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You don't need to be sat at your desk to offer support to your customer enquiries. Bots can be your extended team!
February 25, 2021

You don't need to be sat at your desk to offer support to your customer enquiries. Bots can be your extended team!

wendy Cann | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

Key channel for managing our customer contacts (motorists), combining both via our product website and in-app solutions in our UK customer care team. Especially supporting lack of telephone cover during UK lockdown and limited office attendance. Helping remote working effectiveness.
  • Provides flexibility of how we manage our customer contacts, in an environment currently where we have reduced capability of covering office based telephones.
  • More efficiencies gained, as a customer care agent can handle up to 4 live chats at same time vs 1 phone call or 1 email.
  • Good quality reporting to help us recognise trends and customer habits, and allows us to continue building the intelligence for chatbot activity.
  • Support from both account manager and systems is reliable and always helpful to our needs, from start of implementation through to day to day ongoing.
  • My agents are main users and they enjoy it, so I am not aware of any new features to help them right now but will continue to ask.
  • Reporting for me is always something to focus on - ease of identifying data, retrieving and offering graphics to use for presentation of facts to senior management.
  • Helped savings cost of licence and platforms by combining a previous web chat platform to include both.
  • Reduced cost of overflow 3rd party calls by increasing our internal capacity for productivity to handle more.
  • Increased our customer effort score by 20%, which helps support new tender business process in how we add value, as well as customer loyalty and ultimately protecting revenue/contracts.
Increased our potential for scale and improved analytics, which helped drive more customer focus within our business.

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

Yes

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

Yes

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

Yes

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

Yes

Would you buy Genesys DX (discontinued) again?

Yes

Our experience in customer care team has been very positive from start to finish. Help [was] provided to understand how we wanted to use it and why, ongoing support is very good, has given excellent results so far to our volume handling, and self service scores running at 83% - which is helping to drive down our other incoming volume trends and potential costs.
We are still feeling the impact of Covid-19 so our volume's not 'normal' right now, but the flexibility [that] chat has given us was essential, and continues to be during remote working and lockdown constraints.
Agents like it - its easy to train on and use.
Suited to helping a contact centre drive down costs with reducing calls/emails by use of chatbot and live chat. Suited to helping cross-country customer care depts. interact / consolidate more, maybe with language options easily translated.