TouchCommerce Announces TouchSMS

Feb 25, 2016

TouchCommerce, a provider of omni-channel customer engagement solutions for market leading brands, announced its newest product, TouchSMS, which leverages native text messaging (SMS) capabilities on the mobile phone to engage consumers for timely and personalized interactions with brands. With TouchSMS, enterprises are now able to offer customers a way to hold time- and location-sensitive conversations with the brand using two-way text messaging. TouchSMS also adds personalized engagement options for consumers who may have a slow or limited internet connection--for example, at a busy airport or convention center, or while traveling abroad--where using SMS may be more practical than mobile data.

According to Forrester Research, 77% of U.S. online consumers who use a cell phone send or receive text messages at least monthly or more. Also, Moto Message reports that 50% of U.S. consumers make direct purchases after receiving a SMS from a brand. This confirms that offering SMS as a communication channel can be very lucrative for a business. Many enterprises provide one-way SMS notifications, but few offer a way to hold a two-way SMS conversation with a live representative. The purpose of TouchSMS is to enable enterprises to utilize the capacity of text messaging as a two-way conversation channel for customers.

With TouchSMS, enterprises can invite consumers from an offline/offsite medium to a conversation "on-the-go." Engagements through TouchSMS take place in a secure, private environment so that customers can send and receive sensitive information. In addition, TouchSMS enables conversations between the brand and the consumer to continue within the same channel, keeping the history of the engagement right at the consumer's fingertips.  TouchSMS may be used to send promotional messages to which consumers can respond, as well as inquire about a product, refill orders, etc. In customer service scenarios, TouchSMS may be used for getting assistance with checking an order status, scheduling or changing appointments, finding a store location, checking balances and due dates, and resetting passwords.