Reliable and functional but is it the one that you want for your customers in 2019?
Updated June 12, 2019
Reliable and functional but is it the one that you want for your customers in 2019?
Score 6 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bold360
We have multiple web sites with different types of visitors and concerns. We have complex products and product life cycles. We are optimizing Call Center time and resources. We are increasing and tracking Sales in chat. We measure and monitor call center KPIs. We have multiple communication channels with our clients. Bold360 is being used mostly by the Call Center (Sales and Customer Service).
- Pretty reliable
- Custom design options for chat windows/chat buttons. Multiple chat windows with different settings
- Unlimited canned messages and comfortable settings
- Hot keys for templates
- Proactive chat option
- Missing Facebook integration
- Poor design
- Pre-chat window with auto-answers is not flexible to set up
- Pricey
- We serve almost 95% of incoming/outgoing chats within Bold360.
- Sales conversion is lower than our expectations - about 5% of proactive chats.
- Customer satisfaction averages 8 points within Sales/Support interactions.
- Zendesk Chat (formerly Zopim)
Zendesk was selected after Bold360 for another segment of our websites. At the moment when we evaluated chat providers we had some basic chat needs/functions:
- Reliability
- Custom design options for chat windows/chat buttons
- Chat statistics per web site
- Multiple chat windows with different settings
- Quick and comfortable search of canned responses
- Proactive chat option
Bold360 Support
| Pros | Cons |
|---|---|
None | Slow Resolution Poor followup Escalation required Difficult to get immediate help Need to explain problems multiple times |
No - If I pay for the service itself, why should I pay premium support of it? I think good and adequate support should be included.