(ADOTS) AGOURA HILLS, Calif. – August 6, 2014 — TouchCommerce, the innovative leader in custom online engagement solutions for market leading brands, today announced its newest solution, TouchStore, which enables retailers and enterprises with retail locations to enhance the omni-channel shopping experience for in-store customers by providing personalized online assistance through mobile devices.
The explosion of smartphone device usage in brick-and-mortar stores is challenging retailers to embrace the mobile revolution. For example, instead of combating trends like showrooming (visiting a store in order to see a product before buying it online at a lower price), retailers are looking for ways to leverage these trends and offer new solutions that benefit both consumers and retailers. According to a recent study by SeeWhy, 21.6 percent of shoppers who use mobile devices while in-store will buy from a competitor and 19 percent are not likely to buy at all. This poses a 40 percent conversion opportunity for retailers, which they can address with personalized mobile interactions and omni-channel solutions, such as TouchStore.
“To succeed with a mobile-focused, omni-channel 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 omni-channel environment,” said Bernard Louvat, president and CEO of TouchCommerce. “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.”
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 bid to extend the omni-channel 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.”
TouchStore offers key benefits to both shoppers and brands. 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.
For brands, converting shopper interest into real purchases can positively impact revenues, operational efficiency, and targeting capabilities for lead generation, as well as increase customer satisfaction and brand loyalty. It also provides brands with another touch-point to present targeted offers to visitors while shopping at the store and to obtain real-time feedback from in-store customers.
TouchStore is now commercially available. For more information, please visit www.touchcommerce.com/touchstore.
Founded in 1999, TouchCommerce delivers results for market-leading brands with award-winning innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real-time customer data analytics. For more information, please visit www.touchcommerce.com. Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.