Taking customer service to a new level with a smart solution
April 01, 2021

Taking customer service to a new level with a smart solution

Mara Ticmanis | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

We use Bold360 for the website and customer service of our rehab clinic group in Germany. We use the technical solution for our digital help center with a bot and our multichannel customer service. We decided to use it to provide our potential customers with even more targeted support in answering their very individual questions and to relieve our customer service staff.

Pros

  • The knowledge database and artificial intelligence answer many questions without the intervention of the service staff
  • The analysis functions give us a good picture at any time of which contents we still need to improve or make available again.
  • The Agent Workspace facilitates work in personal customer consulting by bringing together all channels

Cons

  • The creation and display of the decision trees in the backend could be made a little more userfriendly
  • Customer engagement could be increased
  • The self-service rate is very high (previously we had to have staff do every consultation)

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

The cooperation with the Bold team is constructive and goal-oriented.
The application is very comprehensive and user-friendly in most areas. During our collaboration, parts have already been optimized again.
Bold360 covers many different needs to improve customer service in an organization. To this end, it is also particularly well suited for use with products or services that require explanation.

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