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    Artificial intelligence + human interaction = customer engagement win!

    October 10th, 2017

    With AI interactions (including chat bots) accounting for a massive 33% of all customer interactions in the next five years, it’s time to think about the future of your digital engagement strategy.

    Watch this on-demand recording for insights on our thoughts around advanced intelligent automation. Plus get the chance to see our new AI tool (Nanorep) plus Bold360 live in action!

    Future-Proofing Your Digital Engagement with Artificial Intelligence

    Watch and discover:

    • Ways chat bots and human interaction can work together to seamlessly solve customer problems.
    • Why AI isn’t anti-engagement, but instead can be used to enhance the customer experience
    • How AI is transforming customer engagement and real-world examples of success

    WATCH THE RECORDING


    BoldChat 12.0 is now available!

    October 2nd, 2017

    We are excited to announce the release of BoldChat version 12.0.

    New features and enhancements include:

    Web Workspace:
    • Operators can now handle SMS in the Web Workspace.

    Operator Client version 12.0:
    • Various stability, performance, and security improvements.
    • Various bug fixes.

    API Enhancement:
    • Simple authentication can be enabled for API triggers.
    • Custom ports can be used in addition to defaults (80, 443) for API trigger endpoints.

    To view previous BoldChat feature updates and to access various support materials, visit help.boldchat.com

    If you have any specific questions for the BoldChat team, please reach out to your account manager, or email support@boldchat.com

    BoldChat Version 12.0 was released on Friday, September 29.


    5 Key BoldChat Metrics You Should Be Tracking – Webinar Recording

    September 14th, 2017

    Watch this webinar recording for an overview of five essential KPIs you should be measuring within BoldChat.

    During this webinar, we walk through the tools available (and how to configure them) to help you confidently track these key metrics, allowing you to closely monitor and communicate BoldChat’s impact on your organization.

    Key metrics covered include:
    • Conversions: What % of visitors are converting and where are they converting from?
    • NPS: How satisfied are your customers and is there room for improvement?
    • Effectiveness: Are inquiries being resolved within your target SLAs and are agents managing their time efficiently?

    VIEW THE WEBINAR


    5 Power Tips for BoldChat Supervisors and Administrators – Webinar Recording

    August 7th, 2017

    This proved to be a popular webinar for our BoldChat supervisors and admins.

    Take a look at the recording and you’ll learn five key tips to help you and your team take your BoldChat expertise to the next level!

    View this on-demand webinar and learn how to:

    – Simplify the chat experience for your customer
    – Enable your agents to be even more successful
    – Save time with BoldChat integrations
    – Monitor and optimize for improvement
    – And so much more!

    5 Power Tips for BoldChat Supervisors and Administrators – view the recording

    Please send any of your follow-up questions to BoldOpenForum@logmein.com

     


    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