TouchCommerce Corporate Intro - Sep 2014

TouchCommerce:

Sep 2014

An Introduction

© 2014 TouchCommerce. All rights reserved. | 2

$4 Trillion worth of merchandise will be abandoned in online shopping carts this year

74% of online shopping carts were abandoned by shoppers in 2013

75% of shoppers who have abandoned shopping carts say they plan to return to the retailer’s website or store to make a purchase

63% of abandoned carts are potentially recoverable

There Is a Better Way …

Abandoned in carts4tn

Plan to return to buy

(Source: BusinessInsider, Apr 2014)

Of carts abandoned74% 63%

Can be recovered


TouchCommerce Overview

The innovative leader in omni-channel engagement solutions

• Innovation leader and specialist in omni-channel engagement solutions since 1999.

• Award-winning Technology Platform and Mobile Solution with an emphasis on data, self service and automation

• Focused on Enterprise Global F1000 eCommerce companies

• Real-time customer targeting engine leverages “BIG DATA” to target and engage customers in a personalized digital assistance experience on desktops, tablets and smart phones across channels

• Operating in 16 countries across North America, EMEA, and Japan


We partner with market-leading brands to drive dramatic improvements in customer acquisition, cross-sell, retention and use of self-service. For a full list go to www.touchcommerce.com/clients

Telecom & Media

Financial Services

Travel & Hospitality

Direct Response & Retail

http://www.touchcommerce.com/clients


The TouchCommerce Way

Our company was built with

a results-driven retail perspective

to replicate and enhance the in-store

customer experience online.

We optimize results, by combining our

platform, solutions and managed

services capabilities.


In head-to-head comparisons vs. competition: TouchCommerce delivers higher conversion 100% of the time and significantly reduces support costs.

Increase

sales

Reduce

support costs

25% sales conversion uplift

15%increase in avg

order value

70% of chat sales are

incremental

25% reduction in

online support costs

35% increase in

e-billing applications

20% increase in self-service transactions

Our Platform



RightTouch® is our proprietary technology platform (targeting engine) that

we continuously refine and update to deepen understanding of your site visitor.

As a result, we identify and engage your highest-potential customers at the point of

abandonment and provide the right information in the right context. Through

customized support (automated and agent-based chat) we optimize each sale and

self-service transaction across the desktop, laptop, tablet or smartphone.

Our patented interface created in HTML5 seamlessly integrates with smartphone

and tablet devices. No additional software or installations needed.


Tools

RightTouch® is supported by a suite of proven and easily integrated engagement tools that maximize its power.

TouchChat the industry’s most advanced live chat application

TouchVoice a seamless chat-to-live call transition

TouchBrowse a screen-sharing tool to achieve faster resolutions

TouchGuides intelligent routing to solve recurring issues quickly

TouchContent a sales and marketing tool to deliver personalized rich content

TouchSurvey a simple interface to gather instant customer feedback


Our Solutions

Delivering Exceptional Customer Experience


3% increase in

e-billing applications

Customer Acquisition

Customer Care and Retention

Combined or stand-alone, the fully-integrated custom solutions we create for customer acquisition and customer care and retention contribute to an enhanced online or in-store customer experience and increase self-service.


Effective Online Engagement Solutions

TouchSell TouchCare

TouchStore

TouchConnect

http://www.touchcommerce.com/touchsell

http://www.touchcommerce.com/touchcare

http://www.touchcommerce.com/touchstore

http://www.touchcommerce.com/touchconnect


TouchSell Solution

• Boost conversion rates – from browsers to buyers

• Reduce cart abandonment rate

• Increase ecommerce revenue

• Improve operational efficiency

• Identify and drive up-sell and cross-sell opportunities

• TouchSell makes this possible by combining the RightTouch® platform with our expertise in conversion marketing.

TouchSell helps ecommerce companies convert online shoppers into real buyers by reducing cart abandonment rate.

TouchSell. Increased Conversion Rates. Guaranteed.


TouchCare Solution

• Deliver customer satisfaction (CSAT) scores above 80%

• Enable online channel to proactively serve customers

• Focus on account support, service and retention with value in call deflection, first contact resolution and customer lifetime value

• Identify account growth opportunities and proactively target those customers that have high propensity to churn

• Accelerate move to self-service

TouchCare. Personalized Customer Experience. Guaranteed.

