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Apr 18, 2014

Listen to the Voices! Why Use VoC to Understand Your Customers?

With so many businesses coming on board to data analytics, much more is known about the customer than ever before. Insights gained through touch points like chat, automated guides, targeted offers, and surveys are valuable gems you can use to increase your overall customer satisfaction. Imagine how you could improve your customer engagement if you knew your customers’ likes, dislikes or points of concern or confusion. It has become increasingly vital to truly understand the ins and outs of your customers.
Apr 10, 2014
Customer Experience
mCommerce
Mobile Channel
Omni-Channel

Have a Mobile Chat with Us!

Imagine being able to get personal online customer care on your smartphone. Now is your chance to experience that first-hand. We are so proud of the level of expertise that is used in our mobile chat feature that we invite you to try it out on your mobile device. We use our mobile chat feature on our own site, so go to the TouchCommerce.com homepage and give it a test run - see the difference we can make in your own mobile engagement.
Apr 3, 2014
Customer Experience
eCommerce
mCommerce
Omni-Channel

5 Ways Mobile Can Work for Brick-and-Mortar Stores

Some brick-and-mortar stores are experiencing negative effects from the growing trend of showrooming - where customers only visit their store to see and touch the merchandise before they find a better price for it online through their mobile device. Essentially, the physical store is being used as a showroom for their competitors because of the retail opportunities provided through mobile. But how can these traditional store owners turn the situation around and make mobile work for them?

This infographic illustrates ways that brick-and-mortar retailers can actually enhance their in-store shopping experience with mobile.

Mar 27, 2014

Minding Your P's and Q's of Customer Care

Online customer engagement encompasses so much more than that initial contact and sale with the consumer. The crucial element in engagement is giving your customers reason to stick with you. Doing business with your company must be effortless, efficient, and tailored to each individual customer. In other words, don’t just sell to the customer – take care of them.

Forrester analyst Kate Leggett often refers to the 4 P's of Customer Service, which pretty much describes our view of what customer care should be. However, we take this concept a step further - or, rather, a letter further.
Mar 21, 2014
Analytics
TouchCommerce

Spreading the TouchCommerce Way - Speaking about Analytics

Jessica Langdorf, TouchCommerce VP, Talks Analytics at BigConf in D.C.

The TouchCommerce Way is all about combining the two worlds of technology and personal experience.  With Ecommerce, managing data is extremely high tech; but without the human experience, that data means nothing.  The question arises - how do you marry the two extremes of machine and human touch?

The answer to that question is a vital element in personalized customer engagement, and we feel that in order to give your customers exceptional service, you must be aware of this answer, too. That's why we've set out to spread the TouchCommerce Way.
Mar 13, 2014
Customer Experience
Mobile Channel
Omni-Channel

7 Imaginary Objections to Mobile Engagement

According to the Adobe 2013 Digital Marketing Optimization Survey, 45% of businesses still don't have a mobile-optimized site, which means they aren't taking advantage of the unique customer engagement opportunities that mobile provides. In a world where 6 out of 7 people have a mobile phone, why wouldn't a business take advantage of this obvious retail opportunity?  We've drawn together a list of possible arguments a hesitant business might have when faced with the question of mobile engagement.
Mar 7, 2014
Customer Experience
Customer Satisfaction
Customer Service
eCommerce
Omni-Channel
Online Engagement

10 Reasons Customers Prefer Live Chat over Other Forms of Customer Service

When we saw the eDigital stats on customer service in November, we were not surprised by the news that 73% of customers prefer live chat over phone or email customer service. This has been our experience when measuring our own clients' feedback. 
 
So why DO customers choose to engage in chat when seeking help?
Feb 28, 2014
Analytics
Implementation
Online Engagement
Optimization

Secrets to Web Chat Implementation

Contributed by Nick Williams-Howes, Chat Pro

​Implementing web chat is not a start-and-stop project; it’s an ongoing journey for your entire organization. That is the one bit of advice you should take away from this, even if you stop reading now. Chat tools are much more than a way of instant messaging your site visitors, and you must continuously educate your staff on the capabilities of your chosen chat tool. 
the catalyst for the next wave of innovation
Feb 24, 2014
eCommerce
News
Omni-Channel
TouchCommerce

TouchCommerce to Present on Omni-Channel Consumer Engagement at SoCal Digital Symposium

TouchCommerce is excited to be taking part in the SoCal Digital Symposium, being held on the campus of California State University Channel Islands in Camarillo, CA on Wednesday, February 26, 2014. Serving as a "hub" for Southern California’s diverse group of tech entrepreneurs, scholars, visionaries, business leaders, developers, and power brokers, the SoCal Digital Symposium (SDS) is intended to spark stimulating discussions on emerging trends, innovative ideas in solutions-oriented cross-disciplinary conversations, and new and relevant strategies, technologies, and techniques. 

Feb 20, 2014

6 Ways to Maximize Online Lead Capture

by Diego Mainetti, Sales & Product Launch Consultant

While some visitors to your website will make their purchases and drive your online conversions, others won’t.  For those who abandon the buy flow, you will still want to capture their information for remarketing purposes, engage with them before they leave your site or even offer an alternate channel to drive the conversion event.  

Lead capture can be a challenge, or even counterproductive, if you annoy your visitors with information, forms or offers that lack timing and relevancy.