TouchCommerce, a provider of custom online engagement solutions for brands, 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. Instead of combating trends like showrooming (visiting a store 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% of shoppers who use mobile devices while in-store will buy from a competitor and 19% are not likely to buy at all. 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 near a specific product display. This opens the online engagement window on the consumer's smartphone. The TouchCommerce patented technology and RightTouch platform use 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. 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.