TouchCommerce RightTouch™ platform is a flexible online engagement tool. The platforms features have been developed as a result of the sophistication of our programs and in direct response to the internal teams that use it every day.
As a full managed services provider, we manage the agent population for many of our clients across the globe. With our conversion marketing roots we had to develop a platform that was scalable, efficient and effective in order to manage global teams and thousands of agents.
The RightTouch platform does more than just enable chat; it has superior routing functionality allowing for myriad attributes to identify agents in order to efficiently connect them with the right customer at the right time with the right knowledge and skill set. It includes a robust targeting engine that can control unlimited business rules across the site, with the ability to identify in-session browsing behavior, search terms, referring URL's and site activity to present the right level of engagement be it a guide, offer, chat or call at the right time to the right visitor.
The customer interface is a patented DIV layer experience allowing for chat, offers, guides, or any HTML5 content to be delivered seamlessly. This experience is not a secondary browser window; it is a tag based system that travels with the site as the visitor navigates so the conversation or content is never pushed behind the primary window as it is with other solutions.
As an advantage to its customers, TouchCommerce doesn't advocate its own branding in its chat skins. This enables a seamless customer experience which allows TouchCommerce to enjoy a 20% interaction rate - almost twice that of the industry average.
The TouchCommerce solution was built to engage consumers online efficiently and effectively. TouchCommerce maintains an extensive data warehouse with the ability to mine, report, and segment data across more than 100 metrics with more than 20 dimensions. The automation engine enables automated solutions such as guides, offers, surveys and content to assist and route customers efficiently through the site directly to the necessary content. It was built and is continually refined through feedback from the agents who use the technology directly.
We have broken our technology out into two sections:
The technology has grown over the years to include sophisticated routing capabilities, targeting and automation engines that enable our agent-less solutions, and ensure that we can target the right visitor with the right message at the right time to drive engagement.
Our Data Warehouse infrastructure and the administrative and reporting interface, called TouchPortal, used to access the data are true game changers. We all have data – lots of it. It is not how much data you collect but what you do with it and how accessible the data is that really matters. We collect a lot of data through our tags to identify real-time behavior patterns that we use to optimize and design our engagement solutions. And we also capture quite a bit of data through our chat interactions with customers. This customer insight is invaluable to our clients and offers a wide variety of reports as well as 24/7 availability so that our clients can access the rich data we collect. We have custom reporting capabilities as well as standard reports available to all clients.