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    BoldChat Open Forum: Chat Experiment Engine – Recording Now Available

    May 18th, 2015

    Our May Open Forum was a deep dive into the new Chat Experiment Engine. We showed you how to leverage this tool to test multiple variations of buttons, windows, invitations, and invite rules or rulesets simultaneously.

    During this session, our BoldChat expert:

    • Provided an overview of BoldChat’s new Chat Experiment Engine
    • Reviewed how to set up experiments and run reports to measure success
    • Gave brief demos of the Chat Experiment Engine capabilities
    • Answered questions in a Q&A format

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

    Click here to watch the BoldChat Experiment Engine Open Forum.


    Button Availability Report

    February 6th, 2015

    With the Button Availability Report, you’re able to gain awareness into changes in chat button status and availability. For example: When were your chat buttons available? Did they reach queue limits? Were there times no operators were available? The report also takes operator availability, operational hours, and website availability into account.

    For a given period, you can view data for specific/all chat buttons in your account, or for specific/all types of status change.

    Button report

    The Button Availability Report is available via web reports and is an included feature for BoldChat Enterprise. To access web reports, simply go to report.boldchat.com and login.


    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.


    Testing Your Chat Invitations

    December 13th, 2013

    It’s late in the football season and nobody wants their team to have a quarterback controversy. However, for our websites, we need to make sure those invites are earning their starting spot. Setting up an invitation challenge – or A/B test – is easy and allows you to see if you are using the best invitation. Let’s assume you have an existing invitation in place and have created a new invitation that you think might work better. Go to Setup > Account Setup > Invitations > Auto-Invite Rulesets. Select your ruleset, then click Edit. Select the corresponding rule from the list and select Edit. Scroll down to the line that reads “Activate This Customer Chat Invite”, use the dropdown to select your new invitation and keep your old invitation selected, too.

    MultipleInvites

    Having two invitations tied to this rule will cause the system to randomly serve between them. You can monitor the performance of these two invitations with the Invite Summary report with the Grouping by Rule. This report will let you see how many times each invitation is served, accepted, declined, and ignored. If the new invite has a great acceptance percent, you may have to bench the old veteran.


    Setup Up Twitter Searches

    December 4th, 2013

    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. The Twitter interface is available in the BoldChat Enterprise edition.


    Target Your Tweets with BoldChat

    November 7th, 2013

    targetyourtweets

    With so much buzz about Twitter, many companies have started using it only to discover that social media engagements take resources. Conversing with customers and prospects on Twitter is a resource challenge that gets worse over time because quality service provided by tweets simply encourages others to seek support in the same manner. The result is that companies find themselves struggling to find the best twitter conversations to have and the right resources to manage them. BoldChat’s integrated Twitter Management feature solves both of these problems.

    The BoldChat integrated solution for Twitter is different for two reasons: we built it to manage conversations, not tweets, and we made workflow enforcement automatic, intelligent, and customizable. Our integrated Twitter Management solution empowers companies to find the work to be done, automatically route it to the proper resource to act on it, and then report on successes. To learn more, click here.

    The Twitter functionality is available to Enterprise Edition customers. Watch this short video to learn to setup and authorize your  Twitter account in BoldChat. Please contact us at sales@boldchat.com if you are interested in upgrading to the Enterprise Edition.


    Testing Your Chat Invitations

    October 31st, 2012

    It’s the middle of football season and nobody wants their team to have a quarterback controversy. However, for our websites, we need to make sure those invites are earning their starting spot. Setting up an invitation challenge – or A/B test – is easy and allows you to see if you are using the best invitation. Let’s assume you have an existing invitation in place and have created a new invitation that you think might work better. Go to Setup > Account Setup > Invitations > Auto-Invite Rulesets. Select your ruleset, then click Edit. Select the corresponding rule from the list and select Edit. On the line that reads “Activate This Customer Chat Invite”, use the dropdown to select your new invitation and keep your old invitation selected, too.

    MultipleInvites

    Having two invitations tied to this rule will cause the system to randomly serve between them. You can monitor the performance of these two invitations with the Invite Summary report with the Grouping by Rule. This report will let you see how many times each invitation is served, accepted, declined, and ignored. If the new invite has a great acceptance percent, you may have to bench the old veteran.


    Recap of Getting More Out of BoldChat: Proactive Invitations

    October 24th, 2012

    Proactive invitations are a great way to engage your visitors and give you multiple options to customize the sales and support functions on your website. You can chose the invitation message that is displayed, as well as, when, where, and to whom it is displayed. In addition, you can create multiple messages, each with its own set of rules to match the desired scenario. Visitors following a link from an ad can receive a custom invitation referencing that promotion, while someone struggling to check out can receive a completely different message which can reduce shopping cart abandonment.

    Our recent Getting More Out of BoldChat Webinar on Wednesday, Oct 17 focused on proactive chat invitations. We looked at survey results referencing the effectiveness and the pitfalls of proactive invitations. Engaging customers in chat is a great way to increase the success of your site, but you don’t want to drive anyone away. BoldChat’s extensive configuration parameters allow you to take full advantage of proactive invitations while designing rules that will limit intrusiveness to the visitor. The webinar demonstrated the configuration of proactive chat invitations and rulesets. proactivewebinar

    If you missed the webinar or would like to take another look at it, you can download the presentation slide deck. A full recording of the webinar is available too.

    For questions about proactive invitations, please chat or call BoldChat Support. If you would like more in-depth assistance, contact our professional services team.