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From Help Centre to Self Service
March 01, 2021

From Help Centre to Self Service

Samia khelifi | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

We are using Bold 360 for our FAQ (help centres). It is used by the Customer Care team but also supports the pre and during rental journey. It was implemented to deflect calls and emails into our Contact Centres by enabling the customer to self serve on queries that are low in complexity, however, still offering a range of escalation channels that can be customized to the needs of the customer.
  • The platform can be managed by the operational team as it is intuitive.
  • The ease of changes to the content.
  • The dashboard and analytics are rich and easy to use.
  • The templates for the design of the pages could be more flexible.
  • Contact deflection
  • Cost reduction
  • Help centre available 24/7

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

There was a project manager change during implementation which always ends up impacting part of the project. The costing model was not totally clear with regard to the features to be made available once the actual product is purchased: ei professional costs are based on features implementation.
As we are learning to use the tool, it opens up huge opportunities to serve our customers better and get better value from it.
Bold 360 is easy to use to create the articles that customers will read. It has rich content (links, tables, videos, etc.).