Let's chat about Boldchat
Lea Samargia | TrustRadius Reviewer
July 02, 2019

Let's chat about Boldchat

Score 9 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with Bold360

I work at a call center and Boldchat is used for various departments in other parts of the country to work together. When one department needs another to resolve an issue we use Boldchat rather than calling. This helps my specific group because it keeps our lines open for our actual customers: the technicians in the field.
  • Ease of use - the setup is simple. Receiving chats is quick and efficient
  • The ability to organize chats - our company has multiple assignment groups and this program allows a breakdown to all those groups.
  • The ability to format to each user - I can easily tailor personal responses so I don't have to type everything out. It's a very simple process and easy to access.
  • Transfers seem to be an issue - as noted before my company has many assignment groups. I have noticed some issues with the bot assigning chats to the wrong group ... Even when the user is picking the correct options.
  • Would like more choices for individual settings - while I do like the tailoring of answers as noted earlier, I wish there were more options for individual settings.
  • Positive - our business objective is customer satisfaction. My team is contacted with Boldchat to correct orders in Jeopardy.
  • Positive - it helps keep my teams phone lines open for technicians who are trying to install services for customers.
It was easy to set up for each of our users. The company overall started using Boldchat about 4 years ago. My specific group did about a year ago. Fewer phone calls was notice immediately. Also this helps keep customer orders flowing.
I have not used or evaluated other products like Boldchat.
I would recommend this software because it has been very useful to our organization in terms of keeping phone lines free. Also speaking for my specific team I think it has helped with customer satisfaction. My group helps prevent customer orders from being delayed. Boldchat has been instrumental.