Chat

Research shows that consumers abandon sites after an average of only three clicks. Use proactive chat, reactive chat, exit chat, and click-to-call to convert consumers quickly.

TouchCommerce™ enables clients to engage consumers throughout the online experience and dramatically improves conversion rates as a result. A primary driver for online abandonment is an inability to answer consumer questions quickly. One of the key tactics to reduce online abandonment is to ensure that it is easy and convenient to contact a live agent, however, the method of interaction with a live agent is important depending on the context of the interaction.

Why should you care?

Key Features

• Proactive chat. Customer behaviors trigger chat at appropriate times. Whether the goal is to assist, sell, or inform customers, a powerful business-rules engine correctly engages visitors to increase conversion and reduce abandonment.
• Reactive chat. Customer-initiated chat opportunities appear on appropriate pages and in email. Clearly visible buttons with reassuring messages invite customers to engage with agents at strategic points along the conversion path on a site or from within an email. Agents receive notification of the launch point so they know the context of the conversation as it begins.
• Exit chat. Customers often leave sites at critical conversion points. Reduce abandonment by offering visitors an option to interact with a live agent or to take advantage of an exit offer.
• Click-to-call. Enable visitors to complete conversions online assisted by phone support where the agent 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.