TouchCommerce, the innovative leader in omnichannel customer engagement solutions for market leading brands has completed its suite of solutions with the launch of TouchSocial, which delivers a personalised online engagement experience for brands and consumers on social networks with the purpose of increasing customer satisfaction and conversion.

Through its innovative use of APIs and shortlinks embedded in social posts, TouchSocial offers live and automated engagement to resolve customer issues, enable consumer sentiment analysis, amplify customer care resolution, and leverage the power of social recommendations.

“Consumers trust the opinions of their social network much more than messages coming directly from the brand,” said Bernard Louvat, president and CEO of TouchCommerce. “With the launch of TouchSocial, our clients have a unique opportunity to turn a social conversation into a personalised engagement experience that harnesses the power of social media to extend the reach of the brand. Truly personalised, real-time interactions can deeply enhance customer satisfaction, attract new buyers and boost revenues.”

According to a recent Forrester study, when a social interaction occurs between a brand and buyer, the socially connected buyer is 50 percent more likely to convert. Other studies (Bain & Company) have also shown that consumers who engage with brands over social media spend 20 to 40 percent more and grant an average of 33 points higher Net Promoter Score (NPS) than other customers. It is clear that tuning in to customer feedback on social media is critical for brands; hence, the goal of TouchSocial is to streamline the brand’s response such that the consumer can seamlessly connect with a customer service expert or instantly take advantage of a personalised self-service option.

In order to offer consumers a personalised live chat or automated engagement experience, TouchSocial leverages the TouchCommerce Invitation API and generates special URLs that are embedded in social posts. This enables brands to interact with social media users directly, offering real-time assistance while simultaneously shifting the conversation to a private interaction on the brand’s website. This not only helps alleviate public displays of customer grievances, but also provides the consumer with new-gained trust based on personal interactions with the brand which leads to more positive sentiment, reviews and recommendations.

On the back-end, the TouchCommerce RightTouch platform then uses product information, prior browsing behavior (when available) and the company’s patented web-based customer interface to present personalised content, either through the live chat session or an automated engagement tool, such as a product guide. If routed to a live expert, this information is sent to the agent at the start of the chat session. In addition to answering questions, the chat agent can provide the shopper with rich content, such as videos, coupons, guides, and surveys, as well as details about their local retail location, and more.

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