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Études de cas | Service clientèle

American Society of Composers, Authors & Publishers

BoldChat aide ASCAP à trouver son rythme.

Études de cas | Service clientèle, Engagement client

Kars4Kids

Kars4Kids drives donation conversions with BoldChat.

Études de cas | Engagement client, Ventes

Sullivan University

BoldChat aide Sullivan University à réussir avec mention.

Études de cas | Engagement client, Service clientèle

Tibco

Tibco transforme son activité pour demain avec BoldChat.

Études de cas | Service clientèle, Ventes

Timberland

Timberland fait des progrès impressionnants avec BoldChat.

Études de cas | Engagement client, Ventes

Web.com

Web.com prend le contrôle de sa stratégie de chat avec BoldChat.

Fiches techniques | Meilleures pratiques

5 Live Chat Implementation Best Practices

This document on live chat implementation best practices comes from BoldChat's years of experience with thousands of customers.

Fiches techniques | Engagement client

APIs and SDKs

Connect. Extend. Simplify. Leverage BoldChat to its fullest potential.

Fiches techniques | Engagement client

Co-browse

Securely browse with visitors and provide a seamless customer experience.

Fiches techniques | Engagement client

Auto Answers

Enhance web self service with BoldChat’s Auto Answer capabilities to help website visitors find answers to frequently asked questions quickly on their own before being escalated to a chat session for more advanced, personalized support.

Fiches techniques | Engagement client

BoldChat Email Management

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.

Fiches techniques | Engagement client

BoldChat Architecture and Application Control

LogMeIn offers consistently reliable service to its BoldChat customers and is vigilant in efforts to provide services that are not only robust and reliable, but also secure.

This document describes how we achieve reliable scalability and the measures taken by LogMeIn to protect BoldChat customer data. This document explores each of the following:

  • Network, data flow, and system access and restrictions surrounding the infrastructure including threat detection, data encryption and security breach protocols
  • Brief overview of the physical security of the datacenter including the environmental framework and security procedures
  • Application controls including login and password configurations, permissions and data obfuscation
  • The internal policies and controls for all employees and contractors including confidentiality agreements, privacy policies, background checks and training
  • The BoldChat Business Continuity plan and Disaster Recovery process
Fiches techniques | Engagement client

How Bold360 Chat App Improves Mobile Engagement

Proactively engage visitors whenever, wherever, on any device.

Fiches techniques | Engagement client

BoldChat Professional Services

From beginning implementations to advanced optimization, we have a professional services engagement tailored for your needs.

Fiches techniques | Engagement client

BoldChat Reports

All editions of BoldChat have reporting features that will facilitate the rapid transformation of data into actionable information.

Fiches techniques | Engagement client

BoldChat for Twitter Management

BoldChat puts the appropriate tweets in the palm of your agent's hand.

Fiches techniques | Engagement client

Chat Experiment Engine

Whether you want to run simple A/B tests or a full suite of multivariate tests to better optimize your BoldChat implementation, our Experiment Engine has the power to deliver.

Fiches techniques | Meilleures pratiques

Getting Started with Auto Answers

Bold360’s Auto Answers capability helps website visitors quickly find answers to frequently asked questions on their own.

Fiches techniques | Engagement client

Google Analytics Integration

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.

Fiches techniques | Engagement client

Salesforce® Integration

The Salesforce module enables and automates this process with the same flexibility and power customers have come to expect from BoldChat.

Fiches techniques | Engagement client

Video Chat

BoldChat’s fully integrated, native video chat capabilities provide a more personal and unique way to connect with your customers and prospects, differentiating your customer experience and driving richer engagements.

Webinaires | Engagement client

3 Customer Engagement Trends You Can't Ignore

We’ll share the latest trends shaping the future of service and creating the next big competitive differentiators.

