Overview

Proactive engagement of website visitors is proven to drive sales and increase satisfaction. In our own proprietary research, we found that more than 50% of regular online shoppers find proactive invitations helpful. The research also revealed that the likelihood that proactive chat will positively influence a shopper’s willingness to engage is related to a visitors shopping frequency – the more they shop, the more likely they are accept an invitation.

How it Works

Each BoldCCM Suite is equipped with a robust visitor monitoring capability. The data collected from this module is utilized to create invitation rules. Different rules can be created to target specific types of buyers, specific areas of the website, and specific locations in the sales funnel. The rules trigger one or more invitations and fire dependent on agent and skill-set availability.

Rules Criteria

Rules can be built with any combination of supported visitor data including:

• Search engine terms used to arrive on site
• First time vs. repeat visitors
• Minimum pages viewed
• Time elapsed from previous invitation
• Country
• Current site location
• Previous site location
• Entry URL
• Referring URL
• Minimum time on page
• Minimum time on site
• Plus a handful of advanced custom fields

Enterprises are free to create as many rule sets as they wish.


Invitation Types

The BoldCCM intelligent invitation engine supports two basic kinds of invites

1. Simple graphic
2. Pre chat/call form

Depending on the circumstances, one or the other invitation type may yield more impressive take-rates. Our professional services staff can assist organizations in implementing and testing each type of invite.


Built in Split Testing

BoldCCM includes the unique ability to automatically A/B test one proactive invitation against another. Similar in theory to the way many enterprises approach their pay-per-click campaigns, this feature of the invite engine will automatically calculate the acceptance rate for each invite to a 95% confidence interval.