TouchCommerce Introduces TouchSocial

Nov 12, 2015

TouchCommerce, a provider of omni-channel customer engagement solutions, announced its newest solution, TouchSocial, which delivers a personalized online engagement experience for brands and consumers on social networks with the purpose of increasing customer satisfaction and conversion. Through its use of APIs and shortlinks embedded in social posts, TouchSocial offers live and automated engagement to resolve customer issues, enable consumer sentiment analysis, amplify customer care resolution, and leverage the power of social recommendations.

In order to offer consumers a personalized live chat or automated engagement experience, TouchSocial leverages the TouchCommerce Invitation API and generates special URLs that are embedded in social posts. This enables brands to interact with social media users directly, offering real-time assistance while shifting the conversation to a private interaction on the brand's website.

On the back-end, the TouchCommerce RightTouch platform then uses product information, prior browsing behavior (when available), and the company's patented web-based customer interface to present personalized content, either through the live chat session or an automated engagement tool, such as a product guide. If routed to a live expert, this information is sent to the agent at the start of the chat session. In addition to answering questions, the chat agent can provide the shopper with rich content, such as videos, coupons, guides, etc.