Katie Evans , Managing Editor, International Research
eyes lips face Leverages Live Chat to Ensure Personal Touch for Makeup Purchases
Wichita, KS, August 31, 2009 - Bold Software today announced that e.l.f., a celebrated cosmetics manufacturer and innovative etailer, has selected Bold Software’s BoldChat live chat offering to enhance the high-touch online shopping experience at its website. In addition to using live chat in its customer service operations, e.l.f. also gives its customers a way to connect with professional makeup artists to chat one-on-one about techniques and products.
e.l.f.’s online one-stop beauty shopping destination was looking for ways to sustain and support its exponential growth. After working with a third-party vendor who highly recommended BoldChat, they decided to implement live chat as a direct channel to communicate with their website visitors. The etailer launched BoldChat in June 2009 and has already engaged in over 5,000 chats.
“We’re always looking for ways to engage with our customers and live chat meshed perfectly with our customer service strategy. Almost immediately after launching BoldChat, we began hearing from our customers that they really liked the live chat feature,” said e.l.f. CEO and Co-founder Joseph Shamah. “In my mind, BoldChat paid for itself in one day. The response was excellent.”
e.l.f. Expands Live Chat and Connects Customers with Professional Makeup Artists
Originally available on purchase pages, e.l.f. implemented BoldChat as an additional channel for customer service representatives to respond quickly to questions on product availability, pricing, shipping and other topics. After an overwhelmingly positive reaction from its customers, e.l.f. purchased additional licenses. They put more customer service representatives on BoldChat, and extended their live chat implementation in a totally unique way. They added two makeup artists to the product page who are available via live chat to offer women around the globe advice about makeup application and techniques, as well as insight on specific e.l.f. products.
“We are thrilled to partner with e.l.f. to enhance visitor engagement on their website,” commented Bold Software President and CEO Steve Castro-Miller. “e.l.f. has enjoyed impressive growth and yet they are still looking for innovative ways to deliver value to customers at every interaction. Adding BoldChat to the site adds value to the shopping and purchase experience and provides a very personal way to interact with this high touch brand.”
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 on 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.
Founded in 2004, e.l.f. is a revolutionary beauty company focused on ensuring that a holistic approach to beauty and wellness is possible for everyone. The result is a line of products comprising innovative technology, quality ingredients and excellent delivery systems at modest prices. By focusing on products rather than costly packaging and advertising campaigns, e.l.f. maintains the best prices in the industry to moisturize, hydrate and enliven eyes, lips and faces around the world. e.l.f. is an independent company headquartered in Manhattan. For more information, please go to www.eyeslipsface.com.
Tier One Partners for Bold Software
Jill E. Monahan
Tier One Partners