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    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.

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    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.


    Stop Missing Chats: Automatically Set Your Status to Away

    November 18th, 2013

    If you’ve ever forgotten to set your chat status to away when stepping away from your desk, going to lunch, or leaving the office for the night, there’s a quick and easy fix to prevent chats from coming into BoldChat when no one is there to answer them.

    Go to Setup > Account Setup > General > Operators. Select your name from the list and click Edit.

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    In the Other Settings tab, check the box next to “Set My Status to AWAY if my computer is idle for more than __ minutes.” Then set the length of time. Ten minutes is a good starting point, but you can easily edit the setting at any time.


    Target Your Tweets with BoldChat

    November 7th, 2013

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    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.


    Live Chat in Support Environments

    October 30th, 2013

    Based on a primary research effort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. This report, inspired in part by data released from Ovum, had the following goals: Live-Chat-Support-Environments

    • To understand how organizations are using live chat to engage with prospects and customers.
    • Investigate what metrics are important to organizations using live chat for support engagements.
    • Learn why they believe live chat helps them to achieve their business goals.

    The report concludes that customer satisfaction is the most important metric in use today, live chat can have a positive influence on satisfaction, certain live chat features contribute to a firm’s ability to achieve high levels of satisfaction, and that maintaining these levels will become increasingly challenging as customers request support through an increasing number of channels.

    To read more, download the PDF


    Make Chat Button Disappear When Operators Are Unavailable

    October 15th, 2013

    A blog reader asked for instructions to set up a chat button that disappears when no operators are available, so we are sharing the information here.

    From the client application, select Setup > Account Setup >Chats > Custom Chat Buttons. Select your default button and then click Edit. For the When Unavailable setting, check Show No Button and click Save. The chat button will not display when operators are unavailable.

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    An alternative is to create a button that reads “Email Us” and set it as your unavailable button. Then set your chat window to prompt for an email when no operators are available. To do this, Setup > Account Setup >Chats > Custom Chat Windows. Select your default chat window and click Edit. Then, click the Unavailable Email Form, click Enable, fill in the desired email address, and click Save.

    The final step is to make sure your operators are logging off or setting themselves to unavailable when away from their computers. If you have some that just can’t remember, you can automate the process. Select Setup > Account Setup > General > Operators. Select the operator in question, click Edit, click the Other Settings tab, the check Set “My Status” to AWAY if my computer is idle for more than. Finally, select the number of idle minutes and click Save.


    Split View of the Chat Pane

    September 23rd, 2013

    If you are engaged in a chat and a discussion about that chat, it helps to see them both at the same time. You have the option to split your chat pane to display multiple tabs. To split the view, click and hold one of the tabs and drag it down.

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    A blue and white icon will appear that allows you to drop that tab either above, below, right, or left of the chat pane. Drop your tab on the direction you desire.

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    You can split this view multiple times with any of the tabs. To return to a single tab view, click and hold the split tab and drop it back into the list.


    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.

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    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.


    Organize and Collaborate with Email Management

    July 25th, 2013

    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.

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    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:
    emaildiscussion
    Email Management is an included feature in BoldChat Enterprise.