TrustRadius
BoldChat is a live chat tool acquired by LogMeIn in 2012.https://dudodiprj2sv7.cloudfront.net/product-logos/HK/0m/R4G5TD6DM6S7.PNGLogMeIn, Inc.Bold360 Review2019-01-10T19:40:47.447ZWe utilize Bold360 in our department for communicating specifically with prospective graduate students. It is intended to offer them the chance when browsing our website to have questions answered as they come across them, as opposed to picking up the phone and/or emailing and receiving a response within 24 hours or so. Their questions are answered quickly and with minimal work on their part.,Easy to use - the web-based login is very simple & easy to navigate.
Keyboard shortcuts - helpful & provide efficiency.
Auto responses provide prompt response time.,Wish more than one person could be logged on at once or you could bump the other person off when you log in to the account.
The desktop app is kinda clunky and is an older design.
When you use the desktop application, I have to restart my computer each time I want to re-open it. That gets old and annoying.,7,Increased yield.
Effective marketing.
Increased website traffic.,We started noticing results quite quickly. We were able to take the contact information for our inquiries and add them to our recruitment database, this allowed us to reach out to and keep in contact with these prospective students who often times turned into applicants.,Erin StromBold360 helps our business run smoothly.2019-01-05T18:05:05.664ZI run the chat team at my company. We use the program to talk to our customers about customer service and sales opportunities. When customers do not want to call our phone line, they chat with us. We help with returns, sales and any other needs that may arise.,We love how the program lets us communicate seamlessly with our customers. It is easy to use for us and the customers.
We enjoy the many functions that the program provides including spell check, the ability to add pictures, and link customers to their ideal product.,From time to time, my agents do have issues logging into the system. Once they do, however, the program runs smoothly.
A nice to have would be a way to accept payments directly through the chat.,8,Bold360 has allowed us to add revenue to our business due to it being easy for customers to use when they do not have time to call.
Because we are able to chat with multiple customers at once, we have increased our service needs.,As soon as we implemented Bold360, we started to see results. The setup was easy and when customers realized that they had the opportunity to chat instead of call, then the chats started flowing in. Within weeks we were seeing increased sales and an increase in customer satisfaction.,,Mitel Applications Suite, MiCloud Connect (formerly ShoreTel)Justin Zipprich, Freelance WriterHow Bold is Bold360?2019-01-05T17:51:45.913ZBold360 Is being used in part of our E-comm Department to respond to and send customer emails and for conversation with customers using a live chat feature linked to our website Orvis.com. About half of the E-comm department uses bold chat while the other half of the department is using the Bold360. We have other departments using Boldchat and Bold360 but I do not know exactly which are using which.,Bold360 does well at routing emails and chats to the proper departments.
Bold360 does well at routing the oldest emails and chats to the first available representative.
Bold360 does well at retaining previous connections with the customer and has it readily available for review.,Bold360 does not make it easy to retrieve the customer information when you are not currently interacting with them.
Bold360 is too quick to close out after a customer closes the interaction not allowing enough time for follow up.
Bold360's wrap-up menu is not easy to navigate requiring you to go through multiple menus while not keeping the previous menu locked open. So a slight mouse movement will close all menus. It should use a click to hold a menu open and go to the next instead of the highlighting a line to open the next menu that will switch if you scroll over a different line. It's very frustrating especially in the few seconds you have between the interaction closing and the next one being assigned.
The workspace has issues displaying all the information. There are times where an email is cut off because it does not wrap-around and there is no scroll bar to scroll over. You have to highlight the text and read as you are highlighting it or copy paste it elsewhere to read it all. This only happens in emails or in reading previous interactions.
Definitely should make the panels on the workspace resizable. If I am reviewing previous transactions I'd like to make that panel bigger so I can read it without having to scroll.,8,Bold360 has provided a pretty easy to use way of interacting with our customers electronically.,We were using Bold-chat exclusively before Bold360. I have been using Bold360 since I started working in the E-comm department. I don't know what impact Bold360 has made compared to other systems as this is the only one I've used.,Joshua KimballUser Group2019-01-22T20:36:46.747ZWe use Bold360 across my organization as a communication tool between internal departments and field technicians. This allows my agents to multi-task with up to three chats and still perform other offline functions at the same time.,Ability to track entire conversation for post chat quality and compliance audits.
Great interface for real-time management of the workflow and queues.
Provides data to allow for the viewing of incoming trending and SLA compliance for answering time and chat duration.,Reporting.
Managing permission between user groups.,10,We have started to use bots and they have been a significant deflection of chats from live agents.,I manage a user group. My group doesn't implement; IT does. I am happy with the support we receive from LMI.,,Pega Customer Engagement SuiteJason FieldsRock On!2019-01-22T20:32:44.684ZWe use Bold Chat for Global Groupon Customers for their daily services purchased on Groupon.,Easy for the user to work on and benefits customer with immediate responses using the snippets.
Canned messages help agents to filter and respond to customers appropriately.
Current queue status and the open chats help agents understand the volume and work accordingly.,Bold Chat should provide the agent with their daily report rather than wait for someone to pull the reports separately.
Bold Chat desktop App had a feature to display the number of chats answered in the status bar that can be integrated here.,9,This tool is much easier than any other chat tool as this is user-friendly and customer-centric. This helps agents grow much more in their daily jobs.,ZendeskKamalakshi Chowduru
Unspecified
Bold360
25 Ratings
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