TouchCommerce

When visitors move from the web to the phone, the TouchCommerce™ click-to-call offering supports cross-channel conversions without losing the context of the conversation.

Cross-channel consumers who use the web and phone independently drive up service costs (compared to pure online transactions), are harder to satisfy, and are difficult to track across channels. Click-to-call bridges the channels by allowing consumers to click a button online, specify a phone number where they can be reached, and receive a call from an agent who can see customer navigational details before, during, and after the phone conversation. In addition, invite-to-call and chat transfer-to-call with full transcript hand-off capabilities with Internet calling (VOIP) or non-VOIP compatibility ensures a smooth transition from one interaction channel to another.

Why should you care?

Boost Cross-channel Conversion		Improve Cross-channel Satisfaction		Leverage Existing Infrastructure
Consumers who begin transactions online can pick up the phone if conversions seem complex. Making this option available within the online experience provides higher conversion rates than forcing consumers to switch channels on their own.		Consumers who move from online transactions to phone calls are usually becoming frustrated. Click-to-call alerts agents to the page and progress of the online transaction so conversations with consumers begin in context.		Consumers only need a computer and a phone. Companies can queue call requests and use existing chat or call-center staff to place outbound calls with customers over the phone or using VOIP.

Key Features

• VOIP support. Calls over the Internet reduce contact center costs and allow consumers on dial-up lines to engage in conversations without abandoning their online transactions.
• Cross-channel analytics. RightTouch™ tags track consumers across channels and records the page and stage of conversion where consumers initiated the click-to-call. This helps consumer experience teams identify changes that might have enabled the transaction to complete online.