Bold360 in a nutshell; does the job but continues to need tweaks
March 19, 2019

Bold360 in a nutshell; does the job but continues to need tweaks

Jen Herbst | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

Our E-Commerce (Digital Customer Service) Department uses Bold360 to communicate with customers shopping on our website for product support and questions, order assistance, repair assistance, customer service and general web help questions. It allows our associates and customers to have real time communication via chat and we also have email conversations with those who opt out of using our live chat service.

Pros

  • Bold360 allows us to easily switch from email to live chat platforms so we can multitask using both platforms simultaneously.
  • Bold360 allows us to focus on the live chat or the email platform so we are able to focus on one agenda if necessary.
  • Bold360 gives us a dashboard view of agent performance which is easy to understand and gives a great snapshot of key performance measures per associate.

Cons

  • I wish Bold360 allowed for use of the canned messages with the quick key/short cuts that we have in the Desktop Application Operator Client.
  • I wish Bold360 would allow agents to move emails and chats to different folders (not just reassign to a different department or agent).
  • I wish Bold360 allows for an overview of agents logged into this service (like the Home Tab in Desktop Application Operator Client) and also an overview of the current live chat sessions so we (not administrative users/coworkers) know which of our other agents are not chatting and can accept more chats if they have put their status as away.
We used Orcale prior to switching to the BoldChat Desktop Application Operator Client and then to Bold360. I have no other experience and can say that the BoldChat Desktop Application Operator Client although was tough to get used to, has become a comprehensive tool which I find easy to navigate and use on a day to day basis.
Bold360 is well suited for desktop users; it is less than idea for mobile device users. This platform gives customers a way to communicate with a business using the Bold360 service in a quick manner but the limitations of the services this one encompasses compared to those within the BoldChat Desktop Application Operator Client are a pain point for those familiar with this operator client.

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