TouchCommerce and Dixons Carphone launch live chat program
January 22, 2015 11:34 AM
AGOURA HILLS, Calif. — January 22, 2015 — TouchCommerce, the innovative leader in omni-channel engagement solutions for market leading brands, today rolled out its TouchCommerce TouchChat™ online customer engagement solution for the UK-based Currys PC World brand of Europe's leading specialist electrical and telecommunications retailer Dixons Carphone. With this new chat program, customers can now instantly access live help from technology experts on the Currys and PC World websites (www.currys.co.uk, www.pcworld.co.uk) 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 of TouchCommerce. “This multi-channel effort is tailored to address today’s increasing demand for personalized self-service, mobile engagement, and a seamless shopping experience in the omni-channel environment. Retail organizations that approach these trends with innovative, integrated strategies are poised to deliver great results."
The Currys and PC World websites 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.
“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.”
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 omni-channel environment. 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. 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.
TouchChat is being used by Currys PC World, effective today. To view the service, please visit www.currys.co.uk / www.pcworld.co.uk. For more information on TouchChat, please visit www.touchcommerce.com/touchchat.
Founded in 1999, TouchCommerce delivers results for market-leading brands with award-winning, innovative omni-channel 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. Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.
About Dixons Carphone:
Dixons Carphone plc is Europe's leading specialist electrical and telecommunications retailer and services company, employing over 40,000 people in 14 countries.
Focused on helping customers navigate the connected world, Dixons Carphone offers a comprehensive range of electrical and mobile products, supported by expert after-sales services from the Geek Squad and Knowhow. Business-to-business services are provided through Connected World Services, PC World Business and Carphone Warehouse Business.
Dixons Carphone’s primary brands include Carphone Warehouse, Currys and PC World in the UK and Ireland. Customers shop with Elkjøp, El Giganten, Gigantti and Lefdal in the Nordic countries, Kotsovolos in Greece, Dixons Travel in a number of European airports and Phone House in Germany, the Netherlands, Portugal, Spain and Sweden. Our key service brands include Knowhow in the UK, Ireland and the Nordics, alongside Geek Squad across the UK, Ireland and various other European markets. For more information about Dixons Carphone plc, please visit www.dixonscarphonegroup.com