Webinaires | Engagement client, Ventes, Meilleures pratiques

Best Practices to Connect With Today's Mobile Shopper

Retailers who don’t adapt engagement strategies for mobile customers are losing out.

Webinaires | Engagement client, Ventes

Bulletproof Your Omni-Channel Strategy: Top Tips for Connecting with Today’s “Everywhere” Customer

Successful retailers now are omni-channel: they must be there with the right support wherever their customer is.

Webinaires | Engagement client, Service clientèle

How to Successfully Implement a New Channel in Your Contact Center

Tips and tricks to utilize, and demonstrated best practices for how to successfully implement new channels within the contact center.

Webinaires | Engagement client, Service clientèle

Leveraging Video Chat for Customer Support: 3 Key Questions Answered

We share the latest trends shaping the future of personalized virtual support.

Webinaires | Engagement client, Ventes

Mobile Customer Engagement for Retailers: How to Move from Hype to Success

Designing a top-notch mobile engagement strategy is no longer a nice-to-have – it’s essential for online retailers to be successful.

Webinaires | Engagement client, Ventes

Mobile Engagement Matters. How Can You Stay Ahead?

For companies who make mobile engagement a priority, these mobile moments represent a massive opportunity to deliver differentiated customer experiences that delight mobile customers, earning their loyalty and share of wallet.

Webinaires | Meilleures pratiques, Engagement client, Service clientèle, Ventes

Upcoming Events & Webinars

View our upcoming events and live webinars.

Infographies | Engagement client, Service clientèle

Infographic: Deliver the Omni-Channel Support Customers Want

A recent Ovum study reveals an alarming perception gap between end consumers and contact center managers, threatening customer loyalty, sustainability and revenue growth.

Infographies | Engagement client

Infographic: Effective Mobile Engagement

A recent study reveals a massive opportunity for B2C businesses to deliver differentiated experiences that delight consumers and earn their loyalty, advocacy and share of wallet.

Infographies | Engagement client, Service clientèle, Ventes

Infographic: Deliver the Omni-Channel Support Customers Want

A recent Ovum study reveals an alarming perception gap between end consumers and contact center managers, threatening customer loyalty, sustainability and revenue growth.

Infographies | Engagement client

Infographic: Live Chat Performance Benchmarks

BoldChat’s annual Live Chat Performance Benchmarks study includes comparisons between desktop and mobile visitors, and allows your business to compare its performance against aggregate data from thousands of customers (Download the full report).

Infographies | Meilleures pratiques, Engagement client

5 Tips for Live Chat Supervisor & Admin Success

This ebook is a short checklist to help live chat supervisors and administrators provide superior service with live chat.

Infographies | Engagement client

Infographic: Optimising Customer Experience in India

This Fifth Quadrant infographic visualizes the direct impact of poor consumer experiences on loyalty and advocacy, current frustrations with customer service, and expectations for delivering personalized and seamless experience.

Aberdeen Group
Rapports d'analyse | Engagement client

Five Ways Live Chat Boosts Company Performance

This Aberdeen report highlights the top 5 benefits companies gain from using live chat.

Aberdeen Group
Rapports d'analyse | Engagement client

Use Live Chat for Superior Omni-Channel Customer Experiences

This Aberdeen report covers the 4 steps you need to take to deliver consistent, personalized, and timely communications to your customers when using live chat.

Aberdeen-Group-Live-Chat-The-Gift-That-Keeps-On-Giving
Rapports d'analyse | Engagement client

Live Chat: The Gift That Keeps on Giving

This Aberdeen report highlights the performance gains enjoyed by companies using live chat as a key part of their customer interactions.

Rapports d'analyse | Engagement client

Effective Mobile Engagement, 2016

A study examining customer engagement with organizations via mobile devices.

Rapports d'analyse | Engagement client, Service clientèle

Forrester: Transform The Contact Center For Customer Service Excellence

This Forrester report summarizes the top 10 customer service trends for 2016 that businesses must pay attention to in order to deliver customer service excellence.

