Mobile chat solution provider TouchCommerce has introduced the TouchSocial personalized engagement experience, enabling shoppers to seamlessly connect with a customer service expert or take advantage of a personalized self-service option via social media.
Retailers can utilize the TouchSocial platform to:
Enable consumer sentiment analysis;
Allow social media marketers to escalate a conversation to the brand’s customer care department;
Resolve issues outside of the social network immediately and in the right context; and
Boost customer satisfaction rate and net promoter scores (NPS).
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 not only helps to circumvent public displays of customer grievances, but also can add trust to the relationship between the consumer and the brand, potentially leading to more positive sentiment, reviews and recommendations.
TouchSocial integrates with the TouchCommerce RightTouch platform so that it can leverage product information, prior browsing behavior (when available) and the company's web-based customer interface to present personalized content, either through the live chat session or an automated engagement tool such as a product guide.