December 15th, 2014
NPS (Net Promoter Score) is a benchmarking technique to gauge customer loyalty and happiness. With BoldChat v7.9, you can now add NPS as an option for post-chat surveys and report on your findings with our new NPS web report.
NPS is based on a single direct question:
How likely is it you would recommend us to a friend or colleague?
Respondents fall into three categories:
- Promoters rate your company a 9 or 10. They will consistently recommend you when asked about it.
- Passives rate your company a 7 or 8. They are considered to be fairly neutral and will not deter anyone from buying from you.
- Detractors rate your company between 0 and 6. They will discourage others from buying from you.
The score is calculated by subtracting the percentage of Detractors from the percentage of Promoters, yielding a score between -100 and 100. The fewer the Detractors, the better your score is.
To setup, go to Setup > Account Setup > Chats. On the Post-Chat Form tab, click Show survey to visitor after they end the chat, then select Prompt for Net Promoter Score.
To upgrade to version 7.9 of BoldChat, go to Help > Check for Updates, this will open a browser window that tells you if it’s time to update. (Or simply go to our Downloads page and download the most current version.)
December 5th, 2014
A new shorthand code allows operators to quickly insert a canned message with just a few keystrokes. Simply type a shorthand code followed by a space in the chat editor and it automatically replaces the code with the canned message.
To set up a shorthand code, go to Setup > My Canned Messages Setup > Create New Item. The shorthand code can contain alphanumeric characters only.
Once the shorthand code is setup, it can be used immediately. To use, type the shorthand code in the chat editor followed by a space.
Shorthand is an included feature for BoldChat Premier and Enterprise
To upgrade to version 7.9 of BoldChat, go to Help > Check for Updates, this will open a browser window that tells you if it’s time to update. (Or simply go to our Downloads page and download the most current version.)
June 20th, 2014
If you have words that you use often that are tough to spell or have some challenging capitalization, you can define them in your personal auto correct list. For example, LogMeIn, is tough to read if the capitalization is incorrect. We can define an auto correct rule to always change “logmein” or “Logmein” to “LogMeIn.”
Start by typing the incorrect form or spelling of the word in your typing pane. Next, right click on the word and select “Auto Correct”.
You can select one of the suggested corrections or select “Auto correct as …” to enter your corrected word.
After typing the new correction, click OK. Anytime you use the incorrect form of that word, the system will change it to the corrected version for you.
April 18th, 2014
With BoldChat version 7.7, you can set your chat windows to detect the end user’s browser language and automatically render the window elements in one of BoldChat’s supported languages. Additionally, you can choose to present a language selection option in the pre-chat form allowing the visitor to select from a list of languages you have configured and the chat window will instantly rebrand to show the appropriate translated view. Supported languages besides English include French, German, Spanish, Italian, Dutch, or Brazilian Portuguese.
To setup the multi-language chat window feature, go to Setup > Account Setup > Chats > Custom Chat Window. Select the custom window you would like to edit or click New to create a new chat window. In the Brandings tab, click the ellipsis button and select the languages you want to support.
To upgrade to version 7.7 of BoldChat, go to Help > Check for Updates, this will open a browser window that tells you if it’s time to update. (Or, simply go to our Downloads page and download the most current version.)
March 12th, 2014
Email remains the preferred communication method of online consumers, despite all of the options available today. Unfortunately, most email applications create individual silos of information and limit group collaboration. Even worse, many times email sent to a group of people never get assigned or owned by anyone.
BoldChat’s Email Management supports a collaborative approach.
- Assign, route, escalate and organize: Ensure customers and prospects are responded to with accurate information in a timely manner
- Team-based: Treat emails like work tickets.
- Integrated: Associate emails with chats & calls
You can get other operators involved by adding them to the discussion:
Email Management is an included feature in BoldChat Enterprise.
February 25th, 2014
A handy feature to help you respond to questions is adaptive canned messaging. When you click on “Search Canned Messages,” canned messages appear in a fixed field beside your chat. If you use BoldChat Premiere or Enterprise, you have a feature called Adaptive Canned Messaging.
This feature uses a proprietary algorithm that automatically searches your library of canned message based on the real-time conversation occurring between you and the website visitor. The most appropriate responses appear right where you need them.
To use the feature, simply click on “Search Canned Messages.” Each time your visitor sends a message the adaptive canned messaging will search for possible answers. Each time you type and then pause for a second, the canned messages will again be searched. If you need something more specific, simply highlight specific text in the chat and it will again search for similar canned messaging.
This feature will actually get “smarter” the more it is used because of its built-in learning methodology. As search results are selected and sent, the text used as part of the search becomes a “learned text” entry associated with that canned message and saved at the server level. Because Adaptive Messaging queries both the raw messaging content and the learned text, search results get better and better. Learning is stored at the server level, so the entire user community of your account shares the benefit.
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.
From the BoldChat.com website, select the Resource tab and then click Video Library. Check back periodically as we add more videos.
