TouchCommerce

Decrease shopping cart abandonment and increase online conversion with TouchCommerce™.

Every year, the online channel has a greater impact on the bottom line, pushing the responsibility for that channel to deliver even more. But competition is fierce, and attracting and retaining customers even tougher. An ever-increasing portion of your budget is dedicated to getting more site traffic, but what are you doing to turn those visitors into buyers?

Studies have shown that for every $85 spent to drive traffic, less than $1 is spent to convert it. The fact is, you don't need more traffic — you need to convert more traffic. On average, online conversion rates hover around 2%, and those numbers have not changed significantly over the years. As much as you have designed your site for self-service, the fact is brick-and mortar-stores convert at nearly 30%. The reason? Salesmanship and customer service.

According to a Forrester Consulting study, live-assistance results in 138% higher conversion than self-service. That’s where TouchCommerce comes in. We deliver a 20% increase in conversion guaranteed by leveraging our unique approach to online engagement. This includes product recommendations, automated assistance, live assistance, and retargeting efforts to drive highly personalized, dynamic interactions that engage consumers, drive conversions, and reduce abandonment. 

We target and proactively engage the right visitors with the right message at the right time. In fact, our model was touted by the Forrester Research Group as having one of the highest ROIs it has ever seen. In 2012, we have generated $2.2 billion in incremental online sales and deliver more than 7.3 million sales conversions a year on behalf of our clients. After all, you invest a lot of money to drive consumers to your site, and you cannot afford not to ask for the sale. Yet nearly 98% of visitors don’t buy, and more than 50% of shoppers who start the checkout process don’t complete it. The TouchCommerce approach to online customer service is the answer to decrease abandonment, increase average order value, increase call center deflection, and increase the revenue from your online business.

Key Metrics

• Increase overall site conversion by 10-20% in as little as 90 days
• Lift average order value by 10% or more
• Drive down abandonment by as much as 50% on critical pages
• Reduce product returns and remedial calls into your call center
• Increase retention by improving the online shopping experience

• Pay-For-Performance - With our pay-for-performance model, you are not only mitigating financial risk, you are getting a commitment to delivering results thanks to a perfect alignment of incentives between the two organizations. Our fully outsourced solution means there will be little impact on your infrastructure and IT resources. We have the expertise in-house and we are committed to your success — because your success is our success
• Industry Expertise - The members of our retail practice have deep industry expertise gained at major catalog, specialty, and big-box retail chains and will work as an extension of your online team to help you achieve your business goals.
• Precise Profiling/Targeting - Our proprietary RightTouch™ system analyzes your web traffic in real time and profiles visitors using 3 key segments: customer value/cart value, propensity (visitors with serious intent), and site abandonment risk.
• Higher Customer Value - Through real-time profiling and live interactions, you can also take advantage of cross-sell and up-sell opportunities – warranties, accessories, peripherals, and more. At the same time, we help capture registration data to enable future marketing for re-selling/win-back opportunities.
• Continuous Optimization - Unlike competitors’ solutions, the TouchCommerce solution doesn’t end with implementation. Our team continuously tests and rigorously optimizes the online experience to increase conversion.

Client Success