Rapports d'analyse | Engagement client

Live Chat Comparison

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

Rapports d'analyse | Engagement client

Live Chat Performance Benchmarks 2015

Using the aggregated metrics of thousands of customers, this 3rd edition of the report should give new and existing live chat users the benchmarks in which they can compare their own performance against.

Rapports d'analyse | Engagement client

Are You Mobile-Minded Enough to Keep Your Customers Happy?

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.

Rapports d'analyse | Engagement client

Mobile Retail: Engaged Shoppers, Better Results

Mobile devices have reshaped consumer communications and have changed the dynamics of retail. This Aberdeen Group Knowledge Brief summarizes those changes and how handling them effectively will help retailers maximize their performance.

Rapports d'analyse | Engagement client

Mobile Shopper Experience Management

Succeeding as a modern-day retailer is no easy feat. It requires companies to optimized product margins, have the ideal mix of products at the right locations, but most importantly - it requires truly understanding shoppers in order to meet and exceed their needs. This Aberdeen Group report highlights how shoppers' growing use of mobile channels is changing the retail landscape and how retailers are adapting to this 'new normal.

Report Highlights:

  • Retailers with a well-designed mobile strategy enjoy a 97% greater year-over-year increase in annual company revenue
  • 54% of ecommerce interactions take place via consumer mobile devices
  • Best-in-class retailers are 2.5x more likely to reduce shopping cart abandonment rates year-over-year
  • Best-in-class retailers are 50% more likely to use analytics to predict shopper behavior and personalize future conversations"
Rapports d'analyse | Engagement client, Service clientèle

Ovum Report: Deliver the Omni-Channel Support Customers Want

This report explores consumers' growing dissatisfaction with their digital experiences and reveals contact center investments to help achieve your business goals and win the hearts and minds of today's connected customers.

Optimising-Customer-Experience
Rapports d'analyse | Engagement client

Optimising Customer Experience in India and Southeast Asia

This Fifth Quadrant report reveals the drivers of customer satisfaction so that organizations can invest in the appropriate resources and technologies, and better service customers to improve loyalty and advocacy.

Rapports d'analyse | Engagement client

Three Steps to Become a Rock Star in Mobile Shopper Experience Management

Being able to deliver targeted and consistent messages across a multitued of interaction channels is key to reducing shopping cart abandonment rates and growing company revenue year-over-year. This Aberdeen Group checklist highlights three things retailers can do to design and manage a mobile shopper experience management program to stay ahead.

Rapports d'analyse | Engagement client

Where Contact Centers Are Missing the Mark with Customer Care

This report will help contact centers understand the relationship between support interactions, channels, and improving loyalty by investing in the right technology and resources to keep up with customers' ever-changing behavior and preferences.

Vidéos | Engagement client, Service clientèle, Ventes

Tibco Transforms Business for Tomorrow with BoldChat

Tibco chose to partner with BoldChat to boost sales and build relationships with their customers.

Vidéos | Engagement client, Service clientèle, Ventes

Bold360 Supercharges Your Customer IQ

See how Bold360 empowers companies to reimagine their customer engagement and support across all digital channels and devices for highly personalized and intelligent interactions.

Vidéos | Engagement client

BoldChat Builds Better Customer Engagement

See how BoldChat helps companies elevate the conversation with better customer engagement, differentiating themselves and driving better business outcomes.

Vidéos | Service clientèle

BoldChat Helps ASCAP Find Its Rhythm

After researching chat solutions, and conducting side-by-side evaluations of the leading vendors, ASCAP selected BoldChat by LogMeIn.

Vidéos | Ventes, Service clientèle, Engagement client

How BoldChat Works

Learn how BoldChat provides complete control & flexibility to seamlessly engage with your customers through mobile and multi-channel communications.

