When comparing against other chat bot providers, we found the Bold360 user interface to be more user friendly on both the setup and customer facing sides.
Userlike was a live-chat-only product, which we replaced with Bold360 because of the additional possibility of a pre-activated bot. When using live chat only, Userlike is as good as Bold360.
Each is unique in [its] own way but we wanted something powerful and easy for the people performing day-to-day tasks within it. We didn't want to always have to rely on IT to not only develop but also maintain the solution and therefore adding an unnecessary dependency on the …
Verified User
Professional
Chose Genesys DX (discontinued)
Bold360 is flexible, fairly easy to integrate, and very much aimed at customer service, which made it an ideal fit. Many other vendors don't have the customer-facing functionality of Bold360.
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.
We went with Bold360 because it fit our needs best, the cost was right, and the ease of use and implementation looked better to all of us than the competition. The web team knew of Bold360 by reputation. I liked the ease of use and the low time investment from an admin point …
Zendesk was selected after Bold360 for another segment of our websites. At the moment when we evaluated chat providers we had some basic chat needs/functions:
Reliability
Custom design options for chat windows/chat buttons
Boldchat has a lot more options thus making Boldchat more complicated to use than Bold360. But since Bold360 is a simpler system, it cannot do all the things that Boldchat can use. That is why we have not stopped using Boldchat. Our lesser experienced and part-time reps use the …
Ihelp was used prior to Bold360. Prior to Bold360 Frontier Communications utilized Bold for the past 2 years. Frontier Communications was a test center for Bold 360 December 2018 and were rewarded by being able to test and provide feedback prior to 360 activations. Management …
E Commerce Specialist / Business Process Improvement Specialist / Quality Auditor
Chose Genesys DX (discontinued)
We used Orcale prior to switching to the BoldChat Desktop Application Operator Client and then to Bold360. I have no other experience and can say that the BoldChat Desktop Application Operator Client although was tough to get used to, has become a comprehensive tool which I …
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
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.
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
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.
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.
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