9-5 With BoldChat
March 18, 2019

9-5 With BoldChat

Jasmine Holloman | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

It is used in various departments including Sales Chat, Printer Chat, Camera Chat, Repair, and Social Media. It gives us another method to communicate with customers, other than just phones. Most of our customers prefer nonverbal communication and this allows us to give them that.
  • It allows us to see the customers questions when they are waiting in the queue. This allows us to prepare our response, providing a quick but detailed customer experience.
  • The chat history of a customer is visible for all to see. This is very essential when a customer references a past conversation with an agent. We are able to view the conversation and refer to it to better assist the customer.
  • We are able to provide detailed categorizations. This helps our supervisors see what topics are common for customers to chat with us about.
  • During times of high volume, Bold Chat will lag behind in both our ability to quickly answer a chat or respond. This affects our Average Speed to Answer stats, which are important to our performance scorecards.
  • If we are in one chat and another comes in and we try to answer, it will sometimes automatically send the response in the first chat. This leaves the second customer waiting longer and the first customer confused on why we sent a response that wasn't meant for them.
  • Although I am just a representative, I believe this has helped our overall sales because instead of calling, customers are able to receive help right on the website through chat.
  • Bold360 helps our customers trust us. Over the years, many customers have asked for more chat formats for support and now we finally have them. This helps customers know that we are listening.
Bold360 is the only chat system I have used.
It is great for fast-paced conversations and our more technology savvy customers/employees. I think it is difficult for some customers to use in technical support where the responses are normally more detailed.