Good option and support for simple chat bot functionality
April 14, 2021
Good option and support for simple chat bot functionality

Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with Bold360
Multiple departments at our company that speak directly with customers use Bold360 to handle our live chats. In my department (marketing), we use it to manage our automated chat robot. The chat bot helps us save the sales team time addressing commonly asked questions that can easily be addressed automatically. It also helps our users to find the appropriate place on our website for their needs. It has reduced our average speed to answer chats, the number of chats handled by our Agents, and our number of unanswered chats significantly.
Pros
- Dedicated Customer Success Rep
- Easy to Manage New Chat Bot Articles
- Quick Responses from Support Team
- Integration with GeoFluent for Translating Chats
Cons
- Chat bot's understanding of inappropriate answers to questions relies too much on user feedback
- Chat bot has no recognition of prior messages in conversation outside of pre-set conditional logic
- Chat bot reduced unanswered chats by live agents
- Chat bot improved average speed to answer chats by live agents
When comparing against other chat bot providers, we found the Bold360 user interface to be more user friendly on both the setup and customer facing sides.
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
Comments
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