Telefonica Spain on Wednesday announced it is adding online chat to its customer service channels in a bid to drive deeper engagement with its user base and win new subscribers.
To achieve this, the incumbent is using Moxie Software's Chat Spaces application, which enables customer service agents to target visitors to Telefonica's Website and to steer prospective customers towards suitable tariffs and devices as a means of lowering what Moxie calls "shopping cart abandonment".
"We are always looking for innovative technologies that strengthen our customer engagement strategy," said Mario Soro, director of CRM technology at Telefonica Spain, in a statement. "In a complex organisation such as ours, Moxie Software provided us with a highly-customisable and flexible solution to attract and retain customers."
Supervisors at Telefonica Spain's customer service department will also be able to monitor chat sessions in real time, and access historical reports.
"It is critical for market leaders to deliver superior online experiences and to stay connected with their customers," said Tom Kelly, CEO of Moxie Software. "Moxie Software shares Telefonica's vision of delivering a high level of service and support to customers through their channel of choice."