BoldChat Rocks!
December 21, 2018
BoldChat Rocks!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bold360
Predominantly being used by our digital customer service team. Secondarily, it is used by a cross-functional group of "universal agents", who are able to handle any interaction (phone, chat, email, etc.). Finally, it is used by the broader agent group for customer service emails, and for small email sends. For example, if an item is out of stock and we need to reach 50 customers, we will use BoldChat to email those customers due to limitations using Outlook email.
- Reporting - Out of the box reporting is very good and well documented.
- Customer focused. Very responsive to issues. Assigned client relations manager works as our advocate.
- Forward thinking - technology roadmap.
- Would like to see BoldChat implement a universal ACD that delivers calls, chats, emails & social - all from one platform.
- Increased Sales Per Chat by 20%. Conversion tracking and sales reporting helped improve overall conversion rates.
- Custom built "Open Rate" reporting helps improve the customer experience. Prior to BoldChat, we had to manually calculate where it would have appeared to the customer that we were closed during posted "chat open hours". Having that ability to see where we needed to add extra staff helped improve our open rate by 5 points.
- Customer built ACD Middleware had the ability to test integration between phone ACD and BoldChat ACD to determine future roadmap for contact center. Saw a 30% increase in productivity with test agents and significant improvements to SLAs.
[Reasons we selected Bold360:]
Pricing - concurrent user model (vs. transactions)
VIP Support
Only product that we could custom configure & prevent a customer from seeing "chat available" and then being sent to a queue (this was very important to us as we believed it was a very negative customer experience).
While some products had some of the features, none had all of the features that were also included in the license costs; such as -- sales conversion tracking/reporting by page; proactive chat; real-time adherence capabilities; chat/email routing; automated surveys; tracking for conversions after chat sessions; integration with common, web-based CRMs; agent-created response libraries; delineation between desktop & mobile visitors, phone platform, etc.; custom report-creation tools; reporting by 15-minute intervals; staff forecasting tool; intelligent skills-based routing; and a dedicated CX liaison.
Pricing - concurrent user model (vs. transactions)
VIP Support
Only product that we could custom configure & prevent a customer from seeing "chat available" and then being sent to a queue (this was very important to us as we believed it was a very negative customer experience).
While some products had some of the features, none had all of the features that were also included in the license costs; such as -- sales conversion tracking/reporting by page; proactive chat; real-time adherence capabilities; chat/email routing; automated surveys; tracking for conversions after chat sessions; integration with common, web-based CRMs; agent-created response libraries; delineation between desktop & mobile visitors, phone platform, etc.; custom report-creation tools; reporting by 15-minute intervals; staff forecasting tool; intelligent skills-based routing; and a dedicated CX liaison.