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    Getting Started with BoldChat Open Forum – Recording Now Available

    February 20th, 2015

    Our February open forum focused on getting started with BoldChat. We reviewed:

    – An overview of BoldChat and how to get started, including set up and tips & tricks

    – A demo of BoldChat in action

    If you missed our BoldChat February Open Forum, it’s not too late. You can still listen to the recorded forum:

    Click here to listen to the Getting Started with BoldChat Open Forum.


    BoldChat Video Resources

    February 11th, 2014

    Last week we wrote about using the BoldChat case studies as a resource to learn how other companies use BoldChat. This week we spotlight our video resources section of BoldChat.com. The videos are categorized as Testimonials, Products, Chat Agents, and Just for Fun. The Testimonials and Chat Agent videos will give you a chance to hear how other BoldChat customers are using chat. The Product videos include the topics Email Management Tool in BoldChat, BoldChat’s Live Chat Salesforce Integration, and Chat Recovery Chat Recapture. The Just For Fun category include Ross getting shot with paint balls and a few cute cartoons staring Bold Dude.

    videolinks

    From the BoldChat.com website, select the Resource tab and then click Video Library. Check back periodically as we add more videos.


    Improve Your Chat Implementation With BoldChat Pro Services

    January 22nd, 2014

    Do you want more out of your chat? We can help! During our professional services engagements, we seek data and inputs from all stages of the click lifecycle to identify the most impactful opportunities for your BoldChat implementation. We then recommend, plan, execute, and measure changes based on what we learn.

    proserviceslogo

    While our professional services experts work to improve your BoldChat implementation, they also train you to become experts in your own right. Our ultimate goal is to empower you and your team to take control of your own implementation.

    The best way to get started is to request a free live chat website evaluation from an expert on our team. We secret shop your site, engage in live chat, and determine how well your implementation adheres to known best practices. This analysis helps you to determine the right level of service for your organization.

    For more details, click here.


    Auto-Generate Reports

    January 15th, 2014

    Do you have a favorite report or maybe a group of reports that you run every day or week? Make your life easier by setting those up as templates and scheduling them to generate automatically. When you are in the Reports area, instead of clicking the “New” button, click Template > Add/Edit Template > New > then select the report you want. The top group of settings is similar to the report generation screen.

    ReportTemplate

    The bottom part of this screen will allow you to schedule a recurring report that gets emailed to the address you enter.


    Defining Operator Hours

    September 6th, 2013

    We were recently asked how to define an operator’s schedule in BoldChat so the operator would be set to unavailable if they forgot to log off. The person asking stated, “Nothing irritates a customer more than trying to chat and no one answers.”

    BoldChat does have a setting for an operator’s starting and ending times for each day of the week. To change these settings within the client application, go to Setup > Account Setup > General > Operators. Select an operator, then click Edit, then click the Other Settings tab.

    EditOperator

    Although there isn’t a lunch break type of setting, there is an option to set the operator’s status to AWAY if their computer is idle for more than X number of minutes.


    Add Visitor Monitoring

    August 23rd, 2013

    Adding live chat to your website is a great way to start engaging with your visitors in a new way. By adding BoldChat’s visitor monitoring capability, you can learn more about your visitors, where they came from, what keywords they used in a search engine, what pages they’ve visited and even what city and state they are in, but even more importantly, visitor monitoring allows you to implement floating chat buttons, time-on-site invitations, and proactive chat invitations.

    Generating the visitor monitoring code is similar to adding the chat button HTML code to your website. Go to Setup > HTML > Generate Floating Button / Visitor Monitor HTML

    visitormonitoring

    Choose your settings. If you are using website labels, select which website you’ll be adding the HTML to. We also suggest selecting an Auto-Invite ruleset even if you’re not using proactive chat invitations today. Should you decide to implement them later, this step will make the process easier.

    visitormonitoring2

    Next, copy and paste the HTML code before the closing </body> tag on every page on your website.

    Once you’ve implemented the code, go to the Visitors tab. You can now view information about your visitors in real time.

    visitor monitoring2

    You can also view visitor information while chatting by clicking on the Visit History tab as well as adding columns for visit information into the grid using the column chooser.


    Customizing BoldChat

    April 17th, 2013

    BoldChat’s button gallery contains 26 different images with 4 text options, 8 colors, and 2 background colors. That gives you over 15,000 possible configurations. The options are infinite, however, because you can also supply your own custom images.

    customizechatbutton

    It’s common practice to make your unavailable chat button grayed-out, subtle, and with descriptive text explaining that chat is not available. When you implement a new chat solution, it might be a good idea for a few weeks to make your regular chat button display even when your operators are not available. With the unavailable email option set, you can gauge what your chat interest is during off-hours.

    Within the chat window configurations, you can define pre-chat forms and post-chat surveys. These are great ways to get feedback and information, but be careful about using too many fields or requiring too much personal information. If you ask too much, participation will decline.

    There are also some great video tutorials about customizing BoldChat in the right column of our Home Tab.


    Setup Up Twitter Searches

    December 5th, 2012

    Social media platforms like Twitter give people a great way to communicate about anything and everything. If people are talking about your company or your market or problems that you can solve, you want to know about it. Finding those communications requires some searching. With BoldChat, you can setup Twitter searches that bring those communications to your attention. From the Twitter interface, click Saved Searches. Select your twitter account and click New. Enter the terms you would like to search. Click the Advanced button for even more search options.

    twittersearch

    Any tweets using your search terms and time frame will appear on your interface, allowing you to communicate, if desired.