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  • Workspace
  • Adaptive Messaging
  • Routing
  • Chat Tools
  • ActiveAssist


The Agent Workspace is a revolutionary new interface from BoldChat that draws upon our extensive research and experiences with customers. Nobody invests more in understanding what makes a successful visitor engagement, and with this new feature, all our knowledge is built in.



 
 
Intuitive Layout
 
In our annual live chat effectiveness research, we discovered that agent knowledge and speed were the most critical elements determining a chat session’s success according to the panel of regular internet shoppers we surveyed. The Agent Workspace impacts both with immediate results.
   
Prioritized Work Queue
 
Work is automatically organized for the agent with the most important items at the top. With both sound and visual cues, agents can quickly see which items need attention. By clicking the item or the “Next Item” button, the agent can select it and begin work.

   
Centralized Intelligent Workspace
 
The Workspace enables the agent to work across items – chats, SMS messages, emails, etc... all from the same interface. The most frequently used tools are omni-present while other data is just a click or hover away. Partial work is saved automatically so an agent can, for example, leave a half-written email in order to respond to a new incoming chat.

   
SLA Metrics Read-Out
 
Real time service level data appears along the bottom of the Workspace letting agents know if they are meeting or exceeding corporate benchmarks. Average response time, average speed of answer, and more are available at-a-glance.

   
Administrative Controls
 
Items appear in the Agent Workspace largely because of built-in intelligence around prioritization, but also because of decisions made by administrators. Reassignment times, limitations around simultaneous chats, email routing, and more are accessible to administrators.
 
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One of the most useful features in live chat is the ability to quickly create and access canned responses to frequently asked inquiries. A proprietary algorithm automatically searches the canned message repository based on the real-time conversation occurring between the operator and the website visitor. Productivity is maximized because the most appropriate responses appear right where the agent needs them.

 
 
Triggers and Agent Controls
 
Adaptive Messaging is a powerful feature integrated into the natural workflow of chat. As the chat interaction progresses, Adaptive Messaging continually updates in order to place the most appropriate responses at the top of the list for the agent. Agents can pause the Adaptive engine whenever they want with a simple click. When active, the feature searches every time a new inbound message arrives. Agents can direct the search as well by:
  • Typing followed by a 1-second pause, or
  • Highlighting text inside the chat


   
Exposed Selection Logic
 
When a message is selected, the Adaptive engine exposes the reasons why it was chosen directly in the interface. For the agent, this completes a feedback loop which improves every subsequent search the agent conducts.

 
Account-Level Learning
The Adaptive Messaging feature gets more accurate over time because of its built-in learning methodology. As search results are selected and sent by the operator, 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. And, because learning is stored at the server level, the entire user community of your account shares the benefit.
 
 
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This set of features is all about efficient operations. As your business grows and chat volume rises, the ability to separate chats, group operators, and automate assignment becomes increasingly important.


 
  Routing    
Routing Rules & Permissions
Automatic Distribution
Multiple Assignment Algorithms
 

 
 
Routing Rules & Permissions
 
Administrators set up departments, folders, and permission groups in order to route incoming work to a desired destination and to grant access to those destinations to the appropriate personnel. Routing directs items, likes chats and emails, to the right place so that agents, or groups of agents, can take ownership of the items and use the best tools available to assist.

For example, administrators using departments, folders, and permission group settings, can effectively:

  • Structure tiered support so that chats can follow internal escalation procedures such that as the chat is escalated, operators gain access to more advanced help tools (like remote control)
  • Segment sales from support for inbound chats and emails
  • Support multiple websites with either the same or totally different teams

In high volume environments, administrators will want even more control over work assignment based on agent workload, department rollovers, and more. The Automatic Distribution engine is required for these types of deployments.

 

Automatic Distribution Engine

Automatic Distribution logic enables sophisticated distribution and assignment of incoming work to the right agent. The logic can be configured for an entire account, though override controls are available at both the department and individual operator levels.

The engine allows administrators to specify reassignment time thresholds, the number of concurrent work items allowable and automatic disablement of on-site chat buttons if the queue reaches a certain size.

 
   


Multiple Assignment Algorithms

The Automatic Distribution Engine can assign work based on different logic.  Customers can choose to deliver work in a round-robin, least-busy, or most-busy methodology.  The logic isn’t mutually exclusive meaning that customers can use different assignment algorithms inside the same account – round-robin for sales departments and least-busy for support operations, for example.

