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    Auto Answers: Visitors Self-Service

    March 11th, 2016

    As part of the recent release of BoldChat v9.0, we introduced Auto Answers for Enterprise subscribers. Auto Answers is a self-service support feature that allows visitors to submit queries using natural language and instantly find contextual answers without operator involvement.

    When enabled, Auto Answers provides visitors a way to browse questions and answers before chatting live, deflecting common or repetitive engagement from operators. The feature is configured per chat window definition, which allows you to differentiate and customize visitors’ chat experience on your site.

    How do visitors experience Auto Answers?

    The typical engagement sequence for visitors are as follows.
    1. The visitor asks an initial question
    2. The visitor browses and rates the available answers
    3. The visitor initiates live chat if the issue persists
    AutoAnswerScreenShot3
     
    Note: Operators can track visitors’ Auto Answer browsing history as well as their feedback once the live chat is started.
    AutoAnswersHistory

    Step One: Populating the answer pool

    Auto Answers utilizes canned messages to present the most relevant answers to visitors based on various factors, such as frequency of use, popularity, visitor rating and key terms.

    You can populate the pool of questions and answers using either the BoldChat Client or via API calls.

    Adding Canned Messages using the BoldChat Client

    This method is recommended for adding and editing individual messages.

    1. Go to Setup > Account Setup.
    2. Select Chats > Chat Canned Messages.
    3. Select the folder where you want to store messages for Auto Answers. If you haven’t created a designated folder yet, right-click Chat Canned Messages in the left pane and choose New Folder.
      Note: You can organize messages for Auto Answers in folder trees as well as multiple folders, but it is good practice to keep messages intended for Auto Answers in dedicated folders.
    4. Select the Auto Answers folder and click New in the top menu.
    5. Fill in the mandatory fields and click Save.

    Your message is ready to be used with Auto Answers.

    Managing Canned Messages via API

    This method is the preferred way to import large amounts of data, such as an entire knowledge base or FAQ to be used with Auto Answers.

    1. Option. Use Canned Folders CRUD Methods to organize and set up Chat Message folders.
    2. Prepare your content.
    3. Import the corpus using Chat Canned Messages CRUD Methods.

    Step Two: Configuring the Chat Window

    Fine-tune Auto Answers to show content depending on your preferences. For example, when do you want to show Auto Answers to visitors? Will they be forced to read answers, or can they bypass them before engaging with an operator?

    1. In the Desktop Client, go to Setup > Account Setup.
    2. Select your chat window definition you want to use with Auto Answers under Chats > Custom Chat Windows and clickEdit in the top menu.
    3. Go to the Auto Answers tab and select Enable Auto Answers for this chat window.
    4. Use the Auto Answer Status and Auto Answer Type options to adapt Auto Answers to your needs.
    5. Configure how answers are displayed to visitors.
    6. Select the message folders to be used with your chat window under Canned Message Folders for Auto Answers.
    7. Click Save.
    The Auto Answers feature is configured and enabled for your chat window.
    A full list of new features is available at help.boldchat.com. These new features are available immediately for Enterprise customers. To upgrade to the new version 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 latest version.

    Web Dashboard

    August 31st, 2015

    BoldChat version 8.0 includes a new Web Dashboard that allows Enterprise subscribers to view a real-time summary of activity and metrics on any desktop, tablet or smartphone. Dashboards are highly customizable and offer a number of interactive views and presentation options.

    The Web Dashboard (https://dashboard.boldchat.com) gives you the following:

    • Real time visual data of key metrics
    • On-screen notifications for certain metrics, with customizable thresholds
    • Responsive design for easy viewing on desktop, tablet, or phone
    • A set of default charts that you can customize and expand to meet your needs

    dashboard

    Important: To be able to edit and view the Web Dashboard, a user must have the following permission: Setup > Account Setup > General > Permission Groups > Can Access Web Dashboard.

    When viewing on a desktop:

    • View charts (widgets)
    • Edit charts – use the options menu to edit, copy, or delete a chart
    • View and acknowledge notifications
    • If you delete the last chart, you will be prompted to restore default charts upon refresh
    • Arrange charts on the screen – drag and drop by clicking anywhere in a chart’s header

    When viewing on a phone or tablet:

    • View charts
    • View and acknowledge notifications

    Add a chart

    • When viewing the Dashboard on a desktop computer (not a phone or tablet), go to the top of the Dashboard and click + (plus sign)
    • Select the type of chart you want to add. The chart is added to the bottom of the page
    • Go to the bottom of the page to find the newly created chart
    • On the new chart, click the options menu and then Edit to customize the report
      Tip: Don’t forget to rename your chart to reflect selected filters and options
    • Save your changes

    Tip: To build a new report by editing an old one, click the options menu and select Copy. Go to the bottom of the page to find and edit the newly created chart.


    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.


    How to use the Chat Experiment Engine

    April 15th, 2015

    The Chat Experiment Engine is a new feature in version 7.92 of BoldChat Enterprise. An experiment is a targeted modification of any currently deployed HTML snippet/Website definition.

    You can gain insight into your chat strategy by varying the chat button or invitation ruleset that is presented/applied to visitors who qualify for the experiment based on criteria of your choice. Experiments are active for each HTML snippet with which a website definitionis associated.

    For example, let’s say you currently have an HTML snippet deployed to your home page that shows a yellow fixed-position chat button to your visitors. You want to decide if a green fixed-position button will perform more effectively. To test this, you open the Website definition associated with your HTML snippet and set up an experiment that shows the currently deployed yellow button to 50% of visitors (also referred to as the Control Group) and the experimental green button to the other 50%.

