Features

State-of-the art functionality coupled with ease of use

Finding the best live chat software means identifying the features your business needs, and then evaluating providers based on the presence and quality of those functions. Our live chat software includes a long list of features, though on this page we briefly describe some of the most popular. Use the Learn More links to get an in-depth look into any of the features or engage us in live chat to ask a question to a product specialist.

Proactive Chat Invitations

One of the strongest features we offer, live chat invitations enable websites to engage more visitors. Proprietary research shows that a majority of internet shoppers are receptive to being invited and that chat conversations begun via proactive yields six times the conversion rate of normal website visitors.
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Deployment & Customizations

Because the externally facing components of Bold Software products are constructed of HTML, you can completely customize your website visitor's entire experience from beginning to end.
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Operator Chat Tools

Customized alerting allows operators to personalize how work appears while during chats, operators have powerful tools at their fingertips. From a single interface they can direct a customer's browser to a page of their choosing, automatically ensure proper spelling, know when a visitor is composing a message via the real-time typing indicator, and use keyword searching to find the perfect canned message to send the visitor.
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Visitor Monitoring

BoldChat and BoldCCM products include real-time website visitor monitoring which can be leveraged to create invitation rules for any number of custom chat or click-to-call invitations. The entire engine is exposed at the administrative level allowing your company to create rules which employ one or more criteria such as:

search terms repeat vs. first time visitors time on site time on page

page views entry URL left URL

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Reporting & Analytics

Bold Software products allow you to track operator conversions for voice or chat assisted interactions. The conversions can be configured to include value information so accurate commissioning is possible. The reporting engine and scheduler gives supervisors and management the information they need to optimize staffing, identify training needs, and flag SLA deviations.
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Admin/Operator Interfaces

A robust folder system with administratively controlled permissions allows operators to focus on individualized work queues while supervisors can monitor the entire web communications operation.
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Routing and Storage

Complete text interactions are searchable, sortable, and stored indefinitely. An optional data masking algorithm can be enabled to prevent storage of customer sensitive data like credit cards or account numbers. Call and email histories are also held in perpetuity.

In BoldChat Premier and BoldCCM Enterprise a robust ACD (Automatic Chat/Call Distribution) capability allows contact center managers to route chats/click-to-calls to the appropriate agent or agent-group. Settings based on availability and maximum simultaneous interactions improve the end user experience through queue transparency and allow for backend workflow enforcement.

Complete chat interactions can be emailed with the push of a button. Pre- and post-chat surveys empower agents to deliver better service and close more sales while providing a feedback mechanism for continual improvement.
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Email Management

An extremely powerful solution for the management of inbound emails facilitates fast response times and satisfied customers. Organize, assign, escalate, and report on email performance.
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Co-Browsing & Remote Control

From passive viewing to form assistance to complete remote control, Bold Software offers agents the tools they need to assist customers in support or sales scenarios.
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Integrated Click-to-Call

Click-to-call is a powerful technology that leads to more sales and highly satisfied customers. Reports, studies, and analyst briefings agree that website visitor initiated voice communications give firms a competitive advantage. BoldCall technology is fully embedded into the BoldCCM packages.
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Salesforce© Integration

The Salesforce integration module enables the automated creation of cases, leads, and contacts from chat interactions.
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