Ask a communications expert about the distinctions between internal and external communications, and odds are good he or she will tell you the barriers aren’t as strong as they used to be.
The folks at Moxie Software agree. It’s the reason it integrated its social media software packages (Customer Spaces and Employee Spaces) so that employees can find what they need to know.
“What we do is connect people to people, whether those people are employees or customers or partners,” says Tara Sporrer, Moxie’s vice president of marketing and sales operations.
Moxie has offered its Customer Spaces software for years, Sporrer says, while Employee Spaces is relatively new.
Customer Spaces facilitates customer response, sort of like a call center, with sales agents answering customer questions and concerns. The difference is the Customer Spaces software handles customer interactions from a slew of different sources—email, texts, and social media.
A “unified customer history” page shows every interaction with a customer so agents know every interaction a customer has had with the company.