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Live chat and why simplicity matters


Written By: admin | Date: Tue, 25 Jun 2013

"Simplicity is the ultimate form of sophistication." -Leonado da Vinci

When researching live chat, some vendors may tell you that a successful Enterprise implementation, with many business rules and departments, will take 60 – 90 days to be successfully rolled out. Having a rapid deployment of live chat can be a significant competitive advantage. Traditional channels like email and phone, may cost up to 3 times more than the cost per chat.

Today, businesses see a need to provide instant gratification for service or risk losing customers. With this in mind, it is crucial to quickly roll out a live chat solution and then focus on fine tuning business rules such as routing, effective proactive invitations, and measuring customer satisfaction. This process of rolling out and then fine tuning allows for the changes that are necessary in a business climate that constantly changes. With live chat, as with many other business tools, there is no perfect roll-out. It is a continuing effort to keep making changes, as needs change.

IT departments and web developers love BoldChat because of the simplicity. Initial implementation is as easy as clicking a button to copy the HTML code, and then pasting it onto a website. Updates to distribution rules, chat window and invitation designs, and proactive rule logic can be done within a matter of seconds within the BoldChat interface. The changes will apply in real-time.

For most companies, updates made after the initial implementation don’t require going back through an IT department. For example, if you want to do A/B testing of your proactive invitations, the process is simple and it’s built into the product.

That simplicity wouldn’t work without the ability to report on the findings and then take action. BoldChat’s robust reporting engine provides you with the proper data to make intelligent business decisions by determining return on investment and areas for cost reduction measures. Reports are available for all channels managed through BoldChat, including live chat, e-mail, click-to-call, Twitter and even SMS text.

BoldChat’s solution is quick to implement and scales up quickly without sacrificing quality. This scalability is how the solution has been implemented at many sites in less than 30 days, and for some, within a week. So how is an implementation possible within a week? It comes down to 2 main factors:

  1. Dynamic, secure code that’s easy to implement.
  2. Supportive Professional Services team (when needed) who are focused on customer success.

If you’re reading this post and want to learn more on how to have a rapid and successful deployment of live chat whether you have 2 agents or 100 agents, contact one of our chat specialists. We’ll be happy to discuss working together for a successful live chat implementation to meet your needs.

 

BoldBlog | Live chat and why simplicity matters
 

 

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