Bold Software’s Live Chat Benchmark Report Shows Live Chat’s Impact on Customer Satisfaction


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Findings Include Key Benchmarks That Keep Customers Coming Back

Wichita, KS, November 11, 2009 – Bold Software today followed up its recent
release of the industry’s most comprehensive live chat benchmark report
, by
providing specifics related to live chat’s role in customer service. The
report includes specific benchmarks that allow organizations to gauge the
impact of their live chat implementation.

After reviewing tens of millions of chat records, hundreds of millions of
website visit records and billions of unique page URL recorded visits, Bold
Software has identified benchmarks that point to live chat as a critically
important customer service tool, including:

– The use of a pre-chat form increases the survivability of the
chat request significantly.

– Sites that use an unavailable email form capture contact data
between 9% and 47% of those who are presented with it.

– Answering incoming chats in less than 10 seconds yields chat
conversations with >80% of those visitors initiating them.

“We strongly believe that every commercial website greatly benefits from at
least one live communication channel for customers, and our benchmark data
definitely underscores that,” said Bold Software President & CEO Steve
Castro-Miller. “Live Chat is a key tool to keeping customers satisfied after
the sale, which means repeat shoppers – a key focus for e-tailers looking to
be successful in the long-term.”

A pre-chat form significantly increases the survivability of the chat
request, and PrintGlobe has benefitted from employing this strategy. A
leading provider of promotional products, custom printing, business
printing, flags, signs and banners, PrintGlobe employs a pre-chat form to
learn more about their customers.

“Using a pre-chat form gives us a bit of information about the customer so
we can better assist them right away,” said PrintGlobe Director of Internet
Marketing Rob Williams. “We try to answer chats as quickly as we can, but
our use of a pre-chat form also increases the likelihood that a customer
will wait in case we are busy. During those times, our chats survive longer
than average – for more than two and a half minutes.” is a leading retailer that sells office, restaurant and
cleaning supplies to small businesses. The e-commerce site is able to retain
an edge over much larger competitors due, in part, to its special emphasis
on customer service. Use of an unavailable email form within their live chat
implementation is part of this commitment to excellent service. When
presented with an unavailable email form, an impressive 32% of’s website visitors will provide information.

“Live chat is an important channel that helps us service our customers
100%,” said Adam Flam, Customer Service Manager, “The fact
that we have easy-to-locate live chat links on every page of our website
builds credibility and trust that we’re serious about wanting to
communicate. So even if our live chat operators aren’t available at that
exact moment, visitors who are presented with a branded unavailable email
form understand that we’re serious about follow up.”

Answering incoming chats significantly faster than average pays off for Abt
Electronics in every way. “As a company that has thrived due to our laser
focus on customer service, we knew we wanted to use live chat to enhance the
experience our online shoppers had at,” commented Abt Electronics’
Co-President Jon Abt. “We’ve got more than 50 operators available in an
effort to respond to incoming chats as swiftly as possible. So not only are
our customers converting at a much higher rate than they would without chat,
they’re satisfied customers.”

To learn more, download the full report at:

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 or call

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