Enhanced Customer Care Online

Automated FAQs, social search, content recommendations, and chat all promote customer self-service and call center deflection while improving CSAT scores.

Customers and customer care professionals are in a constant tug-of-war. Customers prefer to find answers to their questions through company websites, but demand immediate access to agents when their searches falter. Contact centers are under pressure to deliver superior customer experiences, while controlling or reducing costs. TouchCommerce™ empowers both customers and customer care professionals to achieve their goals.

Key Benefits

Improved customer satisfaction. Customers quickly find answers to their own questions without engaging agents. Agents search across multiple repositories and knowledge bases to find the content most relevant to customer problems for fast resolution.
Call deflection lowers costs. Call deflection due to chat can dramatically lower contact center costs. Confused customer behavior triggers proactive chat invitations, while highly visible buttons invites consumers to engage agents in chat at any point.
New revenue centers. When there is an opportunity to cross-sell or up-sell products and solutions, customers and agents can both see suggested product pairings or product replacements and push those suggestions to the customers for consideration.
Your agents or ours. Fully managed programs relieve contact centers of the burdens of hiring and firing agents, managing programs, and measuring results across all channels. Companies that require the use of in-house agents benefit from hosted applications with an intuitive interface that dramatically reduces client IT costs and speeds delivery of new functionality.

Key Capabilities

What makes these benefits tangible are the capabilities found within the RightTouch™ platform and the expertise TouchCommerce brings to online conversions.

Automated assistance. Online tutorials and wizards can educate and guide customers to resolve problems on their own, with no agent intervention. Automated chat provides instant answers to the most common questions, with the ability to seamlessly engage a live agent when problems are extremely complex.
Live assistance. Proactive chat, reactive chat, and click-to-call allow customers who exhaust online resources to engage knowledgeable agents in conversations.
Recommendations. Content recommendations display links to articles, downloads and FAQs that have proven to help other customers resolve similar issues and display related products for up-sell and cross-sell. As your customer needs change, the recommendations automatically adapt.
- Search optimization determines customer intent when they use onsite search and surfaces the most relevant pages, documents, code downloads, and media that were useful to others with the same questions.
- Automated FAQs based on changing community needs and reordered search results based on relevancy to customer intent reduce the time to resolve a problem.
Conversion as a Service™. Best practices for program management and optimization ensure alignment with client goals such as higher customer satisfaction, reduced contact center volumes, more up-sell/cross-sell conversions, and faster time-to-resolution for customer inquiries.