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    5 Power Tips for BoldChat Agents – Webinar Recording

    July 19th, 2017

    With 82% of customers having stopped doing business with a company following a bad experience, it’s clear that your customers expect nothing but brilliant experiences every time they connect with your organization.

    Luckily for you, you’re already using BoldChat to help you deliver outstanding customer support. But there’s always room for improvement, right?

    View this on-demand webinar to hear five BoldChat best practices to keep agents at the top of their game.

    During this webinar, agents will learn how to:
    • Increase efficiency with shortcuts, canned responses and more
    • Deliver richer experiences by utilizing customer information
    • Gather feedback to optimize for improvement
    • Plus extra tips and tricks from our BoldChat customer success manager!

    5 Power Tips for BoldChat Agentsview the recording


    Meet Bold360 – Our New Intelligent Customer Engagement Solution

    June 8th, 2017

    Important announcement for BoldChat customers: Today, we introduced Bold360 – our intelligent customer engagement solution.

    Bold360 is an entirely new engagement platform that supercharges your customer intelligence with vital customer data that elevates every conversation— by fueling smarter interactions.

    In our first release, Bold360 includes live chat, email and Facebook Messenger; enhancements to our Auto Answer self-service capabilities; as well as remote support capabilities of file transfer, remote control and co-browse. The web-based solution consolidates these interactions in one place, to give your agents a 360-degree view of every customer, at the point of engagement.

    What does this mean for your business?

    There is no change in how you use BoldChat today. You are not required to migrate to Bold360, although we encourage you to watch our webinar and learn how Bold360 can enhance your customer engagement strategy (if you are unable to join us for the live webinar, please be sure to register so that you receive the recording).

    Watch the Bold360 webinar

    If you have specific questions, please contact your account representative or email us and we’ll get back to you.

    Click here to read the Bold360 press release.


    BoldChat Open Forum – Reporting Best Practices, Part II: NPS, Conversions and Staffing – Recording Now Available

    May 19th, 2017

    If you missed our May BoldChat Open Forum – Reporting Best Practices, Part II: NPS, Conversions and Staffing, the recording is now available. We’ll walk through how to access and utilize BoldChat reports to measure key KPIs, including:

    • Satisfaction/NPS – Are we providing a good experience to visitors? Is satisfaction increasing/decreasing over time?
    • Conversion – Do chats convert? How does chat influence conversion?
    • Staffing – Do we have enough/too many operators? What about certain times of the day/week/month?
    • And more!

    This session also includes a Q&A portion dedicated to addressing individual questions. Click here to watch the May Open Forum: Reporting Best Practices


    BoldChat Open Forum – Reporting Best Practices – Recording Now Available

    April 14th, 2017

    If you missed our March BoldChat Open Forum – Reporting Best Practices, the recording is now available.

    We’ll walk through how to access and utilize our reports to measure key KPIs, including:

    • Queues – Are my queue sizes correct? Are we effectively handling our volume?
    • Volumes – When are there spikes/downtimes? What are my volume trends over time?
    • Managing Operators – Are operators doing their jobs? Who needs training?
    • We’ll also share some of our latest reporting enhancements you can leverage for more granular filtering and grouping.
    • And more!

    This session also includes a Q&A portion dedicated to addressing individual questions.

    Click Here to watch the March Open Forum: Reporting Best Practices


    BoldChat v10.4 is Now Available

    April 1st, 2017

    We are excited to announce the release of BoldChat version 10.4. New features and enhancements include:

    Web Workspace:

    • New url now accessed at https://agent.bold360.com
    • Visual pop-up notifications for incoming chats and emails (to go along with audio notifications)
    • New logo 

    Desktop Client version 10.4:

    • Various stability and performance improvements
    • Various bug fixes

    The release also included various small improvements and fixes. For an expanded list, see What’s New in BoldChat and select Version 10.4.

    For a full list of new features, go to help.boldchat.com. These new features are available immediately in the Web Workspace at https://agent.bold360.com. To upgrade the desktop client to the new version of BoldChat, go to Help > Check for Updates. This will open a browser window which tells you if it’s time to update (Or simply go to our Downloads page and download the most current version).


