Dixons Carphone, a UK-based electrical and telecommunications retailer, has implemented the TouchCommerce TouchChat online customer engagement solution for its Currys PC World brand. With TouchChat, customers can engage with technology experts in real time on the Currys and PC World web sites using their desktops, smartphones or tablets.
Dixons Carphone also accesses real-time customer analytics from TouchCommerce to understand online browsing behaviors and deliver more relevant content to online shoppers.
“Engaging with our online customers at the right moment, through the right channels is absolutely critical,” said Jeremy Fennell, E-Commerce Director at Dixons Carphone (Currys PC World). “In planning our live chat program, we were seeking a partnership to support our keen customer-centric values. The TouchCommerce approach aligns well with our objectives, as it extends beyond licensing software and focuses on continually adapting the program to maximize efficiency in order to provide our customers with the very best support and experience online.”
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The TouchChat solution mimics the design of retailers’ web sites, which allows consumers to navigate through the site and engage with service agents more seamlessly. At the same time, the TouchCommerce RightTouch platform analyzes usage patterns to help retailers further improve service and support.
