To enable brands with call center operations to improve Next Call Prevention (NCP), boost customer loyalty, and provide an enhanced customer experience for high-value callers, TouchCommerce, provider of custom online engagement solutions for market leading brands, has come up with TouchConnect, a collaboration solution that aims to improve the omni-channel customer experience at contact centers. With TouchConnect, customers can use self-service online engagement.
As per a study, 67 percent of contact center callers prefer self-service over phone calls. The verbal instructions given to callers do not incorporate an online component or encourage customers to self-serve. Verbal explanation can also be misunderstood and misdiagnosed. To address this gap, TouchConnect by providing a way for call agents at contact centers to streamline communications with customers through a collaboration tool which integrates co-browsing into the contact center operations.
“For many years, voice and online-focused agents in contact centers have been working in silos due to different skillset and customer needs,” said Bernard Louvat, president and CEO of TouchCommerce, in a statement. “Customers calling support centers today expect immediate resolution, which often requires innovative integration of the online and offline channels. TouchConnect enables contact center advisors to provide enhanced online engagement capabilities for an effortless omni-channel experience.”
TouchConnect increases customers’ self-service usage and optimizes their ability to get information quickly and efficiently. Using TouchConnect, contact centers can quickly resolve callers’ issue with co-browse and relevant content; shorten callers’ wait time with self-serve options in an IVR environment; and enable contact center agents to send information via chat. Features offered by TouchConnect includes- co-browse, transfer-to-chat, ability to offer rich media content and special deals to customers; as well as provide contact center advisors with a history of the call and chat that can be integrated into the call center’s CRM system.
“Customers want to use a breadth of communication channels - self-service, voice, digital and social channels - to interact with a company. Across all demographics, voice is still the primary channel used, but is quickly followed by self-service channels, chat, and email,” writes Kate Leggett, principal analyst at Forrester (News - Alert) Research, in her recent report, Navigate The Future Of Customer Service In 2014. The report also states that “empowered customers are demanding superior customer experiences to garner their long-term loyalty. Better customer experiences can be correlated to increased revenue – a win-win for businesses and customers.”