TouchChat

One of the key tactics to reduce online abandonment is to ensure that it is easy and convenient to contact a live agent.
Make it easy for your customer to receive live assistance.

Research shows that consumers abandon sites after an average of only three clicks. They want answers right away, and the inability to answer their questions quickly can drive these customers away from your site. Prompt live assistance makes the customer feel that their needs are being met. TouchChat engages consumers throughout the online experience and, as a result, dramatically improves your conversion rates. 

Why TouchChat?

Engage Before Visitors Abandon
Sixty percent (60%) of consumers are likely to abandon online conversions if their questions are not promptly addressed.  We ensure that chat is offered to the right customer at the right time.

Visitors Want Live Assistance
Forty-four percent (44%) of consumers consider having live assistance during conversion to be one of the most important features of a website.

Contextual Engagement
RightTouch supports multiple ways to engage live agents, including proactive chat, reactive chat, exit chat, and click-to-call.  Any type of content can be used in chat engagement: surveys, videos, guides, message, images, etc.


Key TouchChat Features

Dynamic Windows. Chat windows define the customer experience. Dynamic windows persist as consumers navigate the site so contact and context are never lost. These windows reflect your site branding, support “push” content for agents to display and allow consumers to re-size or adjust them to their preferences. 

Agent Consoles. Customer representatives know the full context of the consumer experience during a conversation. Agent interfaces are simple and intuitive so representatives can focus on conversations instead of software.

Intelligent Queuing. Long wait times for agents can destroy customer satisfaction. TouchCommerce ensures chat is not offered to visitors unless agents are available.

Skills-Based Routing. Routing visitors to agents with specialized knowledge leads to higher conversions and satisfaction.
 
Transfer and Conference. Escalations or transfers from care to sales are as necessary online as they are in call centers. TouchCommerce allows smooth transfers to the appropriate agent pool to quickly provide the required assistance.

Security and Privacy. RightTouch supports 128-bit encryption to ensure the conversations remain secure and all data collected remains the property of your company.