Ongoing Program Optimization

Optimizing interactions from Day 1 to Day 1001… and beyond.

In stark contrast to competitive, one-size-fits-all solutions that abandon you after implementation, TouchCommerce™ delivers a turnkey, fully customized, rigorously tested and optimized solution that meets the precise needs of your company and your customers to drive conversion today and tomorrow.

A solution custom tailored for your site.

After conducting deep due diligence into your site data and establishing clear goals and objectives with your organization, we implement a solution with our RightTouch™ system that precisely meets your needs. Taking the lead, but still working collaboratively with you, we seamlessly integrate our technology solution into your website. Then we test and optimize all of the factors that can impact conversion:

• The business rules for when/how to engage a customer - which pages to launch from, when to make sales agents available, which customers to engage, how frequently to engage customers
• The scripts - based on site behavior/profiling, determine what message to deliver to the consumer and which questions to ask
• The user interface - the type size and style, the look and feel of the chat window, features and functionality, the close button. When reactive click-to-chat buttons are relevant, TouchCommerce will optimize with you their design, placement and messaging
• The agents - Ongoing training and coaching ensure dialogs are relevant and on message. Relentless QA increase the value to consumers of each interaction
• The user experience - Our user experience experts are the glue between all the various disciplines involved in a program, and ensure that consumers get a consistent, relevant, effective, and friendly experience when they interact with TouchCommerce. They also make sure everything is on-brand – yours

The secret to success: optimize, optimize, optimize.

To optimize all the parameters of your program on an ongoing basis, TouchCommerce leverages a cadre of technology and analytics experts to monitor and manage your solution.

• Analytics - The RightTouch system provides in-depth reporting that allows our analytics experts to determine where optimization would be most beneficial. After adjustments are made and tested, A/B or multivariate testing reports determine whether the change was effective and should be permanently implemented
• Agents - Ongoing training and coaching ensure interactions/chats are relevant and on-message. If needed, incentives and compensation are adjusted. All to make sure every interaction adds value – even when no conversion occurs
• QA - A central QA group reviews every conversion to ensure the sales/care agent added value. Additionally, QA rates every agent, every week, by reviewing a random sample of transcripts to ensure that non-converting chats follow jointly-defined guidelines and deliver customer satisfaction. The rating affects the agent’s compensation. Finally, the QA group wants to make sure that they rate transcripts the same way our clients would. To do that, the QA group holds a monthly calibration meeting with each client, in which both parties independently rate the same sample of transcripts along the same dimensions, compare ratings and discuss differences

Added value that goes far beyond traditional interaction software.

Part of the beauty of TouchCommerce's solutions is that they provide continuous “voice of the customer” insight into your website, the efficacy of your online interactions, your products/offerings and more. Capturing and analyzing every online interaction, we continually and collaboratively benchmark and optimize the online experience for your customers after implementation. The engagement software – the chat technology – is a critical piece of any engagement program. But no such program can be truly successful and make a difference to your business without the other critical components: a professionally designed program, carefully executed and tirelessly optimized. TouchCommerce delivers all of these components – and the results to back them up.