Abt-Electronics2
Abt Electronics
Case Studies Abt Electronics is the nation’s largest single store consumer electronics retailer, selling more than 12,000 individual products. Its growing online business – a member of the elite Internet Retailer Top 500, needed a fast and effective way to address customer sales and support questions.
Appliance-Zone
Appliance Zone
Case Studies ApplianceZone.com is the fourth largest online appliance parts company in the country. With more than 15,000 customers a day, the company needed an online communications solution to meet rapidly increasing demand.
Blue-Soda-Promo
Blue Soda Promo
Case Studies Blue Soda Promo is a promotional products company that carries more than 800,000 high quality products and prides itself on “ridiculously good customer service.
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Credit Alliance Group
Case Studies The market today is changing rapidly for debt management companies like Credit Alliance Group. Under new economic pressures, the number of potential customers is skyrocketing. Every day, families are pounded with news about job cuts and are watching the values of their homes and retirement funds shrink. As consumers use credit cards for everyday transactions, like groceries and utility payments, personal debt is often reaching $10,000 to $250,000. Those who would normally be in good shape are finding themselves in an uncomfortable and unfamiliar situation.
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Dreams Retail
Case Studies Dreams Retail, an Internet Retailer Top 500 company, sells more than 100,000 sports licensed items for more than 6,000 teams and players. As the company experienced explosive growth across its nearly 50 e-commerce sites, they looked for a way to offer their sport fan customers a more satisfying shopping experience and to fend off increasing competition.
Exent-Technologies
Exent Technologies
Case Studies

As the world’s leading games on demand company, Exent works with companies like Verizon, Turner Broadcasting, Comcast, CBS/Showtime and Virgin Media to help them service their customers. Given the immediate nature of on-demand gaming, it’s no surprise that Exent has a client base that requires instant support and exceptional service.

iS3
iS3
Case Studies iS3, creator of the award winning anti-spyware technology STOPzilla, ANTIfraud and other solutions, needed a more nimble and efficient way to support prospects and customers. Switching to BoldChat from a market leading competitor, iS3 streamlined its customer services, reduced response time and increased productivity – all at a more than 70% savings in the first year alone.
Miyachi-Unitek-Corporation
Miyachi Unitek Corporation
Case Studies

Miyachi Unitek is a leading manufacturer of equipment and systems for resistance welding, laser welding, laser marking, laser cutting, and hot bar reflow soldering and bonding. The company provides products to a wide range of markets, including the medical device, battery, electric vehicle, and solar industries, as well as the global electronics, automotive, and general industrial markets.

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SalesNexus
Case Studies Managing email inquiries is a problem many companies simply don’t realize they have. An inability to manage inbound emails causes organizations to miss sales opportunities and deliver poor service to existing customers. BoldChat customers effectively utilizing Email Management are able to simply and effectively route emails into the correct workflow. This document illustrates two typical case studies of customers who use Email Management in their daily operations.
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SendThisFile
Case Studies Managing email inquiries is a problem many companies simply don’t realize they have. An inability to manage inbound emails causes organizations to miss sales opportunities and deliver poor service to existing customers. BoldChat customers effectively utilizing Email Management are able to simply and effectively route emails into the correct workflow. This document illustrates two typical case studies of customers who use Email Management in their daily operations.
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Sundance Catalog
Case Studies

Sundance Catalog, part of Robert Redford’s Sundance Group, was first mailed to customers in 1989 to offer unique and handcrafted products to its customers. After adding an online retail presence, Sundance decided to incorporate chat as part of the customer service experience.

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The North Face
Case Studies An outdoor product company specializing in clothing and equipment, The North Face has been creating innovative designs that push new technologies and inspire for more than 40 years. The customer is at the heart of everything The North Face does, so when the customer service team was given the responsibility of implementing live chat, their goal was to establish an online communication channel that would truly enhance the website experience for visitors. With this in mind, The North Face customer service team tested several live chat providers, putting them through a rigorous process that included information gathering and multiple demos with a team of 12 customer service representatives.
Vornado
Vornado
Case Studies The Vornado company is a legend in their industry as the 'Leader in Air Flow Technology.” Consumer interaction is important to the Vornado brand, so including chat on their website, where consumers can have not just a quick dialogue with a Vornado product specialist, but a live conversation, was a necessity. Using BoldChat Enterprise gave Vornado the opportunity to meet this communication need and to solve an increasing email management need too.
Whiteflash
Whiteflash
Case Studies

Whiteflash is an eCommerce diamond jeweler specializing in A CUT ABOVE® ideal cut diamonds. Widely viewed as the diamond experts and worn by celebrities such as P. Diddy, Jay-Z, Lindsay Lohan, Jessica Alba and Oprah Winfrey, the Whiteflash brand is synonymous with fire, brilliance, and beauty. When Whiteflash began looking at live chat providers, they had a live chat solution in place that was not meeting the company's needs. The company chose BoldChat for three primary reasons...

