Genesys DX (discontinued)

Formerly Bold360

Have not found best resolutions so far as we have gotten from Bold360 support team. They are always so alert and supportive.

We need more German support. More Best Practice. Response Time.

The Bold360 team has been supportive throughout the process. My reason for providing the 8 rating is due to the training curriculum. I believe Bold should work closely with the client to determine what training would best support the customer's needs.

Dedicated customer success rep and quick responses from the support team have proved helpful.

All support issues have been answered very quickly. The Bold360 team is super friendly and a pleasure to work with.

All questions were answered and the accessibility to the team for training and issue resolution was exceptional.

The cooperation with the Bold team is constructive and goal-oriented.

The Customer Relationship Manager keeps us updated on new features and helps us to implement them. This extra help and support has been awesome.

One factor to consider would be the frequency of having to use their support team. In the 2 years, we have been using the Bold360 ai bot we've only had to use contact their support team just a couple of times and each time the communication was timely and efficient with resolution.

The customer support is not always as fast as desired, but our own customer support contact is great.

Bold360 provides a lot of features [that] can be implemented with minimal effort. The simple UI design of the console enablers colleagues who aren't developers to create and deploy content with minimal friction.

The Bold360ai team [is] also developing more features released each month and are also willing to support [customization] to support your business operation.

The support we have received for training, fixes, and feature requests has been very good.

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.

The Bold360 team and VIP Support alike remain on-the-ready to assist as our needs arise. All have been easy to reach and follow-ups are consistently quick.

The customer success manager, account manager, and support team are very helpful and responsive to issues.

There was a project manager change during implementation which always ends up impacting part of the project. The costing model was not totally clear with regard to the features to be made available once the actual product is purchased: ei professional costs are based on features implementation.

Our experience in customer care team has been very positive from start to finish. Help [was] provided to understand how we wanted to use it and why, ongoing support is very good, has given excellent results so far to our volume handling, and self service scores running at 83% - which is helping to drive down our other incoming volume trends and potential costs.
We are still feeling the impact of Covid-19 so our volume's not 'normal' right now, but the flexibility [that] chat has given us was essential, and continues to be during remote working and lockdown constraints.

Bold360 is a good system and we have had good support. However, this project was not implemented in the timeframe we were expecting and sometimes it takes a bit long in our opinion to get a bug fixed.

Very quick and efficient handling of technical issues (even if they are my own fault!). Always happy to support where they can.

Remedy tickets and e-mail/IM requests acknowledged quickly. Bold support team extremely knowledgeable, willing to help and research if needed.

BoldChat support was blazing fast and wonderful. They helped in resolving some of our nightmares during odd hours. It is one of the best support services we encountered. Support personnel were very knowledgeable and very supportive in understanding and helping to resolve our problems. It was really a very good approach BoldChat support has to its customers.