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Aug 25, 2015
Contact Center
Customer Experience
Customer Service
Omni-Channel
Online Engagement

Digital Transformation: The Choice Investment

While call centers are still an important cog in the omni-channel universe, the efficiencies, cost savings and customer satisfaction gained from the live and automated online engagement tools firmly stand as compelling proof that the greatest reward comes from investing in digital transformation.
Aug 19, 2015
Customer Experience
Customer Satisfaction
Online Engagement
Telco Industry

J.D. Power Studies Show that Leading Telcos Thrive Due to Online Support via Chat

by Marina Kalika, TouchCommerce Director of Product Marketing

Wireless carriers have sought for years to divert customer service and support contacts away from phones and into more efficient online channels. J.D. Power & Associates, in recent studies, has shown that carriers are making real headway in this effort, and that the result is higher customer satisfaction with the service – especially if the customer interacts with the carrier via chat.
Aug 11, 2015
Customer Experience
Customer Service
Online Engagement

How to Use Digital Engagement to Truly Care for Your Customers

By Jane Goodayle, TouchCommerce Marketing Director, Northern Europe - See more at: http://www.touchcommerce.com/our-resources/blog#sthash.qYAiMIJt.dpuf
By Jane Goodayle, TouchCommerce Marketing Director, Northern Europe - See more at: http://www.touchcommerce.com/our-resources/blog#sthash.qYAiMIJt.dpuf
By Jane Goodayle, TouchCommerce Marketing Director, Northern Europe

What are your customer care goals? Improving your CSAT scores, reducing your AHT, measuring customer effort score and making it easier for customers to do business with you? Whatever your goals for care, it is fair to say that digital engagement is pivotal to any customer care strategy.
Aug 4, 2015
Customer Experience
Omni-Channel
Online Engagement
Telco Industry
TouchCommerce

T-Mobile, Seizing Third Place in Cellular, Is Showing Competing Telcos How Branding Is Done

by George Skaff, TouchCommerce CMO

The market research firm GSMA Intelligence now projects that T-Mobile has become the nation’s third-largest wireless carrier. This achievement is most-likely the result of T-Mobile’s campaign to set itself apart from its competitors by establishing brand resonance.
Jul 28, 2015
Customer Experience
Customer Service
eCommerce
mCommerce
Mobile Channel
Optimization

How to Get a Mobile Customer to Click the “BUY” Button

An Econsultancy study shows that for a growing number of people, their mobile device has become the only world they know. Think about it; with all of the innovations being made on smartphones, what is there left to do that can’t be done on a mobile device? Not much - except to make online purchases with ease. Although most shoppers love to shop on their phone because of the convenience, smartphones are not the first choice for the actual buying activity.
Jul 21, 2015
Analytics
Contact Center
Customer Satisfaction
Customer Service
eCommerce

Is There a Link between Technology and Customer Satisfaction?

By Jane Goodayle, TouchCommerce Marketing Director, Northern Europe


The latest results from the UK Customer Satisfaction Index published this week provide some interesting insight into the customer service industry within the UK. This year’s headlines state that while customer satisfaction has seemingly flat-lined across the board, traditionally under-performing verticals such as banking, transport and utilities, have bucked the trend and are performing well. In the US, results of the American Customer Satisfaction Index show a drop in overall CSAT. However, among the highest customer satisfaction scores is the ecommerce industry, where customer service technology is a higher priority.

Jul 14, 2015
Customer Experience
Online Engagement
TouchCommerce

4 Ways to Manage First Impressions with Online Customer Engagement

Manage the first impression. It doesn’t matter if it is the first time or the 500th time you are interacting with a customer; manage the first impression to create a positive start to all interactions that will follow. – Shep Hyken
Jul 7, 2015
Customer Experience
Omni-Channel
TouchMedia

How do you turn an online brand and offline brand into one unified brand?

For years, marketers have used online ads to lead to offline spending. For example, an online coupon can be printed or scanned to be used towards an in-store purchase. But what about using offline ads that lead to online spending? Or better yet, interconnecting offline and online ads to be a part of one consistent brand experience?
Jun 30, 2015
Customer Experience
Customer Satisfaction
News

Evidence of Winning Customers

Customers win big when they partner with TouchCommerce. How do we know that? The proof is in the pudding. Not only do our customers see exceptional results in their customer conversions and satisfaction, but they receive awards for their innovative customer experiences that were developed through our partnership. And some of these customers go out of their way to proclaim their satisfaction and delight. How can you see the proof of our winning customers? By tasting the pudding.
Jun 23, 2015
Customer Experience
Customer Service
mCommerce
Mobile Channel
Omni-Channel
Online Engagement
Retail
TouchMedia
TouchStore

3 Ways to Encourage Smartphone Conversions

The increase in new smartphone users may be the cause of the decrease in the percentage of mobile conversions.

With this in mind, what measures can be taken to help new smartphone owners get on board to the mobile mindset? Education is the key. Come alongside these not-so-tech-savvy consumers and show them the ropes. Here’s how: