|By Business Wire||
|June 24, 2014 11:00 AM EDT||
TouchCommerce, the innovative leader in custom online engagement solutions for market leading brands, today announced that the company has been named a winner in the Customer Sales & Service World Awards for its patented engagement layer technology, which powers its TouchChat solution. The engagement layer, also referred to as the DIV layer, is being recognized as a Bronze Winner in the New Products, Upgrades, Solutions, and Innovations for Sales, Customer Service & Contact Center Operations category for its latest version, which was updated in January 2014. The annual Customer Sales and Service World Awards are part of the Silicon Valley United States worldwide recognition programs. Winners were announced on June 23, 2014 at an awards banquet in San Francisco, California.
“The engagement layer has been a staple and core differentiator for TouchCommerce for years and has proven to be significantly more effective than competitive solutions,” said Bernard Louvat, president and CEO of TouchCommerce. “This technology was built entirely in-house and we are proud to have it recognized for its success in the market.”
The TouchCommerce patented engagement layer offers an innovative way to deploy a chat window and any other form of digital customer engagement. Unlike a secondary browser window that most chat programs use, the layer mimics the design of the customer’s website and persists as consumers navigate the site so that contact, content and context are never lost. As a result, customers are able to engage with the agent from page-to-page, never losing sight of the window. The engagement layer is completely customizable and provides the technology base to push not only text, but also video, surveys and any other HTML5-based information that an agent may want to share with a customer, all without having to open new windows or download additional software. Testing has shown that the engagement layer generates 27 percent more conversions with 7 percent better handle time and double the typical survey take rate than the typical secondary browser experience used by most competitive chat solutions. On average, it also produces a 30 percent cost savings on agent costs for a chat program overall.
"Chat can be viewed as a commodity in customer service, but an effective, innovative chat solution can truly make an impact,” said San Madan, president of Customer Sales and Service World Awards. “We were impressed by the TouchCommerce patented engagement layer and feel that the company deserved this recognition for working to understand the customer and enhance the customer experience.”
The Silicon Valley United States worldwide recognition programs consist of 10 annual award programs, each held at a different date and location. The Customer Sales and Service World Awards recognizes people, programs, and companies for their sales and service efforts in keeping their customers satisfied. Winners at the awards banquet receive plaques and trophies created by the makers of the Oscar®, Emmy®, and other major awards.
To view the full list of winners of the Customer Sales and Service World Awards, please visit http://www.cssworldawards.com/world/. To learn more about the TouchCommerce patented engagement layer, please visit http://www.touchcommerce.com/engagement_layer.
Founded in 1999, TouchCommerce delivers results for market-leading brands with innovative online engagement solutions that enhance customer experience, increase revenue and reduce support costs while using real time customer data analytics. For more information, please visit www.touchcommerce.com.