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Dec 18, 2014
Customer Experience
Customer Service
eCommerce
mCommerce
Omni-Channel
Retail

Cyber Monday Data Showing Smart Phones Becoming the Retailer’s Friends

by George Skaff, TouchCommerce CMO

The early returns for the holiday shopping season are in. Retail analysts are not overly impressed with sales volumes overall, but an intriguing picture is emerging, not so much about what consumers are buying or how much, but of how they are going about it. Shopping, to a record-setting degree, is becoming a mobile phenomenon.
Dec 10, 2014
Agent Reporting Interface
Online Engagement
TouchCommerce

The Power of Contact Center Agent Reporting

Contact center management teams monitor agent progress using an agent reporting interface. It should provide a real-time view of program and agent performance, which enables management to diagnose issues and reach out to agents for coaching on a regular basis. Agent reporting acts as a powerful and effective tool for your customer engagement strategies.
Dec 3, 2014
Conversion
Customer Experience
eCommerce
mCommerce
Omni-Channel
Online Engagement
Retail

6 Reasons Online Customers Abandon Shopping Carts

It’s Holiday Shopping Palooza time, and your retail site is bombarded with gift-hungry shoppers. That’s a good thing – but only if those shoppers actually convert. With the increase in site visitors comes an increase in shopping cart abandoners. It’s a natural part of the shopping experience, but as a retailer, you want to capture these shoppers before they leave. In order to do this, you need to understand some of the reasons they may leave their shopping carts behind.
Nov 26, 2014
eCommerce
Mobile Channel
Omni-Channel
Online Engagement

What's so great about Cyber Monday?

​Black Friday is the favorite kick starter for the holiday shopping season, but Cyber Monday's popularity is gaining more ground each year. IBS World reports that we should expect a record double-digit growth of 15% in Cyber Monday sales this year, and more than half of holiday shoppers plan to do some shopping online.

Take a look at this infographic describing the Cyber Monday shopper.
Nov 11, 2014
Customer Experience
eCommerce
Omni-Channel
Online Engagement
TouchStore

Brick-and-Mortar and Online Retail No Longer Enemies

No more will you see headlines such as “Brick-and-Mortar vs Ecommerce” or “Online Retailing Threatens Physical Stores”. Those days are in the past now that omni-channel mentality has become prominent in the retail world. Omni-channel brings all channels together as one seamless shopping experience; brick-and-mortar and online now work together for those businesses who embrace it.
Nov 6, 2014
Omni-Channel
Online Engagement
TouchCommerce

Guaranteed Results of Innovative Customer Engagement

When a company looks for an online engagement solutions provider, they are sure to learn all about the services and products of the vendors they seek out. That’s an easy presentation to make. Here at TouchCommerce, our innovative, customized solutions and one-of-a-kind partnership philosophy shine so brightly, that our history of guaranteed results can sometimes get overlooked. So, for your convenience, we’ve listed a few below. 
Nov 4, 2014
Financial Services Industry
Online Engagement
TouchCommerce

Financial Services Engaging with Their Customers

What kind of customer engagement do companies in the financial services industry need? Companies in this category come to TouchCommerce with a unique set of challenges. Their customers entrust them with their funds or personal life functions such as insurance or investments; this demands a high level of trust and personalized service. Yet, in providing an outstanding customer experience, companies in the financial services industry want to be as cost-efficient as possible.
Oct 27, 2014
Customer Experience
Customer Service
Online Engagement

What to Look for in a Customer Experience Representative

Yes, you read correctly. Customer Experience Representative – not just Service. In today’s omni-channel world, your company’s customer assistants need to represent your brand’s overall experience. For that reason, look for and train agents who can exhibit the qualities you want your customers to see when doing business with your company. We’ve provided a list of these attributes below. Decide which ones best fit the feel of your company, then staff your customer experience centers with the agents who have them. 
Oct 16, 2014
Customer Experience
Customer Service
eCommerce
Omni-Channel

Omni-Channel Service without Multi-Channel Excellence?

Your customer care is only as strong as its weakest channel.

Multi-Channel Becomes Omni-Channel

Not long ago, the industry buzz in the ecommerce world was the concept of "multi-channel" shopping. Retailers had to adjust to the fact that their customers were shopping in more than one way. They weren't just making purchases online. Nor were they only buying products in-store. Consumers were coming at the retailer from several different touch points; as a result, customer experience became fragmented and confusing. As time progressed, and consumers' love for all things digital grew, the "multi-channel" concept morphed into "omni-channel" - or "all channels". Yes, customers today are still using multiple channels, but no longer are the channels engaging with the customer independently of each other. The silos have been torn down and all channels need to work together as one in giving the customer a seamless shopping experience. 
Oct 9, 2014
Customer Experience
Customer Service
eCommerce

Why Self-Serve for Online Holiday Shopping?

Even though personal customer service is the ultimate in online customer experience, let's remember the nature of shopping for holiday gifts online: you're doing it alone. When people sit down with their laptop or tablet, they are probably the only one looking at it. It's a solo affair unless they have someone looking over their shoulder. But even so, only one person is in control of the journey.