Thursday, October 28, 2010

Online E-tailer Uses Innovation to Make the Season Merrier

Bold Software today announced its relationship with an inventive e-tailer who is relying on BoldChat this holiday season. Whiteflash has seen a significant spike in website traffic during this time of year, and staff their live chat implementation with product experts in order to keep visitors happy and drive increased .

“With both business and consumer-oriented websites seeing a considerable increase in traffic during the holiday season, it’s important to ensure that online experiences are positive ones,” said Bold Software President and CEO Steve Castro-Miller. “Website owners are interested in turning increased traffic into sales, and live chat done well is an excellent way to facilitate positive customer interactions and boost sales.”

In fact, a recent report from Forrester Research Inc. states, “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” (Making Proactive Chat Work, Forrester Research, June 4, 2010)

A Time of Year for Saying “I Do”
Specialty jeweler Whiteflash is an e-commerce diamond jeweler specializing in A CUT ABOVE® ideal cut diamonds. Widely viewed as the diamond experts and worn by celebrities, the Whiteflash brand is synonymous with fire, brilliance and beauty. Given their specific focus, the goal of the website is to educate prospective customers regarding the intricacies about buying a diamond in advance of any purchase.

To deliver that expert guidance to valued customers the world over, Whiteflash opts to have certified gemologists team up with diamond consultants to respond to chat inquiries.

“Our clientele is often highly educated on diamonds by the time they contact us, and as a result they have questions a typical customer service representative wouldn’t be able to answer. If the potential customer is not knowledgeable about diamonds, then our goal is to educate them. Our diamond consultants team up with our master gemologists to provide the analytic support when needed,” states Ashley Bailey, web content manager for Whiteflash. “We originally looked at several live chat providers and went with BoldChat because of its features and ease of use. Since implementing, the response has been excellent. Our Diamond Sales Team really appreciates having an additional channel to talk to customers, and customers appreciate interfacing with a ‘live human being’ vs. revolving answering machine. Many clients opt for BoldChat as this is a discrete way of buying a diamond without their girlfriend knowing. They say they are ‘working’ when they are actually talking to our sale team late into the evening.”

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