5-Live-Chat-Implementation-Best-Practices
5 Live Chat Implementation Best Practices
Datasheets This document on live chat implementation best practices comes from BoldChat's years of experience with thousands of customers. We've helped companies of all sizes to achieve outstanding results and impressive ROI through live chat. During our engagements, we've learned a few things along the way which we're happy to share here. (1) Ensure Staff is Ready: One of the biggest mistakes made by organizations is thinking people can effectively take calls and chats simultaneously. There are very few circumstances under which an agent can do this effectively. If you're going to implement live chat, be prepared to staff it appropriately. (2) Don't Hide the Chat Button: Place the chat button...
Email-Managment
BoldChat Email Management
Datasheets The statistics don’t lie — most organizations are abysmal at responding to email inquiries. In both support and sales situations, companies are doing a terrible job keeping up with the volume. In fact, it’s volume that may be causing the problem:

In 2013, over 183 billion email messages were sent every day. That’s 2.1 million messages per second.

A recent study conducted by Internet Retailer Magazine revealed that 73% of web merchants receive at least 50 support emails every day. Nearly a quarter of companies reported receiving more than 200 inquiries daily.
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BoldChat Enterprise Overview
Datasheets The variety of channels available for consumers to reach out for assistance in real time is of critical importance. For e-commerce and other high volume websites, work queue management, powerful agent tools, and supervisory oversight are requirements for success. BoldChat Enterprise provides a website communication operation with everything it needs to maximize utilization, and deliver superlative service to visitors. Besides an unlimited proactive invitation rules engine, adaptive messaging technology, active co-browsing, ACD, and many other powerful features found in other editions, BoldChat Enterprise also includes several specialized features.
Features_Pricing
BoldChat Features & Pricing
Datasheets BoldChat is a proven technology for increasing website sales and improving customer service. Using its live chat tool, businesses can quickly and effectively engage visitors on their website. In fact, an astounding 1 in 5 internet shoppers prefer live chat over any other communication method*. If you ignore this segment of the population you could be sending 20% of your website visitors away. No matter what your needs, there is a BoldChat edition to suit you. Check out the features list below to find out which one aligns with your needs.
BoldChat-for-Mobile
BoldChat for Mobile
Datasheets This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers are engaging with, and how well they are doing. 

Additionally, it evaluates engagements for technical support vs. shopping, expectations of what makes a mobile engagement successful, the depth of mobile engagement, and what firms need to do to effectively engage their own customers who choose to connect with them using mobile devices. 

We begin the analysis with a simple definition of mobile engagement, an overview of the research methodology, a brief discussion of the main conclusion of this report, and then a thorough, deep-dive into each data-based finding.
Premier-Overview
BoldChat Premier Overview
Datasheets A chat-only solution for larger deployments BoldChat Premier is our most robust live chat product built for multi-operator installations. Some of the Premier-only features include an unlimited proactive invitation rules engine, Sale Recovery™ technology, active co-browsing, Salesforce® integration, as well as the other powerful features found in other editions. BoldChat Premier also includes several specialized features.
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BoldChat Professional Services
Datasheets From beginning implementations to advanced optimization, we have a professional services engagement tailored for your needs. Depending on your experience with live chat technology and the goals you hope to achieve, we’re confident that one or more of our tiered offerings can help you get where you’re going in the fastest and most cost efficient way possible. Besides your complete satisfaction, our ultimate goal is to empower you and your team to take control of your own implementation. Our professional services experts train along the way so that you become experts in your own right.
Reports
BoldChat Reports
Datasheets Analyzing and interpreting the underlying data associated with live website engagements can be difficult at times. Fortunately, all editions of BoldChat have reporting features that will facilitate the rapid transformation of this data into actionable information. BoldChat contains various levels of reporting functionality with advanced editions having progressively greater reporting options.
Twitter-Management
BoldChat for Twitter Management
Datasheets The trouble with Twitter: If you’ve made the decision to actively manage a corporate Twitter account, then you face three acute challenges that thousands of other companies have. You need to sort through the junk to find real and relevant conversations, deliver the valuable work to the right resource quickly, and then provide that agent with the right set of tools so they can be successful. In short, you’ve got to find it, deliver it, and do it. BoldChat puts the appropriate tweets in the palm of your agent's hand.
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Rescue Integration
Datasheets Live chat can be a fast, effective way to resolve a simple issue. But if the problem is more complex, and screen sharing or remote control is necessary, switching support channels can be a complicated and time-consuming process. By integrating LogMeIn Rescue into the chat experience, BoldChat lets you effortlessly initiate the on-demand support your customers need, helping improve agent efficiency and boosting customer satisfaction.
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Salesforce® Integration
Datasheets Existing Salesforce® customers certainly understand the importance of contact consolidation, so integrating chat interactions for both sales and support is a critical best practice for these organizations. The Salesforce module enables and automates this process with the same flexibility and power customers have come to expect from BoldChat. Out of the box, the BoldChat Salesforce integration module supports any object or field type including custom options. Additionally, the module enables field level mapping so that any BoldChat data element can be passed to any target Salesforce field.
Aberdeen Group
The Business Value of Integrating the Contact Center Within Your Omni-Channel Strategy
Research/Analyst Reports

