TouchCommerce

Our TouchGuides offering provides automation services that increases efficiencies, improves visitor satisfaction and lowers operational costs.

Intelligent automated interactions from TouchCommerce™ resolve repetitive issues quickly and escalate visitors to live agents when the interactions become more complex or if the automated responses fail to answer all the customer questions. Business rules can also bypass the automated interactions in favor of live agents when high-value conversions are at risk.

Why should you care?

Key Features

• Sales. Provide step-by-step instructions for filling out forms, product comparisons, or even how to use onsite calculators. Making complex decisions can be cumbersome online, but guides allow consumers to chart their path through long, complex processes by making incremental decisions.
• Service. Deflect calls with links from FAQs and knowledge bases to launch quick guides on how to resolve a problem or how to complete commonly performed tasks.
• Training. Instruct new customers on billing processes or train existing customers on how to use new products or features. When visitors need to get from point A to point Z, tutorials provide an effective means to find their way. Tutorials can include text, graphics, and rich media to create an engaging experience and present visitors with self-service opportunities outside the context of agent interactions. If they need further assistance, the option to engage a live agent can be provided at the end of each tutorial.