TouchCommerce, a provider of omnichannel engagement solutions, has rolled out TouchCommerce TouchChat online customer engagement solution for the U.K.-based Currys PC World’s Dixons Carphone brand, a specialist electrical and telecommunications retailer.
With the new chat program, customers can instantly access live help from technology experts on the Currys and PC World Web sites across mobile, tablet and desktop platforms. Additionally, Dixons Carphone can leverage real-time customer analytics from TouchCommerce, which includes ongoing analysis of user behavior to present relevant content to the correct audience at the proper time.
"We are excited to partner with Dixons Carphone on this live chat program," said Bernard Louvat, president and CEO, TouchCommerce, in a statement. “This multichannel effort is tailored to address today’s increasing demand for personalized self-service, mobile engagement, and a seamless shopping experience in the omnichannel environment. Retail organizations that approach these trends with innovative, integrated strategies are poised to deliver great results."
The Currys and PC World Web sites regularly receive high traffic and the new live chat program will ensure busy customers are further supported at critical decision-making points about their technology purchases online.
The TouchChat product leverages a patented engagement layer, which offers an innovative way to deploy a chat window and any other form of digital customer engagement across the omnichannel environment. Unlike a secondary browser window that most chat programs use, the layer mimics the design of the customer’s Web site and persists as consumers navigate the site so that contact, content and context are never lost. On the back-end, the underlying TouchCommerce RightTouch platform analyzes usage patterns for the purpose of further improving the online retail experience and providing customers with the very best support.
“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 a statement. “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.”