Innovative Companies Rely on Experts to Make the Season Merrier

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BoldChat Enables E-Tailers to Enhance the Consumer Experience While Driving Conversion

“With both business and consumer-oriented websites seeing a considerable increase in traffic during the holiday season, it’s important to ensure that online experiences are positive ones,” said Bold Software President and CEO Steve Castro-Miller.

Website owners are interested in turning increased traffic into sales, and live chat done well is an excellent way to facilitate positive customer interactions and boost sales.

Bold Software today announced its relationships with two inventive e-tailers who are relying on BoldChat this holiday season. Both Whiteflash and Blue Soda Promo see a significant spike in website traffic during this time of year, and staff their live chat implementations with product experts in order to keep visitors happy and drive increased sales conversions.

“With both business and consumer-oriented websites seeing a considerable increase in traffic during the holiday season, it’s important to ensure that online experiences are positive ones,” said Bold Software President and CEO Steve Castro-Miller. “Website owners are interested in turning increased traffic into sales, and live chat done well is an excellent way to facilitate positive customer interactions and boost sales.”

In fact, a recent report from Forrester Research Inc. states, “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” (Making Proactive Chat Work, Forrester Research, June 4, 2010)

A Time of Year for Saying “I Do”
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.”

A Time of Year for Saying “Thank You”
This time of year also marks the end of the calendar year and an opportunity for employers to thank employees for their good work and to reward customers for their loyalty. Blue Soda Promo, a website selling promotional products to small- to medium-sized organizations, sees a lot of traffic in the fourth quarter of the year. Part of Blue Soda Promo’s value proposition is “ridiculously good customer service,” and live chat is a critical component of that.

Prior to having BoldChat, customers and prospects would call or email Blue Soda Promo. The addition of proactive chat invitations on top of their reactive chat implementation increased chat volume by 45%. With BoldChat, 85% of its leads now come in through the live chat channel.

“We were shocked to see these numbers, and would not go without a live chat offering as a result,” commented Director of eCommerce for Blue Soda Promo Tej Shah. “We have a robust website with about 10,000 products available online, but what people might not realize is that we’ve got 1 million products total. So if an organization is looking for a really unique gift that will be a hit with employees or clients, our highly educated sales team knows our inventory very well and can suggest appropriate options. Customers are thrilled when they get onto chat with a sales representative and find something that’s the perfect fit.”

For more information on what e-tailers are doing in preparation for the holiday season, see Bold Software’s recently released holiday readiness research findings.

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 http://www.BoldSoftware.com or call 1-866-753-9933.

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