 
 
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From beginning to end, keyboard-based chat interactions offer agents the opportunity to assist multiple customers while readily accessible tools empower them to exceed expectations for both sales and support.

Live chat is an efficient way to help website shoppers and existing customers not only because it facilitates concurrent interactions, but also because of the powerful tools agents can use during chat sessions.




 
 
In-Chat Toolbars
 
Drag & Drop Images
While canned messages can include images, most operators prefer the real-time ability to drag and drop an image directly into the chat window.

One-Click "Answer & Greet"
Agents can accept a chat, answer it and send the visitor an initial greeting all with a single button click.

Auto-Spell Checking with Multi-Language Support
Ensure professional communications with automatic spelling correction. While the BoldChat client application is offered in English only, the product does include built in language dictionaries. Operators may type chat and email text in any language and now, that text will be spelled checked automatically. Supported languages are: English, Spanish, French, German and Russian.

Text Tools
Live chat operators can increase font size, change colors, italicize, bold, and highlight.

Typing Indicator
A user favorite, this feature is especially helpful when managing multiple chats.

 
View Window
 
The default grid-view of the operator interface is just one way agents can manage chats assigned to them. Another is the instant-messenger paradigm of individual windows. This option maintains access to all of the tools available and additionally allows operators to stack up chats across multiple monitors.

 
Canned/My Messages
 
Canned responses increase productivity by eliminating the need for agents to repeatedly type answers to common questions. Once an operator selects a canned message, they can edit it to add a personal touch. With the My Canned Messages feature, agents have even more control; they can create their own unique set of messages and re-order the master list of messages to their liking. Access to the messaging knowledge base occurs through folderization, hot keys, or keyword searching.

     
 
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Chat Now
 

Support managers know live chat offers greater agent productivity and customer satisfaction versus other communication channels. One reason for this is that additional support tools needed to resolve more complex customer issues can be easily integrated into the chat experience. BoldChat’s ActiveAssist functionality offers agents the ability to remotely control a target computer or engage in a co-browsing session.


 
 
ActiveAssist
   
LogMeIn Rescue Integration
*Rescue subscription required

 
Active Co-Browsing
 
 

 
 
LogMeIn Rescue Integration Overview
 

LogMeIn Rescue is a comprehensive web-based remote support solution that provides on-demand permission-based access to remote PCs, Macs and mobile devices.  Users can remotely control computers and smartphones in real-time – from anywhere in the world.  BoldChat’s integration with Rescue enables agents to seamlessly initiate screen sharing and control sessions while chatting with customers.
Rely on LogMeIn BoldChat and Rescue – better together:

  • Make more customers happy, lift customer satisfaction rates
  • Boost productivity while reducing overall support costs
  • Achieve Net Promoter scores above industry standards

Rescue provides BoldChat customers with on-demand remote support in seconds.

  • Connect to PCs and Macs without pre-installed software
  • Fix issues on smartphones and tablets fast
  • Improve first-call resolutions and overall customer care

BoldChat allows Rescue customers to easily, effectively engage customers with live chat.

  • Deliver proactive customer service over the web
  • Seamless escalation from customer service to support
  • Maximize sales and support team productivity


 
Powerful Remote Support
 

Agents can easily initiate new Rescue support sessions from the BoldChat client while chatting with a visitor. 

  • Once the session is created the agent is able to send a screen sharing or control request to the customer via the Rescue Technician Console. 
  • During the support session the agent has access to full Rescue functionality. 
  • From the customer perspective all agent communication and session management is centralized within the chat window and the window will re-spawn after a re-boot.
  • Agent credentials can be stored so they do not need to be reentered each session.
  • Rescue session data is fully incorporated into BoldChat reporting.


 
Active Co-Browsing
 
This powerful feature lets chat operators initiate a live co-browsing session with website visitors. During the session, operators can control the prospect's browser, highlight areas of interest, and assist with form-filling.

     
 
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See BoldChat in action,
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expert to get your answers.
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functional 10 day trial.
 
 
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Chat Now
 
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Product Feature Comparison Chart
 
 
 
Every feature, for every product in one easy-to-use chart.
 
click here to view the chart.
 
 
 
 
 
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