Likelihood to Recommend It was well suited for quick chats. Sometimes a topic over chat can be too complicated and requires a phone call which ClickDesk gives an option for a phone call. It is too specific and limited to conversations. The reason we moved away from this to
Microsoft Teams is because Teams is a more all in one solution. It can do chat, phone calls as well as webinars and screen sharing.
Read full review The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us
Read full review Pros ClickDesk allows account managers to interact with leads and customers, as they are searching and researching on our website and in our e-commerce store. It is compiled of amazing features of the live call, online engagement, communication, and interaction with users or clients on a very professional level. I can easily contact any customer or client easily by just contacting them on the platform which automatically connects to the representative of the relevant area. Read full review We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA. Email integration with Outlook has helped channel emails to agents by skill set. The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions. I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager. Read full review Cons We believe ClickDesk has questionable business practices... be careful ClickDesk charged us for services we did not use It was our experience that ClickDesk will not issue a refund after they have charged us for services we did not want. Read full review Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator. Native mobile applications to provide added support. Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user. Read full review Usability Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement
Read full review Support Rating Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
Read full review Alternatives Considered As I mentioned earlier, these competitors are good but they are too complex to manage by a non-tech person. Before deciding to buy clickdesk we tried 4-5 other competitors. Intercom was pretty easy too but also had a considerably complex panel for agents. A few of our departments are not that computer savvy. So we had to pick the easiest service we could find.
Read full review I used LivePerson in my previous company. It was the same as BoldChat in terms of being a standalone chat application. But when I started using Bold360, for the very first time I felt I'd found a tool that made chat a really good channel for communications.
Read full review Return on Investment Overall pricing is high We can handle our customer's 24-hour basis with multiple agent accounts It makes easier our business productivity Read full review Considerable saving on ticket deflection so return on investment Saved on extra support engineer recruitment through self service Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers Read full review ScreenShots