Bold360: A Bolder Way to Communicate
April 20, 2019
Bold360: A Bolder Way to Communicate
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bold360
We use Bold360 in our Ecomm department to communicate with our customers through a live chat and email. The Boldchat and Bold360 systems are our sole method of communicating through the live chats and emails. Without it, we would not have contact with customers online. So, it allows us to handle customers issues and questions without them having to call our service phone number.
- Bold360 Allows us to disposition emails and online chats so we have a better understanding of the reasons our customers are contacting us overall.
- Bold360 Retains the communications with our customers so reps can review them and see the former communications which helps serve our customers more efficiently.
- Bold360 can categorize incoming communications so the proper departments receive that communication.
- Bold360 could really use the ability to locate specific chat or email logs when not currently in an email or chat with the customer. BoldChat has this feature but Bold360 does not.
- Bold360 should have the ability for users to change settings such as fonts and notifications without having to track down an administrator.
- Bold360 experiences lag and freezing issues system-wide. Thankfully it's not usually more than 30 minutes at most.
- Our customers like having the ability to live chat with a live rep to have their questions or concerns answered while they are online placing an order. Making our customers' experiences easy keep them coming back.
- Bold360 does not have all the same features as the Boldchat and so many of the reps here cannot do the same work that users using the other older system can.
- Bold360 has the options of limiting the number of chats or emails that come through to a rep at one time allowing newer inexperienced reps to have fewer calls and chats at one time allowing them to focus on them individually better providing better service while also allowing a more experienced rep to take more at once allowing the more seasoned rep to get through the calls and chats simultaneously resulting in the queue going quicker.
Boldchat has a lot more options thus making Boldchat more complicated to use than Bold360. But since Bold360 is a simpler system, it cannot do all the things that Boldchat can use. That is why we have not stopped using Boldchat. Our lesser experienced and part-time reps use the Bold360 while our seasoned and full-time reps use the older Boldchat