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Guiding Digital Customers to Self-Service

Posted on 4.29.2014

Online engagement company, TouchCommerce, has unveiled a new solution for contact centers that aims to improve the omnichannel customer experience.

The solution, dubbed TouchConnect, helps lead customers off traditional call channels by using online engagement tools to guide them to self-service. Through the solution, brands with call centers can minimize future customer calls, increase customer loyalty and provide a better customer experience.

“The benefits of TouchConnect include reducing enterprise support costs because we are deflecting future calls, we are moving visitors to self-service and we are improving the Next Call Prevention metric,” said Marina Kalika, director of product marketing. “We are also promoting cost-saving actions, such as asking people to sign-up for emails.”

TouchConnect provides call centers with a variety of features, including co-browse for call agents, transfer-to-chat, and the ability to offer rich media content and special deals to customers. Moreover, contact center advisors are provided with a history of calls and chats, which can be integrated into the call center’s CRM system.

Through TouchConnect’s features, enterprises can accelerate customers’ adoption of self-service as well as optimize efficiency. For example, agents are able to expedite customer issues via collaboration tools that integrate co-browsing in the contact center operations. Moreover, agents can cut down wait times by offering self-serve options in an interactive voice response (IVR) environment, and/or offering relevant content via chat.

“For many years, voice and online-focused agents in contact centers have been working in silos due to different skill sets and customer needs,” said Bernard Louvat, president and CEO of TouchCommerce. “Customers calling support centers today expect immediate resolution, which often requires innovative integration of the online and offline channels. TouchConnect enables contact center advisors to provide enhanced online engagement capabilities for an effortless omni-channel experience."


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