TouchCommerce and Total Gym Fitness Increase Smartphone Engagement via Mobile TouchGuides Solution

TouchCommerce TouchGuides move customers quickly to self-serve with less strain on customer service resources

AGOURA HILLS, Calif.--()--TouchCommerce, the innovative leader in omni-channel engagement solutions for market-leading brands, today announced that Total Gym Fitness, the world’s leading privately-held supplier of functional and bodyweight training equipment, has achieved strong results with the company’s implementation of mobile TouchGuides on smartphones.

As with many retail brands, Total Gym has observed that while mobile traffic continues to increase, conversion rates remain lower on smartphones as compared to desktops and tablets. This is likely a result of the casual browsing mentality of smartphone visitors who are conducting initial research. There are opportunities to better engage smartphone visitors by optimizing usability and related design, recognizing the different nuances in smartphone user behavior versus desktop and tablet.

“As we continue to see traffic shift to smartphones, our engagement strategies must follow the consumer and what consumers perceive as their desired shopping process,” said Bernard Louvat, president and CEO of TouchCommerce. “TouchCommerce is continually developing and testing new solutions in collaboration with brands like Total Gym Fitness to identify shopper preferences and incorporate the latest e-commerce best practices in today’s omni-channel environment.”

Similar to TouchGuides on the desktop, the mobile guides complement live online engagement by helping customers move through the site and self-serve quickly with less strain on customer service resources. The automated guides provide easy step-by-step product comparison navigation resulting in the selection of the optimal product for the consumer. As with all TouchCommerce mobile engagement solutions, the mobile version of TouchGuides has been designed and tested to offer an intuitive user experience specifically intended for the mobile environment.

An early adopter of the mobile TouchGuides solution, Total Gym Fitness has observed significant increases in mobile engagement by adding mobile guides as an option for smartphone users. On the whole, live chat is responsible for more than 70 percent of orders that TouchCommerce secures for Total Gym through its online engagement program. However, in a recent A/B test on Total Gym’s site, visitors coming from smartphones were five times more likely to engage with an automated mobile guide than click to chat to assist in the early stage navigation of the site. This supports the notion that shoppers have a different browsing mentality when visiting a retail website on their smartphones versus desktops and tablets.

“For us, mobile guides have been very effective in boosting interactions with our smartphone visitors who may not have engaged with us through other online engagement channels,” said Joe Crowley, vice president of marketing at Total Gym Fitness, LLC. “In our partnership with TouchCommerce, we are always assessing new strategies and optimizations to take our customer engagement program to the next level. It’s always exciting to see when a new approach resonates and yields results.”

For more information and video demos of TouchCommerce mobile engagement solutions, please visit www.touchcommerce.com/mobile. To access the TouchGuides feature live on the Total Gym website, please visit the Products section and click on "Best Gym For You."

About TouchCommerce:

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 Total Gym®

The Total Gym® is the ultimate workout machine utilizing an individual’s own bodyweight as resistance to perform more than 80 total-body functional exercises. Total Gym uniquely incorporates the use of multiple muscle groups together in all planes of movement, the most efficient way to exercise and see results. Total Gym, rooted in the physical therapy market since 1986, entered the consumer “home fitness” market in 1996 with the airing of its first television infomercial, featuring long-time user Chuck Norris and co-host Christie Brinkley, is broadcasted to 85 countries and credited with sales of over four million units worldwide. For more information, visit www.TotalGymDirect.com or call (877) TOTAL-GYM.

Contacts

TouchCommerce
Natasha Grach, 818-856-0555
press@touchcommerce.com

Release Summary

TouchCommerce and Total Gym Fitness increase smartphone engagement via mobile TouchGuides solution to move customers quickly to self-serve with less strain on customer service resources.

Contacts

TouchCommerce
Natasha Grach, 818-856-0555
press@touchcommerce.com