Telefonica invests in customer chat solution

Operator group Telefonica has implemented a chat application to power its customer service and support its operations in Spain. The group has invested in software provider Moxie Software’s Chat Spaces solution as it looks to engage customers across multiple communication channels.

The solution enables Telefónica Spain customer service supervisors to manage and monitor active sessions and access real-time and historical reports. The application also allows the operator to provide differentiated and personalised customer experience at scale, according to Moxie Software.

The vendor claims the solution will enable Telefónica to extend the same customer experience available via the phone to its website; allow customers communicate in real-time with an agent via online chat; engage with customers browsing the website to provide non-intrusive assistance as needed; and generate revenue and decrease shopping cart abandonment.

“With millions of customers, Telefónica has focused its strategy on becoming a leading company in the digital world,” said Mario Soro, director of CRM technology at Telefónica Spain. “We are always looking for innovative technologies that strengthen our customer engagement strategy. In a complex organization such as ours, Moxie Software provided us with a highly customizable and flexible solution to attract and retain customers.”

Moxie Software president and CEO Tom Kelly  added that it is critical for market leaders to “deliver superior online experiences and to stay connected with their customers.”