Genesys DX (discontinued) vs. Gist

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

Incentivized

If your marketing model is selling products, services, or SAAS where you are doing inbound marketing and your website will do most of the lead generation and conversion, this is a great product. From live chat, support, event tracking, and automation, you could almost put your entire business on autopilot. If your marketing model is mostly outreach to cold leads and conversion, this software currently does not have any type of sales stages or task generation. I would still use Gist for website inbound but use another software for outreach and cold leads then when they become a lead put them into Gist for marketing automation.

Incentivized

• 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.

• Customer service via a unified inbox so you dont have to separately monitor your twitter, Facebook or IG account for consumer communication there. Gist unified all into one inbox, better than anyone else I've seen in the market. They archive all communications and tie them back to a single user so you get unified customer history / data.
• Marketing segmentation and automation: they track user history and behavior across the site and have super detailed segmenting capability, on par with ActiveCampaign's, but better I'd say. Better UI for the marketing admin person, and more unified data than in AC.
• Live chat and chatbot. Usually it's either one or the other but with Gist you can do both seamlessly.

Incentivized

• 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.

Incentivized

• Plan limits can be confusing. For example, there is a monthly charge for support and a monthly charge for "growth," plus there's a separate charge depending on how many contacts and seats you have. Perhaps this is normal in the industry, but it can make it a little challenging to understand the bill every month.
• The vast amount of features means development will never be as fast as you'd like it to be (even though they release updates all the time). This may not actually be a valid concern, and it certainly isn't unique to Gist (who doesn't have a wishlist they're waiting on their favorite SaaS to get to?), but I do believe the likelihood of being stuck without your desired feature being developed goes up a lot as the product gets bigger and bigger.
• Email deliverability has been less than perfect in the past, but it has improved drastically in the last year.

Gist is a quite reliable service with a lot of added values. We don't need to pay for different Saas for these important features. If I had an issue the team was super responsive and helpful, that is essential for every business. The email delivery is great, so virtually no email has landed into spam folder

Incentivized

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

Incentivized

It’s pretty simple, but it does a lot so there are more complicated features which depend on an individuals ability for software implementation. I am not an IT expert and I’ve managed to implement everything myself, others that are more tech-minded may find everything easier.

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.

Fantastic support. Ask a question, get an answer within 24 hours every time. And sometimes within a few minutes. They've always come through for me, helpful and, even when it's an issue on my end, they point me in the right direction.

Incentivized

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.

Incentivized

Gist combines all our previous products into one application and adds many more features that would require more apps. Gist is excellent and a no-brainer all-in-one application when compared to having to manage multiple applications at higher cost. The support from the whole Gist team has been extremely responsive.

• 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

• They are perfect for me as a someone who needs a lot of bang for the buck. The chat messenger device on my website alone has brought me new prospects that I did not have to spend money recruiting.
• I am able to save hours of time with the automated emails that are GDPR compliant.
• I don't have to pay for a designer to have excellent looking emails either.