We work with 24 companies included in this year’s Internet Retailer 500. The recognition highlights our ability to provide a better customer experience online, to better understand website shoppers, and to ultimately drive conversions for customers.
Wichita, KS (PRWEB) June 14, 2011
Bold Software, a leading provider of world-class web communication tools, today announced that Internet Retailer has once again ranked the company as one of the top three vendors in the “Live Chat/Click-to-Call” category. The ranking is based on the number of retailers ranked in the Internet Retailer Top 500 that name Bold Software as their provider. This year, Bold Software grew the number of Internet Retailer Top 500 customers it serves by 50%.
“For the second year in a row, the industry’s most successful e-tailers have chosen us as their technology partner for live chat and click-to-call software,” said Bold Software President and CEO Steve Castro-Miller. “We work with 24 of the customers included in this year’s Internet Retailer 500, and the recognition highlights our ability to provide a better customer experience online, to better understand website shoppers, and to ultimately drive conversions for our customers.”
This year’s Internet Retailer 500 includes 24 Bold Software customers, such as Abt Electronics, Boston Green Goods, Build.com, CableOrganizer.com, FansEdge, Jomashop, Mattress USA, and ReStockIt, to name a few.
Also, debuting for the first time ever on the list, are e-tailers ApplianceZone and Whiteflash.
All Live Chat, No Phone
Offering appliance parts and accessories, Appliance Zone LLC is focused on giving customers the best deals. The organization made the daring decision to take down its phone number when it had to keep adding staff to deal with phone calls. While average call time took four to six minutes for an agent, the swifter agents could effectively handle 12 to 15 chats at a time.
“It was kind of a risky move taking down the phone numbers. We still have people who want to talk to a person on the other end and we assure them it’s a real person talking to them through live chat,” stated CEO Jim Allen. “We actually had a record week in our third week of doing this, and traffic to the site just continues to grow. With upwards of 12,000 chats coming in every week, I highly doubt we would be where we are today without BoldChat. I just can’t imagine doing the volume we do without it.”
Certified Gemologists Make the “Cut”
Specialty jeweler Whiteflash is an e-commerce diamond jeweler specializing in A CUT ABOVE® ideal cut diamonds. Widely viewed as the diamond experts and worn by celebrities, the Whiteflash brand is synonymous with fire, brilliance and beauty. Given their specific focus, the goal of the website is to educate prospective customers regarding the intricacies about buying a diamond in advance of any purchase.
To deliver that expert guidance to valued customers the world over, Whiteflash opts to have certified gemologists team up with diamond consultants to respond to chat inquiries.
“Our clientele is often highly educated on diamonds by the time they contact us, and as a result they have questions a typical customer service representative wouldn’t be able to answer. If the potential customer is not knowledgeable about diamonds, then our goal is to educate them. Our diamond consultants team up with our master gemologists to provide the analytic support when needed,” states Ashley Bailey, web content manager for Whiteflash. “We originally looked at several live chat providers and went with BoldChat because of its features and ease of use. Since implementing, the response has been excellent. Our Diamond Sales Team really appreciates having an additional channel to talk to customers, and customers appreciate interfacing with a ‘live human being’ vs. revolving answering machine. Many clients opt for BoldChat as this is a discrete way of buying a diamond without their girlfriend knowing. They say they are ‘working’ when they are actually talking to our sale team late into the evening.”
For more information, check out the Internet Retailer Top 500 Guide.
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. For more information about Bold Software, go to http://www.BoldSoftware.com or call 1-866-753-9933.