This Aberdeen report outlines the business value and best practices in integrating the contact center with omni-channel programs to deliver a seamless customer experience across multiple touch-points.

Aberdeen Group
Mobile Customer Care: It's More than Hype
Research/Analyst Reports

This Aberdeen report illustrates the business value of deploying a mobile customer care program and highlights several activities that help Best-in-Class firms maximize their results through effective use of mobile customer care.

Effective-Mobile-Engagement
Effective Mobile Engagement
Research/Analyst Reports This report, based on the survey results with nearly six thousand respondents across ten countries, sheds light on mobile engagement, including its current state, channels in use, which industries consumers are engaging with, and how well they are doing. 
Email-Management-Nurturing-or-Blowing-Up-Your-Brand
Email Management: Nurturing or Blowing Up Your Brand
Research/Analyst Reports Every year since 2001, Hornstein & Associates has conducted an email responsiveness survey. The results as of 2011 were an abysmal 34%.
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Live Chat Comparison
Research/Analyst Reports

Your how-to guide for finding the perfect live chat vendor to help you achieve your business goals, by former Forrester analyst Diane Clarkson.

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Live Chat Effectiveness
Research/Analyst Reports In its fifth and final year, this report remains the gold standard in research on the efficacy of live chat technology, this year delving into its place in a multi-channel world. 
Live-Chat-in-Support-Environments
Live Chat In Support Environments
Research/Analyst Reports Based on a primary research effort with more than three hundred companies who are active BoldChat customers, this report takes a close look at how live chat is used and measured in support settings. 
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Are You Mobile-Minded Enough to Keep Your Customers Happy?
Research/Analyst Reports

Access this report and assessment tool to see how your mobile engagement strategy stacks up against industry standards and employ best practices to improve it.

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4 Customer Engagement Trends That Will Impact Your Business Webinar
Video Library

Customer expectations have changed. They expect to engage with companies across every channel of service – anytime, anywhere. This shift creates new opportunities for companies to shape how they interact with their customers. In this on-demand webinar, we share the latest trends shaping the future of service and creating the next big competitive differentiators.

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5 Strategies for Building Effective Mobile Engagement Webinar
Video Library

With the rapid transformation of consumer behavior, customers are engaging in more ways and on more devices than ever before. Because of this trend, businesses are looking for robust customer engagement solutions that provide the ability to interact with customers on any device, at the right time. This on-demand webinar provides essential insights on how mobile habits are changing, the unique needs of today’s multi-device consumers and strategies for building effective mobile engagement.

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5 Ways to Deliver Exceptional Customer Care in 2015 Webinar
Video Library

Customer service and support is shifting to a customer success management model where the ability to deliver great, consistent customer experiences that increase customer lifetime value is paramount. Without this, customer experiences will not meet expectations and customers will go elsewhere, resulting in decreased retention and, in return, revenue. This on-demand webinar discusses the latest emerging trends business leaders must focus on to provide the best, next generation customer experiences.

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A BoldChat Testimonial from Blue Soda Promo
Video Library Tej Shah, from Blue Soda Promo, talks about the metrics they've seen in the year and a half they've used BoldChat as a sales and lead gen tool.
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Actual Abt.com Live Chat Agents
Video Library Agents from Abt talk about the benefits of using live chat, learning the software and multi-tasking while doing their other daily tasks.
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A Goal-Driven Approach to Chat Vendor Selection Webinar
Video Library

Live chat can achieve many results including driving sales conversions, reducing shopping cart abandonment, enhancing customer experience, and improving operational efficiencies. But selecting a live chat vendor can feel like evaluating an overwhelming lists of features. Each feature-set will help achieve a goal; the challenge is to determine the features will help you achieve your goals. Whether live chat is new to your organization or you are looking to deepen the channel with a new vendor relationship, this on-demand webinar will help you to take a goal-driven approach to chat vendor selection.

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Appliance Zone's BoldChat Reps
Video Library Training & Ramp-up - Chat Supervisor Kari Allen talks about chat reps at Appliance Zone and how they train their new chat operators.
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Bob Scott, of Boston Green Goods, Compares BoldChat
Video Library Bob Scott, of Boston Green Goods, compares using BoldChat to other live chat options they've tried in the past.
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Bob Scott, of Boston Green Goods, On Proactive Chat
Video Library Bob Scott, of Boston Green Goods, talks about the advantages of using proactive chat.
BoldChat-A-New-Channel-for-Communication-Vornado-Case-Study
BoldChat and Vornado: A New Channel for Communication
Video Library Vornado Case Study - Vornado's Director of Brand Marketing discusses using BoldChat to provide an unparalleled level of service.
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BoldChat as a Competitive Advantage
Video Library Appliance Zone CEO Jim Allen, discusses how BoldChat allows him to compete against larger firms.
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BoldChat and Hornstein Associates Webinar: Email Management
Video Library BoldChat teamed up with Hornstein Associates to present "Email Management: Nurturing or Blowing Up Your Brand, One Customer at a Time." In this 54 minute recorded webinar, Scott Hornstein presents the findings of his email management study that pitted the email responsiveness of retailers with comparative retailers using BoldChat's Email Management tool. BoldChat's Marketing Specialist Carreen Gibbons also gives a brief walk through the BoldChat Email Management system and answers questions.
BoldChat-Makes-Premium-Support-Easier-Vornado-Case-Study
BoldChat Makes Premium Support Easier for Vornado
Video Library Vornado Case Study - BoldChat makes providing premium support to consumers easier for Vornado support reps.
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BoldChat and Rescue Integration
Video Library BoldChat’s integration with Rescue allows helpdesk and customer service agents to seamlessly transition from a chat to a remote support session.
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BoldChat's Live Chat Salesforce Integration
Video Library BoldChat's Salesforce integration package automatically sends live chat data into your Salesforce instance.
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Boston Green Goods Reps talk about BoldChat
Video Library Representatives from Boston Green Goods talk about why they like using BoldChat
Chat-Recovery-Chat-Recapture-BoldChat-Sale-Recovery-Technology
Chat Recovery Chat Recapture - Sale Recovery Technology
Video Library BoldChat Sale Recovery Technology - There are three Sale Recovery functions, all aimed at maximizing every engagement opportunity your website generates: chat recovery, chat recapture, and the visitor chat status indicator.
email-management-tool-in-boldChat
Email Management Tool in BoldChat
Video Library This video illustrates the Email Management feature within BoldChat, which allows email to be routed, escalated, and treated like work tickets for easy followup.
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Getting Mobile Engagement Right: Measurement Tools & Best Practices Webinar
Video Library

Customers today are more connected, complex and demanding than ever before, and providing a consistent mobile experience across channels is a challenge. To remain competitive, businesses must quickly and effectively resolve problems and be ready to engage with customers across all devices and touch points. In this webinar, we’ll provide essential insights into what it means to be mobile minded, why it matters, and what you can do to ensure your company is prepared.

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Jim Allen Talks About Choosing BoldChat
Video Library Jim Allen, CEO from Appliance Zone, talks about his decision to remove the 800# from their website and use BoldChat for chat and email.
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Jon Abt Testimonial - Results from Live Chat
Video Library President of Abt Electronics discusses the positive results they've seen from using live chat.
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Jon Abt Testimonial - Why Live Chat?
Video Library President of Abt Electronics talks about adding chat to improve customer service and sales.
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Most Valuable Features of BoldChat from Appliance Zone
Video Library Appliance Zone chat supervisor describes some of their favorite features of BoldChat.
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The Future of Customer Engagement: Keeping Pace with the Connected Consumer Webinar
Video Library

Companies today are looking to provide a true omni-channel experience for their customers, effectively scaling support in a connected world. But the future is coming at enterprises at a high rate of speed. New technologies are emerging in the world of customer contact, while old models are receding. At the center of it all is a rapidly changing, ever-more influential consumer. Enterprises must be poised for change, anticipating how innovative mediums will connect us further. In this on-demand webinar, guest speaker Stephen Loynd, Customer Contact Global Program Director at Frost & Sullivan, will share the latest themes shaping the future of customer engagement and what companies can do to stay ahead.

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Vornado Case Study - BoldChat's Email Feature
Video Library Vornado uses email management to solve a customer service issue and improve response time.
5-Ways-BoldChat-is-Different2
5 Ways BoldChat is Different
Whitepapers

The market for live chat software can be confusing; there’s a long list of providers and even longer lists of features. Among the companies that have an established history in the marketplace, there’s a secret many companies are afraid to tell. The fact is this: you won’t find much product differentiation between us – we all provide essentially the same thing.

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5 Ways to Wow the Connected Customer
Whitepapers

Best practices for contact centers to understand their customers' needs, develop a strategy that effectively meets them, and be nimble in their response to a constantly changing customer landscape.

67-tips-live-chat-success
67 Tips for Building Live Chat Success
Whitepapers

Expert tips, tweets and actionable items to help agents and administrators alike provide superior service via live chat.

Google-Analytics-Integration
Google Analytics Integration
Whitepapers

Live chat has come of age. Chatting with website visitors is no longer seen only as a way to reduce support costs. For some time now, savvy Internet retailers have utilized intelligent chat interactions as a key contributor in the sales cycle. This white paper explains how to implement Google’s Analytics code to uncover, at a granular level, exactly how important live chat can be to increase close-rates online.

While BoldChat is the ‘system-of-record’ when it comes to your site’s chat data, it is useful to integrate some of that data into your overall web analytics view. Doing this allows you to see how chat influences other key website metrics and it allows you to view ‘chatters’ as a unique visitor type. Once chats are tracked with Google Analytics, you’ll be able to set up funnels to track how chat influences goals, set chat itself as a goal in order to discover what type of traffic is likely to engage you in chat, create Advanced Segments to view chatters as standalone visitor types.

Live-Chats-Buyers-Guide2
Live Chat Buyer's Guide
Whitepapers

A live chat implementation can simultaneously help your business cut support costs and boost online conversions. If you've started investigating solutions then you also know there are a confusing number of choices available. These ten questions will help you to find the right product for your business.

Live-Chats-New-ROI
Live Chat's New ROI: Return on Invitations
Whitepapers

This white paper contains detailed information and step-by-step implementation plans which will help readers extract maximum value from pro-active live chat. BoldChat shares analytic techniques, reporting recommendations, and realistic timelines for implementing a pro-active chat program that simultaneously increases conversions and boosts the individual value of each resulting transaction. It's live chat's new ROI - the return on invitations.

5-Questions-about-Proactive-Chat
5 Common Questions about Proactive Chat
Whitepapers Without a doubt, the most talked about and controversial topic surrounding live chat software is the practice of proactively inviting visitors to engage in a live chat interaction. This short whitepaper taps into BoldChat's extensive research findings and professional services experiences in order to answer the five most frequently asked questions about proactive chat. QUESTION #1: EXACTLY WHAT IS PROACTIVE CHAT? There exists no standardized definition but what follows is the most formal one we use. Proactive Chat - (pro-ak'tiv chat): The issuance of images, text input fields, and/or other interactive mechanisms to website visitors either through manual means or via the use of an automated rules engine with the intent of inviting the recipient into a one-on-one chat engagement. So then.....
Live-Chat-Performance-Benchmarks
Live Chat Performance Benchmarks
Whitepapers While many of the goals of this analysis remain consistent with the inaugural version, there are three additional goals which themselves were born from readers of the initial report. The original goals remain:

1. Present benchmarks for a wide variety of live chat operational practices
2. Uncover implementation differences affecting key live chat operational issues
3. Test the statistical causality of live chat operational best practices

The additional goals in this updated version are:

1. Monitor and report on changes to key benchmarks since the first report
2. Calculate benchmarks for higher traffic sites
3. Identify and present benchmarks for elite users of live chat

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The New mCommerce Reality
Research/Analyst Reports

Homegrown research report focused on streamlining the customer experience with mobile chat, with statistics regarding mobile consumer activity and growth.