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360 Review
February 19, 2021

360 Review

Jonathan Deschamps | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

We are currently using Bold360's products to offer a complete self-service solution to our customers for pre-, during, and post-rental queries, with the added ability to contact our service departments through the channeling solutions. We are currently using it for our UK, Italian, Spanish, French and German markets, however discussing expanding this scope.
  • Intuitive system functions with capability for advanced users if required.
  • Great technical support for their clients.
  • While the "intent" approach of the embedded widget is great, I would like to see an automatic keyword search when single word entries are made.
  • We've seen approximately 10-15% volume deflection from our customer service department through the use of Bold360 by offering self-service options with the support center/FAQs.
  • Enhanced customer journey through immediate answers with a constantly growing/improving knowledge base.

Do you think Genesys DX (discontinued) delivers good value for the price?

Not sure

Are you happy with Genesys DX (discontinued)'s feature set?

Yes

Did Genesys DX (discontinued) live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Genesys DX (discontinued) go as expected?

Yes

Would you buy Genesys DX (discontinued) again?

Yes

Very quick and efficient handling of technical issues (even if they are my own fault!). Always happy to support where they can.
For the most part, the system is very user-friendly, and once set up out of the box according to your parameters, it works as intended. There are some features that were confusing to those who may not have a strong technical understanding, however with minimal impact on the overall use of the product.
Given the wide variety of products and services offered via Bold360, I am confident in saying that any scenario could find a suitable use for the products. The flexibility and customizability of the platform can work for many.