In a competitive industry, promotional products company Blue Soda Promo knew it had quality products, competitive pricing and strong customer service, but the company wanted to further distinguish its brand. So, Blue Soda Promo looked for a way for customers and prospects to get the answers they were seeking as quickly as possible.
In a market of about 24,000 competitors, the organization decided to differentiate its customer service by offering live chat. Thus, it selected LogMeIn’s BoldChat, a live chat solution that enables businesses to quickly and effectively engage with website visitors. BoldChat is offered in different editions and includes integrated communications technologies such as click-to-call, e-mail management, SMS management, and co-browsing to businesses of all sizes.
The addition of proactive chat gave Blue Soda Promo the site visitor engagement that it was looking for, while BoldChat’s visitor monitoring allowed it to see who visited the website with a complete visit history. Also, the reporting functionality allowed the company to analyze the impact of agents and live chat efforts.
Since implementing BoldChat, Blue Soda Promo positively impacted customer satisfaction and increased sales. The company has been happy with the additional level of customer service it has been able to provide with 85 percent of customers and prospects can now contact the company via live chat.
“10,000 of our company’s products are online, but we actually have more than 800,000, so for customers who want very unique or niche products that aren’t posted on our website, our agents can find these and quickly offer them to customers via BoldChat,” said Tej Shah, director of e-commerce for Blue Soda Promo, in a statement.
Blue Soda Promo also wanted a solution that could bolster conversions, and BoldChat has been a flexible, easy-to-use platform for generating leads and sales. In fact, approximately 60 percent of the company’s sales originate from BoldChat.
Shah appreciates how easy BoldChat has been to customize as the company is able to adjust its invitation timing, the pages chat launches on, and messaging completely independently. Proactive chat has been a valuable tool for sales because it has helped boost chat volume by 45 percent as well as increase conversions and revenues.
Shah added, “We generate the most leads and sales on our website via BoldChat -- it’s a necessity for us. We would never go without a chat tool now.”
To read the full report on Blue Soda Promo’s success with BoldChat, click here.
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Edited by Jamie Epstein