Great product, great team
March 11, 2021

Great product, great team

Louie Panico | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

It's being used by 3 departments currently:
1. Customer Care agents - the Bold360 ai as a knowledge bot
2. Vendor populations - the Bold360 ai as a knowledge bot
3. Consumer site: the Bold360 ai bot/Support Center and Live Chat features on our consumer site
  • The National Language Processing (NLP) feature to pull up relevant knowledge works well
  • Implementation was not a difficult or timely process
  • Our Customer Relationship Manager (CRM) Jeff Shane is very attentive to our needs, hears out all asks and very accessible
  • Bold360 ai admin portal ease of use. Not difficult to create knowledge for the chat bot.
  • Reporting capabilities in the Bold 360 ai portal were challenging to understand
  • The Voices feature, which are the words and phrases entered into the bot that do not have knowledge associated with them, is a cumbersome time consuming process to control.
  • For our Customer Care agents who use the bot for knowledge, this has reduced the amount of time they were looking for knowledge to troubleshoot issues.
  • Having the chat bot on our consumer and vendors site has given those customers another option to communicate with our agents. It has also slightly decreased the amount of calls and emails made to our Care Center.

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One factor to consider would be the frequency of having to use their support team. In the 2 years, we have been using the Bold360 ai bot we've only had to use contact their support team just a couple of times and each time the communication was timely and efficient with resolution.
Product dependability, reliability and usability is very important so we are satisfied on that side with the product to date but just as important is the relationship building with the vendor and CRM. Their willingness to stay engaged, listen and go above and beyond to make sure there is satisfaction has been excellent also.
The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us.