge
6 Social Sites Sitting On The Cutting Edge
(click image for larger view and for slideshow)
Moxie is tightening the connection between its social software for employee collaboration and its traditional products for online customer support through chat, email, and customer-service knowledge base.

Wednesday's announcement of the Spaces by Moxie platform follows through on a direction Moxie CEO Tom Kelly described in an interview last month. Although Moxie's social collaboration platform competes in the enterprise social networking market with vendors such as Jive Software and Yammer, Moxie starts with the assumption that the main reason for getting employees to collaborate is to ensure they provide better, faster answers to customer questions and requests.

[ How can social business play ball? March Madness Has Lessons For Social Marketing. ]

"Our definition of a Moxie social enterprise is driving knowledge out of the enterprise to answer these questions," Kelly said. Although he is all in favor of taking advantage of Facebook-style social interaction for faster online collaborations, "90%" of the interest comes from sales, service and support departments, which tends to be where it pays off most, he said.

Jive Software seemed to be thinking along the same lines with the Customer Service Solution announced earlier this month, which bridges private employee social communities with public support communities. Similarly, Lithium is developing employee collaboration features to pair with its customer community product.

Moxie isn't playing quite the same game because it doesn't compete with Jive and Lithium in the market for customer-support community software, which tends to be focused on peer-to-peer support and social discussion between fans or users of a product. Moxie's products for customer support through email or chat are one-to-one channels, while its knowledge base is self service. That one-to-one communication can still tap into the power of crowdsourcing and collaboration behind the scenes, but its goal is to provide customers with more-definitive answers.

Moxie previously promoted Employee Spaces for internal collaboration and a Customer Spaces customer portal.

Customers were already using the two sides of the system together, but this week's update to the Spaces platform binds them together more tightly, Nikhil Govindaraj, VP of products, said in a briefing prior to the announcement. "We believe what you're doing on the inside can really benefit your customer, and should benefit your customer," he said.

Tara Sporrer, Moxie's vice president of marketing and sales operations, said she is not surprised to see Jive starting down a similar path. "We don't blame them," she said, except that the type of social community Jive offers represents "only a fraction of where customer interactions occur today" as opposed to knowledge base, email, phone, and chat, whereas Moxie offers applications specifically for customer contact centers. "We think Jive is missing a pretty key part of where customer service takes place," she said.

The Spaces by Moxie first-quarter 2012 release also includes an updated integration framework with application programming interfaces and connectors for CRM, ERP, content management, and human resources applications.

Follow David F. Carr on Twitter @davidfcarr. The BrainYard is @thebyard and

The Enterprise 2.0 Conference brings together industry thought leaders to explore the latest innovations in enterprise social software, analytics, and big data tools and technologies. Learn how your business can harness these tools to improve internal business processes and create operational efficiencies. It happens in Boston, June 18-21. Register today!

Comment  | 
Print  | 
More Insights
Newest First  |  Oldest First  |  Threaded View
Chuck Van Court
Chuck Van Court,
User Rank: Apprentice
3/22/2012 | 9:22:03 PM
re: Moxie Aligns Enterprise Social And Customer Service
Knowledge sharing among all internal and external stakeholders across an organizationG«÷s entire ecosystem will someday be the norm and systems that donG«÷t support that will be considered point solutions that are unable to scale as needed for all but the least progressive companies. I am talking smartsourcing and not crowdsourceing here, where stakeholders with the right skills, experience, context and knowledge are selectively brought together for the task at hand.

We obviously like the move by Moxie since our offering was built from the ground up several years ago to do what they are doing now.
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
2017 State of IT Report
In today's technology-driven world, "innovation" has become a basic expectation. IT leaders are tasked with making technical magic, improving customer experience, and boosting the bottom line -- yet often without any increase to the IT budget. How are organizations striking the balance between new initiatives and cost control? Download our report to learn about the biggest challenges and how savvy IT executives are overcoming them.
Twitter Feed
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll