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BoldCCM News
03/11/2010
[+]Bold Software’s BoldCCM Receives Product of the Year Award from Customer Interaction Solutions Magazine
Integrated Website Communications Suite Recognized for Exceptional Innovation
Wichita, KS, March 11, 2010 — Bold Software announced that its BoldCCM Customer Communication Suite of products was awarded the 2009 Product of the Year Award from Technology Marketing Corporation’s (TMC™) Customer Interaction Solutions magazine, the leading publication covering CMR, call centers and teleservices since 1982.
“I am pleased to honor Bold Software for its hard work and success. The BoldCCM suite of products has demonstrated excellence in customer communication technologies as well as providing ROI for the companies that use them,” said Rich Tehrani, CEO, TMC. “For 12 years, Customer Interaction Solutions magazine has been honoring innovative companies for their contributions in advancing technologies and application refinements,” he added.
“We are proud that BoldCCM has been recognized with this award,” Said Bold Software President and CEO, Steve Castro-Miller. “The goal of BoldCCM – as with all of our offerings – is to help e-retailers leverage web communication tools to take control of online customer interactions. With larger retailers in mind, the BoldCCM suite of products was specifically designed to increase sales and improve online support.”
BoldCCM is an integrated web communications suite, combining live chat, click-to-call, email management, active co-browsing, and remote control into a single, intuitive interface. With BoldCCM products, customers get powerful tools such as ActiveAssist, a robustly integrated co-browsing and full remote control capability that allows an operator to assist shoppers by highlighting web page elements and filling out forms or to completely take over a customer’s mouse or computer to directly resolve support issues quickly and effectively. An enhanced dashboard provides contact center supervisors with a graphical representation of the entire website communications operation and an updated Salesforce.com integration module automatically creates leads, contacts, and cases inside of a firm’s Salesforce implementation.
About Bold Software:
Bold Software LLC, is a leading provider of world-class web communication tools designed to help businesses improve online support and increase sales. Using Bold Software’s live chat, click-to-call, email management, and active co-browsing tools, businesses can quickly and effectively engage visitors on their website. Bold Software sells a wide variety of competitively-priced products under the BoldChat, BoldCall, and BoldCCM brand names. Businesses of all sizes – from small proprietorships to large ecommerce enterprises – can provide more intelligent online customer interactions and close more sales using Bold Software solutions. The company is headquartered in Wichita, KS, with thousands of customers around the world including 3M, American Cancer Society, Corel, Dean & DeLuca, and ViewSonic. For more information about Bold Software, go to BoldSoft.com or call 1-866-753-9933.
Media Contact:
Jill Monahan
Tier One Partners for Bold Software
484-244-5300
jmonahan@tieronepr.com
02/15/2010
[+]Bold Software Customers Cite Live Chat Software as a Mission-critical Website Tool
Survey Respondents Point to the Impact of Live Chat on Website Conversions
Wichita, KS and Orlando, FL, February 15, 2010 — Bold Software today announced findings from its third annual customer survey, with an expanded sample size and additional questions that provide compelling insight into the benefits of live chat to website owners. Results of the survey showed that 69 percent of all respondents cited live chat as critical to their business during the holiday season. And 27 percent of the e-commerce sites surveyed said that of those customers who engage with them in live chat, more than 40 percent will convert to an active lead or sale. For the third year in a row, the number of customers who say they are using live chat only as a customer service tool, shrank (31 percent, down from 37 percent in 2009).
“Time and time again, we’ve seen the hard evidence that human contact drives business,” stated Bold Software President and CEO Steve Castro-Miller. “Integrating communication tools such as live chat software into the website design facilitates the human interaction that people want. We are committed to conducting research on an ongoing basis in order to best understand live chat’s role in e-commerce, and this year’s customer survey yielded some fascinating facts about how important live chat is for our customers.”
Research Highlights
Conducted in January 2010, Bold Software queried more than 400 customers about their experiences with live chat during the recent holiday shopping season.
- 69 percent cited live chat as critical during the holiday season, with about 33 percent citing live chat as “very critical” or “extremely critical.”
- For larger implementations (10 licenses or more), 86 percent cited live chat as critical during the holiday season, with 55 percent citing live chat as “extremely critical.”
- Website owners’ use of live chat continues to expand, with sites using live chat ONLY for customer service dropping again this year; 41 percent used live chat only for customer service in 2008, 37 percent used live chat for customer service alone in 2009, and that number is now down to 31 percent for the 2010 customer survey
- Of the e-commerce and lead generation sites surveyed, 25 percent said that they experienced a conversion rate among chatters of 40 percent or greater while 50 percent reported a conversion rate of 20 percent or more.
- 64 percent responded that live chat enabled them to deliver quality service in a cost-effective manner
- The majority (62 percent) cited live chat as a competitive advantage for them
“In reviewing the responses, we see that website owners continue to experience significant ROI when utilizing live chat,” continued Castro-Miller. “They’re expanding their use beyond customer service and realizing that it’s a cost effective way to drive a positive online experience. Customers often start off modestly and grow the implementation as they see benefits, increasing the number of pages where live chat appears, utilizing it for both sales and service, and offering proactive chat invitations.”
Transparent Language Gathers Useful Feedback for Website Redesign
Transparent Language, Inc., a leading provider of language learning software for the consumer, education, government, and corporate markets, sees opportunities for live chat far beyond customer service. The language learning software provider has been using BoldChat software since the summer of 2009. Initially, the company implemented live chat as a way to help its customers through the sales cycle.
“We realized that by enabling our people to carefully listen to site visitors’ questions and feedback through live chat, we could more efficiently gather this important information which we used to refine our website’s presentation and offering,” said Chuck McGonagle, General Manager at Transparent Language, Inc. “Thanks to the feedback secured through live chat, our sites now include better tools and information that make for a better user experience for our visitors.”
Website Design & Usability 2010 Conference
From February 15-17, 2010, Bold Software will be at Internet Retailer’s Website Design and Usability 2010 Conference at the Hyatt Regency Grand Cypress in Orlando, Florida. Stop by the booth #32 to learn more about Bold Software and its offerings.
About Bold Software:
Bold Software LLC, is a leading provider of world-class web communication tools designed to help businesses improve online support and increase sales. Using Bold Software’s live chat, click-to-call, email management, and active co-browsing tools, businesses can quickly and effectively engage visitors on their website. Bold Software sells a wide variety of competitively-priced products under the BoldChat, BoldCall, and BoldCCM brand names. Businesses of all sizes – from small proprietorships to large ecommerce enterprises – can provide more intelligent online customer interactions and close more sales using Bold Software solutions. The company is headquartered in Wichita, KS, with thousands of customers around the world including 3M, American Cancer Society, Corel, Dean & DeLuca, and ViewSonic. For more information about Bold Software, go to www.BoldSoft.com or call 1-866-753-9933.
Media Contact:
Jill Monahan
Tier One Partners for Bold Software
484-244-5300
jmonahan@tieronepr.com
11/11/2009
[+]Bold Software’s Live Chat Benchmark Report Shows Live Chat’s Impact on Customer Satisfaction
Findings Include Key Benchmarks That Keep Customers Coming Back
Wichita, KS, November 11, 2009 - Bold Software today followed up its recent release of the industry’s most comprehensive live chat benchmark report, by providing specifics related to live chat’s role in customer service. The report includes specific benchmarks that allow organizations to gauge the impact of their live chat implementation.
After reviewing tens of millions of chat records, hundreds of millions of website visit records and billions of unique page URL recorded visits, Bold Software has identified benchmarks that point to live chat as a critically important customer service tool, including:
- The use of a pre-chat form increases the survivability of the chat request significantly.
- Sites that use an unavailable email form capture contact data between 9% and 47% of those who are presented with it.
- Answering incoming chats in less than 10 seconds yields chat conversations with >80% of those visitors initiating them.
“We strongly believe that every commercial website greatly benefits from at least one live communication channel for customers, and our benchmark data definitely underscores that,” said Bold Software President & CEO Steve Castro-Miller. “Live Chat is a key tool to keeping customers satisfied after the sale, which means repeat shoppers – a key focus for e-tailers looking to be successful in the long-term.”
A pre-chat form significantly increases the survivability of the chat request, and PrintGlobe has benefitted from employing this strategy. A leading provider of promotional products, custom printing, business printing, flags, signs and banners, PrintGlobe employs a pre-chat form to learn more about their customers.
“Using a pre-chat form gives us a bit of information about the customer so we can better assist them right away,” said PrintGlobe Director of Internet Marketing Rob Williams. “We try to answer chats as quickly as we can, but our use of a pre-chat form also increases the likelihood that a customer will wait in case we are busy. During those times, our chats survive longer than average – for more than two and a half minutes.”
ReStockIt.com is a leading retailer that sells office, restaurant and cleaning supplies to small businesses. The e-commerce site is able to retain an edge over much larger competitors due, in part, to its special emphasis on customer service. Use of an unavailable email form within their live chat implementation is part of this commitment to excellent service. When presented with an unavailable email form, an impressive 32% of ReStockIt.com’s website visitors will provide information.
“Live chat is an important channel that helps us service our customers 100%,” said Adam Flam, Customer Service Manager, ReStockIt.com. “The fact that we have easy-to-locate live chat links on every page of our website builds credibility and trust that we’re serious about wanting to communicate. So even if our live chat operators aren’t available at that exact moment, visitors who are presented with a branded unavailable email form understand that we’re serious about follow up.”
Answering incoming chats significantly faster than average pays off for Abt Electronics in every way. “As a company that has thrived due to our laser focus on customer service, we knew we wanted to use live chat to enhance the experience our online shoppers had at Abt.com,” commented Abt Electronics’ Co-President Jon Abt. “We’ve got more than 50 operators available in an effort to respond to incoming chats as swiftly as possible. So not only are our customers converting at a much higher rate than they would without chat, they’re satisfied customers.”
To learn more, download the full report at: www.boldccm.com/Live_Chat_Performance_Benchmarks?mc=pr
About Bold Software:
Bold Software LLC, is a leading provider of world-class web communication tools designed to help businesses improve online support and increase sales. Using Bold Software’s live chat, click-to-call, email management, and active co-browsing tools, businesses can quickly and effectively engage visitors on their website. Bold Software sells a wide variety of competitively-priced products under the BoldChat, BoldCall, and BoldCCM brand names. Businesses of all sizes – from small proprietorships to large ecommerce enterprises – can provide more intelligent online customer interactions and close more sales using Bold Software solutions. The company is headquartered in Wichita, KS, with thousands of customers around the world including 3M, American Cancer Society, Corel, Dean & DeLuca, and ViewSonic. For more information about Bold Software, go to www.BoldSoft.com or call 1-866-753-9933.
Media Contact:
Jill Monahan
Tier One Partners for Bold Software
484-244-5300
jmonahan@tieronepr.com
11/5/2009
[+]Bold Software’s Live Chat Benchmark Report Shows Link Between Live Chat and Conversions
Findings Include Key Benchmarks That E-tailers Should Monitor During Holidays
Wichita, KS, November 5, 2009 - After recently releasing the industry’s most comprehensive live chat benchmark report, Bold Software today offered greater insight into the impact that live chat software has on online sales conversions. The report includes specific benchmarks that allow organizations to gauge the impact of their live chat implementation.
After examining tens of millions of chat records, hundreds of millions of website visit records and billions of unique page URL recorded visits, Bold Software has uncovered benchmarks that point to live chat as an effective sales tool, including:
- Chatters who initiate a chat themselves convert at 4 times the rate of a regular website visitor.
- Chatters engaged through a proactive chat invitation convert at 6 times the rate of a regular website visitor.
- Depending on a website’s traffic volume, the live chat engagement percentage will be between ~1% and 20%.
- The implementation of proactive chat on top of reactive chat will increase overall chat volume by between 40% to ~100%.
“Live chat is often thought of as solely a customer service tool, but we’ve long understood that it is a powerful conversion tool for sales,” said Bold Software President and CEO Steve Castro-Miller. “The benchmark data bears this out. In fact, online retailers can use these findings to optimize their live chat implementation specifically for sales, and we’ve got several customers who are already reaping the rewards. E-tailers need to be particularly focused on how to convert website visitors with an uncertain holiday season approaching.”
Using proactive chat invitations in addition to reactive chat is a strategy that pays off for The Source. “The acceptance rate on our proactive chat invitations is almost 20%, which is remarkably high,” said Greg Coles, eCommerce Sales and Operations Manager. “We’ve been using BoldChat for some time now and have found that when we invite people to chat on the right page or sets of pages, our acceptance rate increases significantly.”
Live chat should drive conversion rates of about four times that of a normal website visitor. The conversion rate for live chat at the Abt Electronics web site is 20 times the normal web site visitor rate. “About one percent of the visitors to our website make a purchase, but more than 20% who chat do,” said Jon Abt, co-president of Abt Electronics. “In fact, about 25% of chatters end up buying additional items during the purchase too. So not only does live chat enable us to convert at a significantly higher rate, it also enables us to upsell.”
SVAT Electronics is a consumer electronics e-tailer that is successfully engaging its customers with live chat. In the report, Bold Software noted that businesses should expect a live chat engagement between 1 and 20% with the average across the entire dataset at 1.8%. SVAT Electronics experiences an engagement rate 5 times greater. “We engage more than 9% of our website traffic in live chat,” commented Brodie Mosher, Director of Marketing for SVAT Electronics. “Bold Chat gives us an opportunity to provide our customers with unparalleled service in a medium that they want. We are ensuring that people choose the best product for them and help service them to boost sales as well as customer satisfaction.” SVAT’s website features a customized chat button prominently displayed on all of its pages.
The Source also sees a much higher conversion rate with proactive chatters versus website visitors who don’t chat. According to the report, organizations should expect an increase in overall chat volume by between ~40% to ~100% and proactive chatters should convert at 6 times the rate of regular website visitors but The Source does even better. Coles continued, “Customers who accept invitations from us convert at about 10 times the rate of visitors we get who don’t chat.”
To learn more, download the full report at: www.boldccm.com/Live_Chat_Performance_Benchmarks?mc=pr
About Bold Software:
Bold Software LLC, is a leading provider of world-class web communication tools designed to help businesses improve online support and increase sales. Using Bold Software’s live chat, click-to-call, email management, and active co-browsing tools, businesses can quickly and effectively engage visitors on their website. Bold Software sells a wide variety of competitively-priced products under the BoldChat, BoldCall, and BoldCCM brand names. Businesses of all sizes – from small proprietorships to large ecommerce enterprises – can provide more intelligent online customer interactions and close more sales using Bold Software solutions. The company is headquartered in Wichita, KS, with thousands of customers around the world including 3M, American Cancer Society, Corel, Dean & DeLuca, and ViewSonic. For more information about Bold Software, go to www.BoldSoft.com or call 1-866-753-9933.
Media Contact:
Jill Monahan
Tier One Partners for Bold Software
84-244-5300
jmonahan@tieronepr.com
10/28/2009
[+]Bold Software Releases Industry’s First Live Chat Benchmark Report
Culled from Tens of Millions of Chat Records, Findings Offer Statistically Valid Live Chat Road Map
Wichita, KS, October 28, 2009 A- Bold Software, makers of BoldChat, today announced the release of “Live Chat Performance Benchmarks,” a comprehensive report based on data from one of the largest live chat communities in existence (full report at: www.boldccm.com/Live_Chat_Performance_Benchmarks?mc=pr). By examining tens of millions of chat records, hundreds of millions of website visit records and billions of unique page URL recorded visits, Bold Software is able to share seven critical benchmarks businesses can use to gauge the impact of their live chat implementation. The report shows, for example, that website visitors who engage in live chat are four times more likely to purchase versus visitors who do not participate in a live chat.
“This research ties directly to our belief that despite technological advancement, automation and analytics, it is human contact that drives business success,” said Bold Software President and CEO Steve Castro-Miller. “These findings – as with all of our other research efforts – underscore the fact that every commercial website benefits greatly from having at least one direct communication technology such as live chat software available to its visitors.”
Live Chat Benchmark Genesis
After completing a comprehensive research report polling Internet shoppers on the effectiveness of live chat software, Bold Software began fielding requests from media, analysts and customers who wanted data from the vantage point of Internet retailers, e-service providers, and other website owners who use live chat software for sales and services engagements.
Because Bold Software offers its products through a hosted software-as-a-service model, the company has easy access to the aggregated data of its customer base. This large volume of real-world data has enabled Bold Software to extract the findings included in the research report, offer benchmarks for a wide variety of live chat operational practices, expose the differences affecting key live chat issues, and test the statistical causality of live chat operational best practices.
Live Chat Benchmark Conclusions
In addition to the over 20 key statistics and benchmarks, Bold Software found five quantitatively supported conclusions. They are:
- Live Chat Increases Sales – for the average website, adding live chat will increase conversions. The combination of chat engagement and the increased likelihood of chatters to convert indicates that conversions would increase by between ~4% and 86%. The use of proactive chat could drive the conversion uplift even higher.
- More Buttons Equal More Chats – The data clearly shows that as the number of distinct URLs with chat buttons increases, so too do the number of chats initiated. After five distinct web pages, there is a more gradual slope reflecting the law of diminishing returns. Because the cost of adding chat buttons on additional pages of a site is inconsequential, the data indicates that website owners should place a button on every page to maximize engagements.
- Proactive Chat is a Science – Several data points from the effort have revealed an underlying system that Internet retailers and other e-businesses can utilize in order to maximize proactive chat implementations. Users can expect anywhere from 1% to 22% of visitors to accept invites, with the average being 6%. Intentioned experimentation with timing, page views, and invite types, website owners can take control over this very important aspect of live chat.
- Missed Opportunities Are Controllable – Through the implementation of pre-chat forms (or not), optimization of answer speed, and inclusion of unavailable lead capture mechanisms, Internet businesses can significantly change the number of engagements and follow-up opportunities created by live chat.
- Chat Satisfies – Not only do chatters participate in post-chat surveys at an astonishing rate (79% on average), but the average score they give across the variables of professionalism, responsiveness, knowledge, and other criteria shows that these interactions are overwhelmingly positive.
To learn more, download the full report at: www.boldccm.com/Live_Chat_Performance_Benchmarks?mc=pr
About Bold Software:
Bold Software LLC, is a leading provider of world-class web communication tools designed to help businesses improve online support and increase sales. Using Bold Software’s live chat, click-to-call, email management, and active co-browsing tools, businesses can quickly and effectively engage visitors on their website. Bold Software sells a wide variety of competitively-priced products under the BoldChat, BoldCall, and BoldCCM brand names. Businesses of all sizes – from small proprietorships to large ecommerce enterprises – can provide more intelligent online customer interactions and close more sales using Bold Software solutions. The company is headquartered in Wichita, KS, with thousands of customers around the world including 3M, American Cancer Society, Corel, Dean & DeLuca, and ViewSonic. For more information about Bold Software, go to www.BoldSoft.com or call 1-866-753-9933.
Media Contact: Jill Monahan Tier One Partners for Bold Software 484-244-5300 jmonahan@tieronepr.com
06/22/2009
[+]Bold Software’s Live Chat Integration Module Now Live On Force.com AppExchange from Salesforce.com
Salesforce.com customers can now use Bold Software’s Live Chat within Salesforce CRM to help larger scale retailers increase sales and improve online support
Wichita, KS, June 22, 2009 — Bold Software (formerly Bravestorm) today announced that its integration module for Salesforce CRM is now live on the Force.com AppExchange. Built using the Force.com platform, the module is immediately available to salesforce.com customers for deployment at www.salesforce.com/appexchange. Bold Software products combine live chat, click-to-call, email management, active co-browsing, and remote control into a single, intuitive interface to help larger scale retailers increase sales and improve online support.
“The seamless integration between Bold Software and Salesforce CRM gives users powerful tools for working with critical customer information, which enable better service,” said Bold Software President and CEO Steve Castro-Miller. “The ability to roll live chat, click to call and iail managient up into one comprehensive tool powerfully enhances the online customer experience.”
Automatic Lead and Case Generation
With the Bold Software module on the AppExchange, customers get a newly updated, fully integrated solution that automatically transforms chats into leads, contacts, and cases within Salesforce CRM. Bold Software’s newest product suites for enterprises, BoldCCM, offers powerful website communications tools including several new additions designed to give larger businesses a competitive edge. ActiveAssist is a robustly integrated co-browsing and full riote control capability that allows an operator to take over a shopper’s mouse or computer to resolve sales and support questions quickly and effectively. An enhanced dashboard provides contact center supervisors with a graphical representation of the entire website communications operation. BoldCCM Enterprise includes the latest integration to Salesforce CRM.
“The BoldCCM suite offers a great solution for companies to enhance interactions with customers in the Service Cloud,” said Kendall Collins, chief marketing officer at salesforce.com. “Customers can now bring Bold CCM into the Service Cloud to extend the customer loyalty and community-building features of Salesforce CRM.”
Live chat is a key part of the Service Cloud, salesforce.com’s initiative for transforming customer service through the power of cloud computing. The Service Cloud brings together industry leading cloud computing platforms like Google, Facebook and Twitter with Salesforce CRM to capture every conversation and leverage every community expert in the cloud. By capturing these conversations, the Service Cloud helps companies deliver the expertise of the community to customers, agents and partners regardless of location or device – ensuring that the quality of customer service is consistent across every channel.
About the Force.com Platform and AppExchange
Force.com is the only proven enterprise platform for building and running business applications in the cloud. The Force.com platform powers the Salesforce CRM applications, more than 800 ISV partner applications like those from CODA and Fujitsu, and more than 110,000 custom applications used by salesforce.com’s 59,300 customers such as Japan Post, Kaiser Permanente, KONE and Sprint Nextel.
Applications built on the Force.com platform can be easily distributed to the entire cloud computing community through the Force.com AppExchange marketplace at www.salesforce.com/appexchange.
About Bold Software:
Bold Software LLC, offers live communication, including live chat software, click to call and iail managient tools which enable businesses to take control over customer interactions and drive sales for businesses conducting sales and support online. Bold Software’s suite of offerings is designed with a flexible breadth of capabilities that allow clients to customize and manipulate the software to meet their specific needs. The company is headquartered in Wichita, KS, with customers around the world. For more information about Bold Software, please visit www.BoldSoft.com or call 1-866-753-9933.
Media Contact:
Jill Monahan
Tier One Partners for Bold Software
484-244-5300
jmonahan@tieronepr.com
06/16/2009
[+]Bold Software Partners with LiveLOOK to Enhance BoldCCM Product Suites
LiveLOOK Provides Underlying Co-Browsing and Remote Control Technology for Latest Offerings
Wichita, KS, June 16, 2009 — Bold Software (formerly Bravestorm) today announced a partnership with LiveLOOK. BoldCCM combines live chat, click-to-call, email management, active co-browsing, and remote control into a single, intuitive interface. The partnership provides BoldCCM with the core technology enabling agents to co-browse on a customer’s screen or remotely control it in order to provide better sales and service support online.
“Bold Software and LiveLOOK are a natural fit,” said Bold Software President and CEO Steve Castro-Miller. “Paired together, it makes for a powerful tool that enables Internet retailers to take control of transactions and drive conversion rates, making both live chat and click-to-call incredibly high-touch yet low-cost customer contact options.”
BoldCCM Co-Browsing and Remote Control
With BoldCCM products, customers get powerful website communications tools including several features designed to give larger businesses a competitive edge. ActiveAssist is a robustly integrated co-browsing and full remote control capability that allows an operator to take over a shopper’s mouse or computer to resolve sales and support questions quickly and effectively. If desired, a contact center has the ability to set limits for agents viewing customer screens and using customer mouse controls to ensure there is no possibility an agent can change anything on a customer’s computer.
The LiveLOOK partnership is an excellent addition to Bold Software’s offerings and helps to position the company to play even more effectively in the enterprise market.
“BoldCCM paired with our LiveLOOK technology makes perfect sense,” said Igor Khalatain, Ph.D, Founder & CEO of LiveLOOK. “Enterprise customers will truly benefit from this powerful solution in the form of increased agent productivity as well as revenue growth.”
BoldCCM fully integrates LiveLOOK into a single interface – is available now for $99 or $199 a month depending on the package. For more details on the BoldCCM suites, go to www.BoldCCM.com or stop by booth #331 at the Internet Retailer’s 2009 Annual Conference and Exhibition in Boston between June 15th and June 18th.
About Bold Software:
Bold Software LLC, offers a comprehensive product line of website communication solutions that are designed to help businesses of any size improve online support and increase sales. Using Bold Software’s live chat software, click-to-call, email management and active co-browsing tools, businesses can quickly and effectively engage visitors at their website. All of Bold Software’s offerings are designed witha flexible breadth of capabilities that allow its broad base of customers – ranging from small, standalone businesses to large enterprises – to customize the software to meet their specific needs. The company is headquartered in Wichita, KS, with thousands of customers around the world. For more information about Bold Software, please visit www.BoldSoft.com or call 1-866-753-9933.
About LiveLOOK:
Named “Best Technology” at the Web 2.0 Summit in June 2007, LiveLOOK is an instant screen sharing company. LiveLOOK Co-Browse allows for an instant visual link between consumers and agents. LiveLOOK’s patent-pending technology works on Windows, Mac and Linux with any web browser, and requires no software downloads for either consumers or agents. For more information about LiveLOOK Co-Browsing, please visit www.livelook.com.
Media Contact:
Jill Monahan
Tier One Partners for Bold Software
484-244-5300
jmonahan@tieronepr.com
06/16/2009
[+]Bold Software Extends Presence in Enterprise Market with Launch of BoldCCM
Consolidated Solutions Provide E-Tailers with a Suite of Website Communication Tools, Including Live Chat & Remote Control
Wichita, KS, June 16, 2009 — Bold Software (formerly Bravestorm) today announced the availability of BoldCCM Customer Communication Management suites, designed to help larger scale retailers increase sales and improve online support. BoldCCM combines live chat, click-to-call, email management, active co-browsing, and remote control into a single, intuitive interface.
“The goal of BoldCCM – as with all of our offerings – is to help e-retailers leverage web communications tools to take control of online sales and support interactions,” commented Bold Software President and CEO Steve Castro-Miller. “BoldCCM products, tailored for larger scale deployments, are comprehensive solutions encompassing live chat, click to call, email management, active co-browsing, and remote control capabilities.”
New Features for Enterprises
With BoldCCM products, customers get powerful website communications tools including several new additions designed to give larger businesses a competitive edge. ActiveAssist is a robustly integrated co-browsing and full remote control capability that allows an operator to take over a shopper’s mouse or computer to resolve sales and support questions quickly and effectively. An enhanced dashboard provides contact center supervisors with a graphical representation of the entire website communications operation. A newly updated Salesforce.com integration module automatically creates leads, contacts, and cases inside of a firm’s Salesforce implementation.
“The new BoldCCM gives us all the features we need to truly enrich the online experience for our clients’ customers,” said Dadi Freund, Director of Customer Support for Exent, Inc. As the world’s leading games-on-demand company, Exent works with national cable and media companies to help them service their customers. “Our clients’ customers are looking to resolve their sales and support questions instantly, and the features included in BoldCCM will enable us to do that.”
BoldCCM is available now for $99 or $199 a month depending on the package. For more details on BoldCCM Enterprise, go to www.BoldCCM.com or stop by booth #331 at the Internet Retailer’s 2009 Annual Conference and Exhibition in Boston between June 15th and June 18th.
About Bold Software:
Bold Software LLC, offers a comprehensive product line of website communication solutions that are designed to help businesses of any size improve online support and increase sales. Using Bold Software’s live chat software, click-to-call, email management and active co-browsing tools, businesses can quickly and effectively engage visitors at their website. All of Bold Software’s offerings are designed with a flexible breadth of capabilities that allow its broad base of customers – ranging from small, standalone businesses to large enterprises – to customize the software to meet their specific needs. The company is headquartered in Wichita, KS, with thousands of customers around the world. For more information about Bold Software, please visit www.BoldSoft.com or call 1-866-753-9933.
Media Contact:
Jill Monahan
Tier One Partners for Bold Software
484-244-5300
jmonahan@tieronepr.com
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