Vidéos | Service clientèle

Network Contacts Forges a Strategic Partnership for Success

Network Contacts, an Italian BPO, has partnered with BoldChat and Rescue to help them deliver seamless customer support on behalf of their clients.

Vidéos | Engagement client, Service clientèle

Tibco Transforms Business for Tomorrow with BoldChat

Tibco chose to partner with BoldChat to boost sales and build relationships with their customers.

Vidéos | Engagement client, Service clientèle, Ventes

What is BoldChat?

Overview of how BoldChat helps companies engage with their customers through real, human-to-human interactions on their desktop and mobile sites.

Livres blancs | Meilleures pratiques

5 Tips for Live Chat Agent Success

This ebook is a short checklist to help agents provide superior service with live chat.

Livres blancs | Meilleures pratiques

5 Tips for Live Chat Supervisor & Admin Success

This ebook is a short checklist to help live chat supervisors and administrators provide superior service with live chat.

Livres blancs | Engagement client, Service clientèle

Must Know Customer Engagement Trends

This ebook explores five key trends driving businesses' customer engagement and support strategies.

Livres blancs | Meilleures pratiques

67 Tips for Building Live Chat Success

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

Livres blancs | Engagement client, Service clientèle, Ventes

5 Tips for Live Chat Agent Success

This ebook is a short checklist to help agents provide superior service with live chat.

Livres blancs | Engagement client

Best Live Chat Software Buyer's Guide

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.

Livres blancs | Engagement client

Live Chat's New ROI: Return on Invitations

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.

Livres blancs | Meilleures pratiques

MarketPulse: How to Succeed in Your Peak Season

This MarketPulse will help contact center leaders gain direct insight into how you can improve the effectiveness of your contact center in preparing for and engaging customers during peak, seasonal volume.

Livres blancs | Engagement client, Service clientèle, Ventes

5 Tips for Live Chat Supervisor & Admin Success

This ebook is a short checklist to help live chat supervisors and administrators provide superior service with live chat.

Livres blancs | Engagement client

5 Common Questions about Proactive Chat

Answers to the five most frequently asked questions about proactive chat.

Livres blancs | Meilleures pratiques, Engagement client, Service clientèle

The Future of Customer Engagement

The future of customer engagement: shift in decentralized customer information, how companies are planning to invest in AI for customer service, and the changing nature of customer interactions.

Livres blancs | Meilleures pratiques, Engagement client

Tips for the Ultimate Customer Engagement Strategy

Offering an outstanding customer service experience doesn’t have to be a challenge. But it is both an art and a science, and we’re here to give you the answers you need.

Études de cas | Service clientèle

Appliance Zone

Budgets en baisse, opportunités en hausse.

Études de cas | Service clientèle

Exent Technologies

A game-changing, on-demand support solution.

Études de cas | Service clientèle

iS3

Améliorer l'assistance en réalisant des économies.

Études de cas | Ventes, Service clientèle

Miyachi Unitek Corporation

Une meilleure façon de fournir une assistance.

Études de cas | Service clientèle

Network Contacts

Network Contacts noue un partenariat stratégique pour réussir.

Études de cas | Service clientèle

SalesNexus

Passer au niveau supérieur de la gestion des e-mails.

Études de cas | Service clientèle

SendThisFile

Expérience client fluide et évolutive

Études de cas | Ventes, Service clientèle

Signet

Ouvrir de nouveaux canaux de communication B2B pour un service de meilleure qualité.

Études de cas | Ventes, Service clientèle

Sundance Catalog

BoldChat remplace Instant Service et se signale par une amélioration immédiate.

Études de cas | Ventes, Service clientèle

The North Face

The North Face fournit un service clientèle aussi évolué que ses produits.

Études de cas | Ventes, Service clientèle

Whiteflash

Taillé pour réussir.

Études de cas | Ventes, Service clientèle

Abt Electronics

Aider les clients de manière rapide et efficace avec un taux de disponibilité de 99,9 %.