TouchCommerce Leads Digital Engagement in Telecom Sector, Now Serving Eight of Top 10 Most Valuable Telecom Brands Across Nor...
August 11 2016 - 08:30AM
Business Wire
TouchCommerce recently transitioned three
leading telecom operators to digitally support customers through
its Conversation Platform, significantly improving conversion and
reducing costs
TouchCommerce, the innovative leader in omni-channel customer
engagement solutions for market leading brands, today announced
significant momentum in the telecommunications vertical with
multiple major customer wins and contract expansions throughout the
past year that have enabled the company to lead the telecom digital
sales and service space. TouchCommerce presently serves eight of
the top 10 telecom brands in North America and Europe.
TouchCommerce has been working closely with the market's leaders to
increase online customer acquisition, boost Average Revenue Per
User (ARPU) and reduce churn while protecting the brand and driving
higher CSAT results. The TouchCommerce client portfolio lists a
sampling of telecom customers, though certain brands are not
disclosed publicly.
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"TouchCommerce has a strong record of significantly improving
conversion and reducing costs for industry leaders across both
sales and customer care," said Bernard Louvat, president and CEO of
TouchCommerce. "We have successfully transitioned some of the
world’s largest telecommunications companies with dozens of
business units and thousands of chat agents to digitally support
customers throughout the customer lifecycle, including purchasing,
on-boarding, account inquiries, technical support and retention.
Our unwavering commitment to innovation and operational excellence
has enabled us to offer superior business value to our
clients."
In addition to ongoing customer engagement programs supporting
digital sales and/or customer care for all of its
telecommunications clients, TouchCommerce has also achieved the
following customer wins and contract expansions in recent
months:
- Signed three of the top 10
U.S./European telecom operators within the past year -- two in the
U.S. and one in EMEA
- Expanded scope of work with a top
telecom industry brand to include mobility and business
services
- Providing ongoing support for site
re-designs for two top U.S. telecom brands
- Rolled out TouchMedia -- an
omni-channel solution that integrates broadcast and print
advertising with instantly accessible live chat and personalized
self-service options to improve conversion and advertising -- with
a leading U.S. telecom operator
- Rolled out TouchSMS -- a new product
that makes live chat and other personalized engagements possible
within native mobile text messaging environment -- with a leading
U.S. telecom operator
On average, with TouchCommerce, brands see a sales conversion
uplift of 20 percent and 15 percent increase in average order
value. Care solutions from TouchCommerce generally produce 25
percent reduction in online support costs, and 35 percent increase
in self-service utilization. TouchCommerce also has a very high
client retention rate with market-leading brands across the
verticals it serves.
Technology innovation has been instrumental in the momentum
TouchCommerce has gained with customers as well as earning a number
of industry acknowledgements for the company. Among innovative
solutions launched last year is TouchMedia, which infuses
personalized engagement into traditional advertising, and
TouchSocial, which delivers a personalized online engagement
experience for brands and consumers on social networks with the
purpose of increasing customer satisfaction and conversion. In
February 2016, TouchCommerce also launched the highly anticipated
TouchSMS, which uses native text messaging (SMS) capabilities on
the mobile phone to engage consumers for timely and personalized
interactions with brands. And most recently, in July 2016,
TouchCommerce launched TouchAssist, which leverages Nina virtual
assistant technology from Nuance Communications, Inc.. Harnessing
the power of the TouchCommerce RightTouch® platform, TouchAssist
offers brands and consumers the ability to have conversational,
text-based interactions that blend automated and live assistance,
seamlessly intertwined within a single web or mobile web interface
with extensive targeting and analytics capabilities.
For more information on how TouchCommerce offerings benefit
enterprises by industry vertical, please visit "Our Solutions" on
the TouchCommerce homepage and view by industry. Options range from
telecommunications to financial services to hospitality and
retail.
About TouchCommerce:
TouchCommerce provides market leading brands with award-winning
omni-channel solutions to engage their customers on any device
through online chat, guides, personalized content, and other
automated tools, resulting in enhanced customer experience,
increased revenue and reduced support costs. For more information,
please visit www.touchcommerce.com. Connect with TouchCommerce on
Twitter (@touchcommerce) and LinkedIn.
Recently, Nuance Communications (NASDAQ: NUAN) announced its
intent to acquire TouchCommerce.
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TouchCommerceNatasha
Grach818-575-2104press@touchcommerce.com
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