White Papers

Our white papers are a great way to learn about the best practices for improving conversion and increasing revenue online.

The Inner Circle Guide to Omni-Channel Customer Contact



Inner Circle Guide to Omni-Channel Customer Contact
In this report, TouchCommerce and ContactBabel dive deep into the world of omni-channel customer engagement, providing a detailed and definitive view of the reality of implementing and using customer experience technologies. What are these different channels, which ones more readily lend themselves to omni-channel, and what does the future hold for customer engagement?

Can Your Insurance Brand Speak Millennial?



Insurance White Paper
Leading insurance brands understand that the Millennial generation's unique experiences will influence the ways we all shop, learn, and communicate. Therefore, the insurance industry's long-established customer engagement choices will need to change in order to meet the engagement styles of not only Millennials, but eventually all customers.

An SMS Customer Cruise: A Look at How Travel Brands Can Serve Their Customers through SMS Chat



SMS White Paper
This white paper takes us on a journey with a travel customer, from discovery, planning and booking, to traveling, returning, and planning again. The difference is that this customer uses SMS engagement with brands the whole way. 
  • Learn the different ways brands of any industry can use SMS for effective customer service.
  • Learn how the Travel and Hospitality industry uses SMS customer service.
  • Learn about TouchSMS and its advantages for brands over other forms of customer engagement.

The Golden Rule for Brands on Social Media: Don't Just Listen - Engage!



Social Media White Paper
Social engagement with consumers means interacting with them directly in social networks to answer their questions, address their concerns and often convert consumer expressions of purchase interest into actual sales. 

Retail's Great Mobile Engagement Opportunity:  Four Strategies to Help Retailers Win, Engage and Keep Customers



Retail TouchPoints White Paper
Technology that provides a clearer path to engagement can make brands' efforts to reach customers more effective and impactful. With insights from Gartner's Brian Manusama, this Retail TouchPoints white paper, sponsored by TouchCommerce, identifies four steps retailers can use to win, engage and keep customers throughout their shopping journey. The steps include:
  • Reach and engage potential customers in their living room;
  • Integrate mobile with traditional advertising platforms;
  • Embrace a mobile device strategy for maximum impact; and
  • Keep the conversation going post-purchase.

How to Engage with the Modern Traveler: Tips for the Travel/Hospitality Industry



Travel/Hospitality White Paper
Travel and hospitality is one of the fastest growing industries as consumers gravitate toward purchasing experiences rather than products. In this white paper, learn best practices in providing the kind of customer experience modern travelers expect in an online environment. Best practices such as:
  • How to determine the travel customers' Moment of Truth when engaging with a brand
  • How brands can make their presence known to on-the-go travel customers
  • How to instill trust in customers as they interact with the travel/hospitality brand
  • How to make an emotional connection with travelers, whether with live chat or self-serve
  • How to continuously improve omni-channel engagement in order to meet the unique needs of travel/hospitality customers

The Telco Industry's Quest for Digital Transformation

This white paper provides perspective on the impact of the omni-channel consumer world on Telcos’ customer service programs, as experienced by three global leaders in telecommunications, and how TouchCommerce engagement solutions support them. This paper explores:
  • How Telcos are taking steps to reverse the effects of customer complaints about service
  • How the mobile landscape has altered the way Telcos deliver digital media to consumers
  • How the Telco industry can achieve brand resonance with customer experience
  • How TouchCommerce has partnered with the leading Telco companies to establish consumer engagement, conversion and support across the omni-channel space


Telco White Paper
This white paper provides perspective on the impact of the omni-channel consumer world on Telcos’ customer service programs, as experienced by three global leaders in telecommunications, and how TouchCommerce engagement solutions support them. This paper explores:
  • How Telcos are taking steps to reverse the effects of customer complaints about service
  • How the mobile landscape has altered the way Telcos deliver digital media to consumers
  • How the Telco industry can achieve brand resonance with customer experience
  • How TouchCommerce has partnered with the leading Telco companies to establish consumer engagement, conversion and support across the omni-channel space

The Rise of Digital in Financial Services



Financial Services White Paper
This white paper explains the way forward-thinking financial service providers are adopting omni-channel strategies to reach out to current customers and acquire new ones by providing superior customer experience in the mobile channel. This paper examines:
  • The trend toward omni-channel services, especially mobile financial services
  • The benefits of this trend for banking, investment and insurance companies
  • The impact of omni-channel, digital banking on the future of brick-and-mortar branches
  • How omni-channel engagement optimizes Big Data analytics
  • The value of the TouchCommerce integrated omni-channel engagement platform for competitors in the global financial services industry

Mobile Commerce and the Brick and Mortar Retailer



Mobile Commerce White Paper
This white paper examines the online and offline opportunities for retail stores despite current challenges. It looks at mobile technologies transforming retail online and, increasingly, in the store aisles.