The second reason came from macro-market forces which continue to redefine how businesses interact with their customers.  The dialogue generally revolves around convergence, integration, and single contact resolution (for both sales and support).  We thought, therefore, that a new name – one that embraced this holistic view of customer interaction – was needed.  BoldCCM was born.

CCM stands for:

Customer
Communication
Management

Two product offerings bear this name which means they both offer users the ability to interact with website visitors in multiple ways.  You can learn more about these products and the benefits of integrated website communication management by following the link.

Meanwhile, IT departments are looking for “best practices” that will “increase efficiency” while executive teams are encouraging “paradigm shifting organizational changes.”

Though it may be counterintuitive, we think that enterprise-sized e-tailers can save money by thinking inside the box. Here’s what we mean:

Consolidate Communications: We know from our own proprietary research that a website visitor’s communication technology preference is dependent upon where they are in the buying process. In a given moment then, there are people on your site who want to chat with you, initiate a click to call with you, email you, be actively assisted, or have no communication with you at all. Putting each of these communication methods into its own box and under its own management is wasteful. Enterprises should consolidate all of these methods under one umbrella with the same interface and staff. We recently launched an integrated suite to accomplish just that. Learn more about BoldCCM.

Get in the Driver’s Seat: Taking control over your own live chat, click-to-call and email management solution is valuable to an enterprise for two reasons. First, it saves money in the short-run because it avoids costly fees associated with ongoing professional services engagements. Secondly, it enables companies to build intellectual capital around an increasingly important competency. We recommend, at least, that firms develop a working knowledge of live chat reporting metrics and proactive invitation logic.

One Chat Resolution: Many enterprises who utilize live chat for support should consider an active co-browsing or full remote control capability. If your product line is complicated or if you sell computer-related items, the ability to actively view and interact with a target customer’s PC could allow you to resolve their buying or support issue in one session. This not only provides a positive experience for the customer, but avoids costly escalations.

For small businesses like real estate agents, insurance brokers, doctors, lawyers, and independent website designers, the following things are likely true:

1. They have websites.
2. The websites are important, but what really closes deals is talking to someone.
3. It’s very likely that most people visit the website before deciding to talk to someone.

Bold Software recently launched a new product tailor made for these businesses. Let me pause for a moment and further emphasize my previous comment – this blog post is a blatant sales pitch. Truth be told, I should have titled it that: Blatant Sales Pitch.

I’m not pulling any punches here; I’m just totally going for it because I know how perfect this new product is for certain websites. If you have a website and wish it would generate more leads to whom you could have a voice conversation, then BoldCall Express is for you.

While I strongly encourage you to check it out for yourself at the BoldCall.com site, here are just 3 little reasons why it’s a great solution:

1. Its just $14.99 per month and that includes 100 minutes of talk time.
2. It has a proactive invitation feature which reaches out and puts visitors on the phone with you.
3. If you are thinking, “I don’t know anything about how websites work” – then you are the perfect customer –we made it so easy you won’t believe it.

I could go on, but people can only take so much of the hard sell. Whew…this post was exhausting…

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