TouchGuides help customers resolve repetitive issues quickly with less strain on customer service resources.
Automation increases efficiency, 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.
Faster Response Increases Satisfaction
Virtual agents provide your visitors with the fastest response to the most common questions, providing (nearly) instant gratification.
Virtual Agents Lower Your Cost
According to Forrester, virtual agents can lower your cost per interaction by up to 81%.
Increase Live Agent Productivity
Because automation connects the dots for simple or straightforward inquiries, live agents are free to handle more-complex queries or to close high-value visitors.
Key TouchGuides 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 your 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 your 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.
Customized TouchGuides Benefits
Behavioral Targeting and Business Rules. Help consumers help themselves. Behavioral targeting identifies when consumers are struggling and business rules can proactively launch automated guides without waiting for consumers to go looking for assistance.
Flexible Design. Guides can be skinned to match your branding, while the flow of the guided experience can be tailored to meet the needs of simple or complex scenarios. As your business needs change, your automated guides can change.
Seamless Escalation. When they cannot find the answers they need, your consumers can initiate a chat session directly from within the guided experience. This avoids the need to open a new chat window where the consumer must re-orient themselves.
Intelligent Routing. Selections in guides route your consumers to appropriate agent pools, reduce frequency of chat transfers, and improve first contact resolution.