JD.com and Alibaba create indexes to identify Chinese shoppers’ spending trends, which help retailers gain insight.
25% Customer Count Increase, New Hires and Product Innovations Position Bold Software for a Strong 2011.
Wichita, KS, January 18, 2011 — Bold Software, a leading provider of world-class web communication tools including live chat software, looks back on 2010 as a year of growth and evolution for the company.
“We are pleased with the market’s receptivity to our unique value-driven product offering and are excited with some impressive brands like Thomas Cook and World Wrestling Entertainment that have placed their trust in us,” said Bold Software President & CEO Steve Castro-Miller. “Additionally, we’ve increased our staff throughout the organization in order to accommodate new clients and organic growth, which requires another move to larger office space. Our product offerings continue to evolve based both on client feedback, our close look at the industry, and online shoppers’ needs via compelling primary research.”
Bold Software has seen greater than 30% top-line growth in 2010, accompanied by a more than 25% increase in the number of customers served.
New clients added in 2010, in addition to those mentioned above, include:
- Crown Awards
- Houston Grand Opera
- The Boston Globe
- The Durham Bulls
The company experienced significant expansion with several existing customers including two leading consumer electronics manufacturers, several internet-based retailers, and a leading credit card processor.
Another key indicator of corporate growth, Bold Software was named as a leading vendor to the Internet Retailer Top 500 in the “Live Chat/Click-to-Call” category.
Bold Software released an iPhone app, which un-tethers website owners so they can chat with visitors anytime, anywhere. Call center managers found it useful to oversee live chat implementations and the company sold four times as many apps as originally predicted. One reviewer said, “Works incredibly – now we are no longer tied to the desk.”
In the late spring of 2010, the company also announced its web client, particularly valuable for larger, mixed PC/Mac environments. Requiring only an internet connection, this gives businesses the flexibility to handle live chat interactions via any standard browser on any operating system.
In time for the 2010 holiday season, Bold Software released version 6.5, including powerful Sale Recovery technology. Previously, when chat operators were unavailable, visitors clicking on the chat button were unable to make real-time contact. Now, if an operator becomes available while the visitor remains on-site, businesses will be able to identify and recapture missed chat opportunities, a key conversion opportunity during busy times such as the holidays.
The version 6.5 release includes adaptive messaging, a highly-sophisticated, proprietary algorithm developed by Bold Software that watches the chat text in real time, suggesting appropriate messaging based on that text. This makes it possible for chat agents to deliver more accurate, intelligent messages to website visitors faster than ever. The adaptive messaging engine is always learning based on agent use of its suggestions so that its ability to understand chat context improves and suggested messages become more and more accurate over time.
Closing out the year, Bold Software announced the availability of its most comprehensive Salesforce functionality yet. Built with end-to-end contact management for sales teams in mind, Bold Software now offers chat agents the ability to seamlessly and efficiently populate contacts, leads, or any other Salesforce object with complete chat transcripts and other associated information gathered from a live chat interaction.
Bold Software maintained its focus on continually identifying and understanding the needs of website owners and online shoppers through primary research and professional services engagements.
Last year’s primary research includes the company’s third annual customer survey, its landmark Live Chat Effectiveness Research and its 2010 Holiday Readiness Research. Compelling findings include:
- Customer research: 69 percent of all respondents cited live chat as critical to their business during the holiday season. 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.
- Live Chat Effectiveness research: 77 percent of chatters agree that the technology positively influenced their attitude about the e-tailer.
- Holiday Readiness research: Live chat optimization ranks higher on e-tailer to-do lists than Search Engine Optimization (SEO) as far as changes companies are making to prepare for the holidays.
2010 saw the launch of a formalized professional services program including tiered offerings to help organizations develop internal best practices for their live chat implementations. As a part of these offerings, the company began offering a free website evaluation for any e-business.
Finally, Bold Software delivered compelling presentations with customers at industry conferences including the Internet Retailer Conference and Exposition 2010 and the International Customer Service Association (ICSA) Conference.
Bold Software works hard to provide excellent support to its customers. The company’s annual customer satisfaction survey yielded impressive rankings across all support channels:
- 96% of customers rate support as being good or excellent
- 75% of customers using email for support rated the resolution provided as excellent
- 75% of customers who've experienced support from another live chat provider rate Bold Software's support as being better – 80% of eCommerce customers with previous experience say the same
- 70% of customers using the phone for support gave staff the highest ranking possible for both professionalism and knowledge
At the start of 2010, Bold Software initiated a unique matching program that rallied its customers, vendors, and employees in support of relief for victims of the earthquake in Haiti. At the end of the year, rather than a traditional holiday gift to customers, Bold Software offered their customers the opportunity to direct Bold Software’s donation to the charity of their choice. Based on customer input, the company made donations in the name of its customers to Habitat for Humanity, St. Jude’s Children’s Research Hospital and AmeriCares Disaster Relief and Humanitarian Aid Organization.
About Bold Software: