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Improvement over other chat services
April 08, 2021

Improvement over other chat services

Matt Walley | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

Currently my company is using Bold360 for our support services but we plan on expanding this product into our operations teams and other areas of the business.
  • Wide scope of customization
  • Great onboarding and ongoing support from the Bold team
  • Easy to implement
  • Rules analysis could be more intuitive
  • Bold360 doubled our self-resolution rate with their improved AI capabilities from the previous chat provider we were using.
Bold360 offers an increased level of customization in the following areas for almost the same price:
  • Reporting
  • Channeling to different agent groups
  • AI capabilities and self-resolution for customers

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

All questions were answered and the accessibility to the team for training and issue resolution was exceptional.
There was a small learning curve to get up to speed on the naming conventions but overall it did not take long to quickly learn how to navigate through the tools available and digest the information available to make informed business decisions.
The AI solution that Bold provides will help automate a lot of common questions that customers may have. The line of sight a supervisor or manager has on customer activity is just right.