CodeBaby®
Customer Experience Goes Online. More often than not, the most powerful customer connections happen in the context of a conversation. That’s why customer relationship skills are among the most valued in business. Whether for marketing, sales, or service, an effective conversation between a customer and an employee has three key qualities: it’s highly interactive; it’s personally engaging; and it’s emotionally intelligent ... combining the subtle interplay between “heart and head”.
Today, customers are taking up residence online. As a result, a company’s website is the dominant mechanism for interacting with customers. Therein lies a significant challenge, because the web is effectively “emotionally challenged” -- lots of text, lots of pages, lots of clicks -- but no means for making a more human, “conversational style” connection with online customers.
What We Do. That’s where CodeBaby® steps in. We’re a game-changing, category-making company that’s changing the face of the Web. Our solution is a fully animated, expressive digital character (a CodeBaby) that engages customers at key points in the online experience. We focus the CodeBaby Conversation at points of predictable emotional escalation. These are points where customers are more receptive, but also “moments of truth” where the customer relationship is at stake. We focus the CodeBaby Conversation on optimizing measurable customer objectives that include: lead capture; cross-sell/up-sell; click-to-buy optimization; complex web tasks; web navigation; customer support; and so on.
With our clients, we apply a simple guiding principle ... if you had a customer professional sitting next to your customer at a specific point in the online experience, what would you have them say, and what would you have them do? That’s what we do with the CodeBaby Conversation, but with some additional techniques and intelligence applied given the digital nature of our presence. Simply put, we sell the value of highly interactive, personally engaging, emotionally intelligent conversations for the online customer experience.
Why It Works. Turns out, these online Conversations are astoundingly effective. But how does it actually work? Based on new discoveries over the last 10 years in neuroscience and psychology, we know we humans make our best decisions and move to action when there is a subtle interplay between rational thought, emotion, feeling, and intuition. Increasingly the disciplines of customer experience is coming to understand the importance of taking a whole mind, whole human approach to optimizing customer interactions. Additionally, we see a growing body of research and insight into the effectiveness of digital characters in making this “human” connection. Much of the early research centered on computer gaming. But increasingly, research is focusing on the effect of avatars and digital characters to drive commercial customer behaviors online. At CodeBaby, we are applying and building on these emerging insights into digital character / human interactions to insure maximum benefit in our solution. Of course, we can provide details on this recent research and publishing, as well as how we are leveraging these relationships and insights. We can also explain how we’re building a substantial Intellectual Property portfolio that includes invented technology and software engineering, Trade Secrets, Patents, Trademarks, and Copyrights.
Patrick Bultema, CEO, CodeBaby
Patrick is a recognized industry leader and company maker. He has served as executive, investor, board member, and advisor to many venture-financed startups. Most recently, he was a Venture Partner with vSpring Capital. He also served as CEO of XAware and FrontRange Solutions, a global CRM software company. He was founder
and Executive Chairman of Knowlix, as well as Chairman/General Manager of the Help Desk Institute, then a Ziff-Davis company.
A noted author and speaker, Patrick is recognized as a leading expert in the customer management industry, and was previously founding Executive Editor of Customer Support Management Magazine. Patrick holds a Bachelorʼs degree from California State University and a Masterʼs from Princeton.