Very pleased with our experience
Anonymous | TrustRadius Reviewer
January 05, 2019

Very pleased with our experience

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Bold360

BoldChat is used across the whole organization as the main chat service with the customers. It is used in almost all countries that get this service offering from us. Moreover, it is also used as a part of an overall tooling portfolio for developing future projects and engagements with the company.
  • Easy setup in terms of different departments and chat windows.
  • Flexibility in managing the current setup as well as testing new features and setup options.
  • Easier translation and enhancement capabilities.
  • 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.
  • Overall increase in user engagement and chat adoption across all countries and regions.
  • Increase in user and agent satisfaction because of the seamless chat experience.
  • Frequent updates keep the agents from encountering frequent errors and improve efficiency.
We have had a very positive experience overall with Bold360. After an initial setup which was fairly easy, we have been able to get all agents onto the platform and also launched the chat service in almost all countries over the span of a year. The experience was extremely well received by the users as it provided them a very easy mechanism to contact the help desk and resolve their issues in real time by chat, screen share etc.
Bold360 is perfect for a one-stop chat platform with enhanced capabilities like AI and video chat platforms. It provides a well-rounded suite of options for businesses and users to engage and talk to the service professionals on the other side. It also offers a lot of flexibility to agents too in providing smart responses in a timely manner.