American Speciality Health is using the Bold360 chat tool to provide our members with access to their accounts. Further by utilizing the Bold360 AI bot, our Customer Service team is able to expand our operational hours and provide detailed responses to our membership.
- Reduced operational costs by expanding our service reach.
- The user interface is easy to use and requires minimal expertise.
- Support of the Bold360 team.
- The ability to recognize the operational hours and agent availability.
- Streamline the reporting tools to provide complete overview of all performance.
- Lack of integration with WFM tools like Verint.
Bold360 is strong when it comes to their implementation team and the regular support they provide their employees. With their support of the development of the program, they could focus more attention on how to provide the client the best training. While their solution is easy to learn, the training of the solution and how to fully take advantage of the program requires more attention. Bold should consider working closely with their client and develop training based on that need. Lastly, provide the ability to determine when agents are available to take a live chat. Still struggle hour to display live chat availability within the chat articles, due to the inability of the tool to recognize the operational hours.
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.
Bold offers a user-friendly chat product.