TouchCommerce, a provider of custom online engagement solutions, today launched TouchStore, which enables retailers to enhance the omnichannel shopping experience for in-store customers by providing personalized online assistance through mobile devices.
The TouchStore solution facilitates a personalized online engagement experience by providing in-store shoppers with the ability to either scan a QR code or send a text message to a special number presented via signage near a specific product display in the store. This action opens the TouchCommerce online engagement window on the consumer's smartphone. In the background, the TouchCommerce patented technology and RightTouch platform then uses product information, prior browsing behavior, and patented Web-based customer interface to target the customer with specific content or automatically route them to a live chat expert on the selected product. If routed to an expert, the shopper's prior browsing behavior is also sent to the agent at the start of the chat session. In addition to answering questions, the chat agent can provide rich content, such as videos, coupons, guides, and surveys, to the shopper.
"While some retailers are struggling to drive incremental growth, others are tackling the explosive use of mobile devices and the showrooming phenomenon head on by integrating mobile into the shopping experience and using it to bridge the physical and digital worlds," said Linus Gregoriadis, research director at Econsultancy, in a statement. "In a bid to extend the omnichannel into the physical retail experience, key players in the technology arena, such as TouchCommerce, have been quick to launch solutions that make the shopping journey hassle-free for consumers."
With TouchStore, the shopper is able to maintain continuous, personalized support and use a smartphone to self-serve with expert guidance throughout the entirety of the shopping journey, all without the hassle of standing in line for assistance or having to explain needs to multiple representatives. TouchStore also provides shoppers with a wider selection of items, such as out-of-stock products, Web exclusives, and more.
"To succeed with a mobile-focused, omnichannel approach, retail organizations must align to the customer's desired shopping process by proactively triggering personalized self-service, live Web chat, or calling options in the omnichannel environment," said Bernard Louvat, president and CEO of TouchCommerce, in a statement. "TouchStore caters to these trends in shopper behavior and offers a solution for brands with retail locations to convert in-store browsers into real buyers."
This latest product launch comes just months after TouchCommerce released TouchConnect, a collaboration solution for contact centers. TouchConnect leads customers off the traditional call channels via online engagement and guides callers to self-service. It provides a way for call agents at contact centers to streamline communications with customers through a collaboration tool that integrates co-browsing into the contact center operations.