InTouch Care™

Touch up customer satisfaction and reduce churn.

As more and more consumers conduct business online, they expect to find better and better service, and support online as well. Offering online care services via chat not only delivers the superior online service consumers expect, it also reduces a company's operating costs by deflecting call center traffic to lower cost chat conversations and migrating customers to paperless billing.

InTouch Care is an all-in-one, outsourced care solution that provides the technology optimization and, optionally, expert online care agents. InTouch Care relieves many of the physical and financial burdens of providing online support and provides a net increase in profit.

• Our proprietary RightTouch™ real-time visitor profiling proactively targets customers in need of assistance based on explicit and implicit criteria like customer value, site behavior, shopping cart selection, CRM data and more. The RightTouch system then makes these high-value customers available to the RightTouch engagement engine
• Customers can also initiate the conversation through strategically integrated click-to-chat buttons or embedded chats

• The RightTouch engagement platform proactively proposes assistance to the shoppers identified by the targeting layer. When shoppers accept the offer of assistance. The engagement engine establishes the connection with a live sales person
• A team of sales agents – highly-skilled care professionals trained to be experts on your website and products – then engage your customers through chat with just the right message, at just the right time. These agents can be ours or yours
• System and agent interaction are reviewed and analyzed by our expert QA, analytics and optimization teams to continually improve the experience and the results

• InTouch Care deflects calls and emails from your call center, increasing your efficiency and cutting costs
• InTouch Care migrates customers to more cost-effective billing options (e-billing, online banking, etc.)
• Our online service works to leverage contacts that lead to a positive resolution to cross-sell and up-sell customers to new products, services or service plans
• Live agents renew customers on the spot to extend and increase their lifetime customer value – and recover those wishing to terminate their relationship

About our technology

• Our RightTouch system is turnkey and integrates simply and seamlessly with your website’s technology and look-and-feel
• In addition to enabling live interactions with consumers via your website, the RightTouch system also provides you with comprehensive back-end reporting capabilities, giving you real-time campaign information including live chat transcripts and conversion statistics
• The RightTouch system is a SaaS platform hosted entirely by TouchCommerce™ at a carrier-grade facility. The RightTouch system is accessible through any common web browser