TouchCare helps ecommerce companies achieve superior customer experience and reduce support cost and churn.


TouchConnect Solution

Reduce enterprise support costs

• Deflect future calls – move to self-service, Next Call Prevention

• Promote cost-saving actions (such as signing up for e-bills)

TouchConnect. Faster Self-Service Adoption. Guaranteed.

Faster adoption of self-service by customers

• Train visitors on self-service tasks while resolving their immediate issues

• Increase customer confidence to self-serve

Increase customer satisfaction (CSAT score)

• Enhance customer loyalty by providing immediate response while migrating customers to self-service

• Provide personalized offers

Targeted for contact centers, TouchConnect accelerates customers’ adoption of self-service through online engagement tools, while enhancing overall omni-channel experience.


TouchStore Solution

Targeted for retailers and enterprises with retail locations to convert in-store browsers into real buyers

Addresses show-rooming concerns and is applicable for both sales and care scenarios

Offers real benefits for enterprises such as increased revenue, improved operational efficiency and additional targeting capabilities

Provide consumers with tangible benefits such as enhanced shopping experience and increased in-store satisfaction

Uses existing technology (QR Codes & TXT) to enable our online engagements tools

TouchStore. Hassle-free shopping. Guaranteed.

TouchStore enhances the omni-channel retail experience for brands and shoppers with personalized online assistance, by leveraging the use of smartphones in the stores.


Our Managed Services


Managed Services: Dedicated Expert Teams

Unlike our competitors which provide software alone, we understand that

software alone cannot produce optimal results. Our dedicated expert

teams design, develop and deliver customized programs that exploit the

full potential of our technology platform. Here’s how:

1) Define

Our Business Planning Teams work

to understand your goals to define

the sales targets and metrics

important to you.

2) Engage

Using powerful targeting rules, our

Service Agents engage with identified

visitors to drive incremental sales.

3) Optimize

Our Results Optimization Teams analyze chat transcripts and

browsing behavior to provide actionable recommendations.


Conversion Lift Agency

Account & Client Services

Industry Strategist

Account Manager

Implementation

Launch Director

Deployment Engineer

Implementation Team

Program Design

Solution Designer

UI Graphic Designer

Copy & Script Writer

Optimization & Analytics

Business Analyst

Custom Report Analyst

VOCSpecialist

Agent Operations

Hiring

Training

Agent Outsourcing

QA


Product Demo

Live and Screen Shots

www.touchcommerce.com/demos

http://www.touchcommerce.com/demos

Serving the Omni-Channel Eco-System…

21

Om

ni-c

hann

el C

usto

mer

E

ngag

emen

t H

ub

Multi-device Delivery: Desktop, Tablet, Smartphone

Omni-Channel Real-Time Targeting & Personalization for Self-Service and Online Engagements

• TouchContent

• TouchGuides

• TouchSurvey

• TouchChat

• TouchVoice

• TouchBrowse

© 2014 TouchCommerce. All rights reserved. |

Consumer

Web

Social

Print

Email

TV

Store


Optimized ResultsTouchCommerce is the innovator in custom online engagement solutions that optimize conversion results for market-leading brands.

Our results-driven retail perspective informs how we combine:

Solutionsto address conversion challenges in the acquisition, sales and customer care channels, driven by a performance pricing model that guarantees results

Platformsupplies the proven technology to identify and engage high-value visitors in real-time

Managed Services

with a retail perspective and dedicated conversion focus that leverage an innovative engagement window and product suite


The Bottom Line

99% client retention rate with market-leading brands

7 of top 10 worldwide telecom and media companies are our clients

25% sales conversion uplift

10% increase in average order value

25% reduction in online support costs

Head-to-head comparisons vs. competition: TouchCommerce provides higher conversions 100% of the time


Better engagements. Guaranteed results.™

For additional information:www.touchcommerce.com @touchcommerce /touchcommerce

Date post:	07-Dec-2014
Category:	Technology
Upload:	george-skaff
View:	124 times
Download:	0 times