    Tip: Experiments are a convenient way to modify buttons and rulesets without re-deploying an HTML snippet.
    1. Open a website definition that is associated with Visitor Monitoring HTML, as follows:
      1. From the main menu of the BoldChat Operator Client, go to Setup > Account Setup. The Account Setup window is displayed.
      2. On the left menu of the Account Setup window, click General > Websites > Edit.
      Remember: Experiments can only be set up for websites that are associated with Visitor Monitoring HTML.

      The Edit Website window is displayed.

    2. On the Edit Website window, click the Experiments tab.
    3. On the Experiments tab, click New. The New Experiment window is displayed.
    4. Name your experiment. You will not be able to modify the name once the experiment has started.
    5. Schedule the experiment, as follows:
      Option Description
      Schedule Start For each HTML snippet to which this website is assigned, begin analyzing visitors at this date and time. It can take up to a minute after the scheduled start time for buttons and invitations to be presented.
      End For each HTML snippet to which this Website is assigned, stop applying experiment filters to visitors at this date and time. Any visitor who has already been presented a test item will still be evaluated.
      Scheduled Close To stop evaluating the behavior of participants still in the experiment, you must close the experiment.
    6. Under Who to include, define visitors who will be subjects of the experiment:
      1. Include either All visitors, First-Time Visitors, or Repeat Visitors
      2. Click Add Filter and select from available filters:
        • Browser type
        • Minimum page views this visit
        • URL Entry/Page/Referrer Contains
        • Visit Email/Info/Name/Phone/Ref Contains
        • Visitor’s Country
        Tip: Filters can also leverage regular expressions (RegEx).
    7. Under What to test, set up your experiment:
      1. Click Add Group and choose an item.
        Note: Current Deployment (or Control Group) refers to the currently deployed buttons and rulesets for a given site (HTML snippet with a Website definition).
      2. Choose a specific instance of the item. Example: ThisSpecificButton or ThatSpecificRuleset.
      3. Add additional items as required (Add Group button).
      4. Set the percentage of visitors included in the experiment who will be engaged by each item in the experiment. Example: Show ThisSpecificButton to 33% of qualified visitors and ThatSpecificRuleset to 33% of qualified visitors, and show the currently deployed item (Control Group) to 33%.
      Test Items Notes
      Fixed Chat Buttons For HTML snippets already using a fixed chat button.
      Floating Chat Buttons A floating button experiment hides a fixed button only when there is no other active floating button in the current deployment.
      Invitation Rulesets For invitations, experiment filters are secondary to filters in the currently deployed invitation. (For example, if your current invitation is filtering for the USA, visitors who are not in the USA will never see experimental invitations regardless of filters set in the experiment).
      No interactions Choose this to show “nothing” in place of the currently deployed item.
    8. Save your changes. The settings are applied to the website definition.
    At the scheduled start time, for each HTML snippet to which this website is associated, visitors will be analyzed and buttons/invitations presented. Visitors can only be presented one item from the experiment at a time.
    Remember: A running experiment cannot be modified.
    To upgrade to version 7.92 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.)

    Zendesk Integration

    February 27th, 2015

    The integration of Zendesk and BoldChat allows your organization to be able to create Zendesk tickets from active or inactive chats directly from the BoldChat client. The Zendesk integration enables you to:

    – Create Zendesk tickets from active or inactive chats directly from the BoldChat client

    – Link chats directly to Zendesk tickets within the BoldChat client

    – Search by Ticket Number, Visitor Name, Email Address

    – Look up customer information automatically via pre-chat forms or by manual search

    – Edit Zendesk tickets within the BoldChat client

    – Write information to Zendesk by editing tickets within the BoldChat client and automatically linking chats with tickets/customer records

    – Setup multiple integration instances when each department in your organization requires a unique Zendesk account

    – Filter by Folder, Department, User Category, User Status, Custom Fields

    To setup the integration, go to Setup > Account Setup > General > Integrations > New.

    Zendesk

    The Zendesk Integration is an included feature for BoldChat Enterprise

    To upgrade to version 7.91 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.)


    Credit Card Obfuscation

    January 16th, 2015

    With our data obfuscation methodologies you are able to replace potentially sensitive data with generic characters to ensure that sensitive information is safe. With the release of BoldChat v7.9, you can now choose to conceal only credit card formats.

    Credit Card Obfuscation allows the concealment of credit card formats to mask user input that conforms to standard credit card number format.

    To setup, go to Setup > Account Setup > Chats > Custom Chat Windows. On the Chat Messages Tab, you can select Only Credit Card Formats under What to Conceal.

    credit card

    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.)


    Invitation Throttling

    January 7th, 2015

    The invitation throttle controls the balance between the number of invitations sent and the risk that your target queue is exceeded. This helps you avoid long queues of unassigned chats when more visitors accept invitations than operators can handle.

    To setup Invitation Throttling, go to Setup > Automatic Distribution > Automatic Chat Distribution Setup

    ACD Invite Throttling

    You are able to customize the following settings:

    Target Queue Size: The target number of chats that you are willing to leave queued for assignment. The invitation throttle adjusts the number of invitations sent in order to optimize queue size.

    Expected Acceptance Rate: The expected likelihood that an invitation will be accepted. You can choose your own percentage or use the calculated value, which is based on a moving average of the actual acceptance rate.

    Throttle Rate: This is your willingness to risk that more invitations will be accepted than your target queue size.

    Invitation Throttling is an included feature for BoldChat 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.)


    Measure Customer Loyalty with NPS

    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.

    NPS

    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.)