Best suited to simple questions and answers
March 04, 2021

Best suited to simple questions and answers

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

We use Bold360 to manage, maintain, and provide insight into the use of our support center knowledge base in customer support. We use it to improve the customer's quality of service by enabling them to self serve. This not only improves the customer experience but makes support more scalable, as we have a great many customers around the globe looking for information on our products. Ticket deflection and quality of service are key.
  • Allows customers to self serve and is excellent for ticket deflection
  • Give all customer-facing employees (both in and out of customer support) access to company knowledge
  • Allows you to store translated versions of the KB articles in separate knowledge bases.
  • Provides good insight into customer interactions with our support center/Bold360
  • Search capabilities can be improved
  • Reporting capabilities could be improved
  • Article workflow capabilities could be improved
  • A graphical representation of the chatbot workflow is needed
  • Considerable saving on ticket deflection so return on investment
  • Saved on extra support engineer recruitment through self service
  • Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers
Bold360 is flexible, fairly easy to integrate, and very much aimed at customer service, which made it an ideal fit.
Many other vendors don't have the customer-facing functionality of Bold360.

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

Not sure

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


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?


Would you buy Genesys DX (discontinued) again?


The customer success manager, account manager, and support team are very helpful and responsive to issues.
Generally very good usability but with a couple of weaknesses.
I think Bold360 is best suited to simple questions and answers more than articles containing complex solutions, which require very detailed formatting.