San Antonio — The Progressive Retailers Organization was at the Westin La Cantera Hill Coun
Abt Electronics said it has upgraded its onscreen live-chat features by deploying BoldChat on its Web site.
Although Abt had already offered a live-chat option, consumers who used Mozilla Firefox or Apple Safari Web browsers weren't able to use it, John Abt, the company's president, said in a release put out by BoldChat.
"We've offered a live-chat option on our Web site for about six years now," he said. "However, the capability wasn't always availble … we also wanted a better feature set and more advanced reporting tools. BoldChat offers all these things."
Since all incoming chats are displayed onscreen to Abt, BoldChat enables the online customer-service agents to pick and choose which inquiries they are most qualified to answer. "Home theater specialists can answer HDTV questions, while someone else grabs inquiries about refrigerators or car audio. The ability for agents to work within their field of expertise has become a real plus for our quality of service," Abt said.
BoldChat was developed by Wichita, Kan.-based Bravestorm. It said the service is used with more than 10,000 Web sites in more than 70 countries.