TouchCommerce Corporate Intro - Sep 2014

TouchCommerce:
An Introduction
Sep 2014

E-commerce Today: High Traffic. Low Conversion.
4tn
Abandoned in carts
74% 63%
$4 Trillion worth of merchandise will be abandoned in online shopping carts this year
74% of online shopping carts were abandoned by shoppers in 2013
75% of shoppers who have abandoned shopping carts say they plan to return to the
retailer’s website or store to make a purchase
63% of abandoned carts are potentially recoverable
© 2014 TouchCommerce. All rights reserved. | 2
There Is a Better Way …
Plan to return to buy
(Source: BusinessInsider, Apr 2014)
Of carts abandoned
Can be recovered

TouchCommerce Overview
The innovative leader in omni-channel engagement solutions
• Innovation leader and specialist in omni-channel
engagement solutions since 1999.
• Award-winning Technology Platform and Mobile Solution
with an emphasis on data, self service and automation
• Focused on Enterprise Global F1000 eCommerce
companies
• Real-time customer targeting engine leverages “BIG DATA”
to target and engage customers in a personalized digital
assistance experience on desktops, tablets and smart
phones across channels
• Operating in 16 countries across North America, EMEA,
and Japan

Partnering with Market-Leading Brands
We partner with market-leading brands to drive dramatic improvements in customer
acquisition, cross-sell, retention and use of self-service. For a full list go to
www.touchcommerce.com/clients
Telecom & Media
Financial Services
Travel & Hospitality
Direct Response
& Retail

The TouchCommerce Way
Our company was built with
a results-driven retail perspective
to replicate and enhance the in-store
customer experience online.
We optimize results, by combining our
platform, solutions and managed
services capabilities.

Better Engagements. Guaranteed Results.™
In head-to-head comparisons vs. competition: TouchCommerce delivers higher
conversion 100% of the time and significantly reduces support costs.
Increase
sales
Reduce
support costs
25%
sales conversion
uplift
15%
increase in avg
order value
70%
of chat sales are
incremental
25%
reduction in
online support
costs
35%
increase in
e-billing
applications
20%
increase in
self-service
transactions

Our Platform

Platform
RightTouch® is our proprietary technology platform (targeting engine) that
we continuously refine and update to deepen understanding of your site visitor.
As a result, we identify and engage your highest-potential customers at the point of
abandonment and provide the right information in the right context. Through
customized support (automated and agent-based chat) we optimize each sale and
self-service transaction across the desktop, laptop, tablet or smartphone.
Our patented interface created in HTML5 seamlessly integrates with smartphone
and tablet devices. No additional software or installations needed.

Tools
RightTouch® is supported by a suite of proven and easily integrated
engagement tools that maximize its power.
TouchChat the industry’s most advanced live chat application
TouchVoice a seamless chat-to-live call transition
TouchBrowse a screen-sharing tool to achieve faster resolutions
TouchGuides intelligent routing to solve recurring issues quickly
TouchContent
a sales and marketing tool to deliver personalized rich
content
TouchSurvey a simple interface to gather instant customer feedback

Our Solutions

Delivering Exceptional Customer Experience
Combined or stand-alone, the fully-integrated custom solutions we create for
customer acquisition and customer care and retention contribute to an
enhanced online or in-store customer experience and increase self-service.
3%
increase in
e-billing
applications
Customer
Acquisition
Customer Care
and Retention

Effective Online Engagement Solutions
TouchSell TouchCare
TouchStore
TouchConnect

TouchSell Solution
TouchSell helps ecommerce companies convert online shoppers
into real buyers by reducing cart abandonment rate.
• Boost conversion rates – from browsers to buyers
• Reduce cart abandonment rate
• Increase ecommerce revenue
• Improve operational efficiency
• Identify and drive up-sell and cross-sell opportunities
• TouchSell makes this possible by combining the RightTouch® platform with
our expertise in conversion marketing.
TouchSell. Increased Conversion Rates. Guaranteed.

TouchCare Solution
TouchCare helps ecommerce companies achieve superior customer
experience and reduce support cost and churn.
• Deliver customer satisfaction (CSAT) scores above 80%
• Enable online channel to proactively serve customers
• Focus on account support, service and retention with value in call deflection,
first contact resolution and customer lifetime value
• Identify account growth opportunities and proactively target those customers
that have high propensity to churn
• Accelerate move to self-service
TouchCare. Personalized Customer Experience. Guaranteed.

TouchConnect Solution
Targeted for contact centers, TouchConnect accelerates customers’
adoption of self-service through online engagement tools, while
enhancing overall omni-channel experience.
Increase customer satisfaction (CSAT score)
• Enhance customer loyalty by providing
immediate response while migrating
customers to self-service
• Provide personalized offers
Faster adoption of self-service by customers
• Train visitors on self-service tasks while resolving their immediate issues
• Increase customer confidence to self-serve
Reduce enterprise support costs
• Deflect future calls – move to self-service,
Next Call Prevention
• Promote cost-saving actions (such as
signing up for e-bills)
TouchConnect. Faster Self-Service Adoption. Guaranteed.

TouchStore Solution
TouchStore enhances the omni-channel retail experience for
brands and shoppers with personalized online assistance, by
leveraging the use of smartphones in the stores.
Targeted for retailers and enterprises with retail locations to
convert in-store browsers into real buyers
Addresses show-rooming concerns and is applicable for both sales and care scenarios
Offers real benefits for enterprises such as increased revenue, improved operational
efficiency and additional targeting capabilities
Provide consumers with tangible benefits such as enhanced shopping experience and
increased in-store satisfaction
Uses existing technology (QR Codes & TXT) to enable our online engagements tools
TouchStore. Hassle-free shopping. Guaranteed.

Our Managed Services

Managed Services: Dedicated Expert Teams
Unlike our competitors which provide software alone, we understand that
software alone cannot produce optimal results. Our dedicated expert
teams design, develop and deliver customized programs that exploit the
full potential of our technology platform. Here’s how:
1) Define
Our Business Planning Teams work
to understand your goals to define
the sales targets and metrics
important to you.
2) Engage
Using powerful targeting rules, our
Service Agents engage with identified
visitors to drive incremental sales.
3) Optimize
Our Results Optimization Teams analyze chat transcripts and
browsing behavior to provide actionable recommendations.

Conversion Lift Agency
Account &
Client Services
Industry
Strategist
Account
Manager
Implementation
Launch
Director
Deployment
Engineer
Implementation
Team
Program
Design
Solution
Designer
UI Graphic
Designer
Copy &
Script Writer
Optimization &
Analytics
Business
Analyst
Custom Report
Analyst
VOC
Specialist
Agent
Operations
Hiring
Training
Agent
Outsourcing
QA

Product Demo
Live and Screen Shots
www.touchcommerce.com/demos

Serving the Omni-Channel Eco-System…
Omni-Channel Real-Time Targeting & Personalization
21
Omni-channel Customer
Engagement Hub
for Self-Service and Online Engagements
• TouchContent
• TouchGuides
• TouchSurvey
• TouchChat
• TouchVoice
• TouchBrowse
Multi-device Delivery: Desktop, Tablet, Smartphone
© 2014 TouchCommerce. All rights reserved. |
Web
Consumer
Social
Print
Email
Store
TV

Optimized Results
TouchCommerce is the innovator in custom online engagement solutions that
optimize conversion results for market-leading brands.
Our results-driven retail perspective informs how we combine:
Solutions
to address conversion challenges in the acquisition, sales and
customer care channels, driven by a performance pricing model that
guarantees results
Platform
supplies the proven technology to identify and engage high-value
visitors in real-time
Managed
Services
with a retail perspective and dedicated conversion focus that
leverage an innovative engagement window and product suite

The Bottom Line
99% client retention rate with market-leading brands
7 of top 10 worldwide telecom and media companies are our clients
25% sales conversion uplift
10% increase in average order value
25% reduction in online support costs
Head-to-head comparisons vs. competition: TouchCommerce provides
higher conversions 100% of the time

Better engagements. Guaranteed results.™
For additional information:
www.touchcommerce.com @touchcommerce /touchcommerce

TouchCommerce Corporate Intro - Sep 2014

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TouchCommerce Corporate Intro - Sep 2014