    BoldChat Open Forum – Back to the Basics for Agents – Recording Now Available

    March 3rd, 2017

    If you missed our February BoldChat Open Forum – BoldChat 101: Back to the Basics for Agents, the recording is now available.

    The Open Forum is an overview of how to get started with BoldChat if you’re an agent for your organization. We’ll walk through how to set up and utilize some of our fundamental features to keep you at the top of your game, including:

    • Operator statuses
    • Canned messages
    • Alerts
    • Shortcuts and commands
    • Visitor history
    • And more!

    This session also includes a Q&A portion dedicated to addressing individual questions.

    Click Here to watch the February Open Forum: BoldChat 101: Back to the Basics for Agents


    BoldChat v10.3 – Small Improvements and Random Fixes

    February 13th, 2017

    With any new release of BoldChat, we have a list of new features that we announce. However, we often mention something like “the release also included various small improvements and fixes.” What does that mean? Most of our releases include up to several dozen small improvements or random fixes that you may not know about. We reach out individually to our customers that reported the issue or requested the fix, but usually don’t broadcast these small fixes.

    We though you might like to see the list of small items involved in the BoldChat v10.3 release:

    • Delay while searching for e-mails containing special characters
    • Discrepancies between Daily Chat ACD Summary and Operator Activity Summary
    • Inbound emails sent to multiple cc are treated as single thread
    • Unable to load Salesforce page layout on .NET client
    • Improving Portuguese (Brazilian) Spell Checking in legacy web client
    • Chat invitation appears cut-off on some mobile browsers
    • Branding Changes causes unknown error
    • Response Time Field/Column not updating in Web client
    • Invite Summary report query on values labelled <none>
    • Typo error “Fris” and “Thur” in Business Hours for Website/Department
    • Operators able to move folders despite permission settings
    • Email attachments not appearing in BoldChat
    • .Net client freezing during search
    • BoldChat exception error in .net client
    • Operator’s name appears blank in chat details/chat grid view
    • Assignments from departments with different priority
    • Auto Answers are not loading for most visitors, they just see the spinning wheel (Buffer)
    • “HTML Source Mode” button missing for email templates in 10.1
    • Chat Status Type discrepancy
    • Exception for Website business hours does not function
    • Excessive query load in ACD single threaded
    • Multiple Assignments on some chats

    Many of these issues only appeared in certain scenarios, so you may not have experienced or noticed any of them. If you do notice any issues, please let us know so we can fix the issue.

    For a full list of new features, go to help.boldchat.com. These new features are available immediately. To upgrade to the new version of BoldChat, go to Help > Check for Updates. This will open a browser window which tells you if it’s time to update (Or simply go to our Downloads page and download the most current version).


    BoldChat v10.3 is Now Available

    February 4th, 2017

    We are excited to announce the release of BoldChat version 10.3. New features and enhancements include:

    Larger Email Attachments: Operators can now attach files totaling up to 25 MB per email.

    Reports: https://reports.boldchat.com

    • Grouping by multiple criteria Chat, Email, and Login reports can now be grouped by multiple criteria simultaneously. This helps generate the information you need without running multiple reports. For example, data can be grouped first by Date, then by Chat Type, then by Button.
    • New Department filters Chat and Email now offer up to four department filters: operator membership, first assignment,  last assignment, and any assignment.

    Web Workspace: https://agent.boldchat.com updates include:

    • New Layout Vertical toolbar to maximize real estate for work items and consistency across upcoming interfaces
    • Password Management Improvements Operators can change or reset their password directly from the Web Workspace
    • Single Sign-On for Web Workspace Administrators in an Enterprise account can now set up SSO for the Web Workspace.

    API:

    • The Provisioning API can be used to change an operator’s department membership
    • getEmailThreads and getClosedEmailThreads can be used to download email threads ordered by last modified date
    • getOperators and getDepartments now also provide a real-time view of the total available capacity per channel via the Capacity, OperatorCapacity and QueueCapacity set of fields.

    The release also included various small improvements and fixes. For an expanded list, see What’s New in BoldChat and select Version 10.3.

    For a full list of new features, go to help.boldchat.com. These new features are available immediately. To upgrade to the new version of BoldChat, go to Help > Check for Updates. This will open a browser window which tells you if it’s time to update (Or simply go to our Downloads page and download the most current version).