The Internet has made many confusing things simple, thanks to websites and experts dedicated to helping out the confused customer. One such site is Whiteflash, which helps educate prospective customers about buying a diamond. Whiteflash needed a live chat solution so that its agents could provide guidance and support to consumers, and its previous solution was not meeting its expectations. Instead, they turned to BoldChat.
For four years now, Whiteflash has been using BoldChat, and hasn’t looked back since. With its easy to use software, competitive pricing that provided great features and functionality at an affordable cost, and a focus on customer service, BoldChat proved the perfect choice for Whiteflash.
With up to 1,5000 chats per month, the company has a success rate of about 65 percent of the chats resulting in sales. It added a live chat button to each page of the site, which has increased the chat use by 23 percent and sales by 44 percent, more than earning back the investment.
BoldChat also stores chats to port them to the CRM system, keeping a history and record of customers. This allows for a more personalized experience, maintaining information on and a connection with each prospect and customer.
“Since implementing the solution, the response has been excellent,” said Debi Wexler, Whiteflash’s CEO. “Our customers appreciate interfacing with a ‘live human being’ vs. a revolving answering machine. Many clients opt for BoldChat as a discrete, yet highly individualized, way of buying a diamond without their girlfriend knowing. They say they are ‘working’ when they are actually chatting with us late into the evening,”
If the story of satisfaction isn’t enough to make this a success for BoldChat, the numbers certainly are. Both the number of live chats and sales have gone up, with many more chats resulting in sales than before. Whiteflash made the right choice with BoldChat, and is enjoying the results of its decision.
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Edited by Amanda Ciccatelli