Item: Genesys DX (discontinued)
Rating: 8
Author: Verified User

Use Cases and Deployment Scope

BoldChat is one of the best feature rich live chat software that I have found. We are using it in some of our processes that support multiple businesses.

It was serving very well - we use it for mainly customer service requirements. It'sItssatile features are very much helpful for our agents in addressing customer issues quickly.

Pros and Cons

Proactive Live Chat: BoldChat provides a proactive live chat feature that can increase user experience. Businesses that go online often expect that customers would just flock to them with their queries. We want to give a more engaging experience to users as they navigate our websites, assisting them in any way and every way possible. That is why you should not just wait for visitors to open up a chat session with you but rather proactively approach visitors and chat with them.
Customization: The level of customization provided within the box was very helpful not only limited but in organizing various customer types and departments very well. Chat transfer helps in effective customer handling based on their problem category.
Integration: Boldchat can be integrated with third-party services that can collect required info regarding our website and customers. It can helpcustomer base and developing new marketing campaigns.

Reporting: When it comes to the reporting part, it can really improve a lot as the default reports provided were giving only high-level info that is required for our process. If it can provide drilled down reports with various custom options to pinpoint a particular chat or a more verbose report of a particular agent's activity, it'll be much better in tracking.

Return on Investment

Post BoldChat implementation, able to handle multiple customers with a 30% reduced lean staffing

Likelihood to Recommend

Features provided for agents are very easy to use but handling multiple customers at a time may face challenges in navigating. Agents can engage in multiple chats at same time and the navigating features they need to serve our customers take time to use – making multitasking workable, but challenging. It would be better if some improvements were made in this context.

Support Rating

BoldChat support was blazing fast and wonderful. They helped in resolving some of our nightmares during odd hours. It is one of the best support services we encountered. Support personnel were very knowledgeable and very supportive in understanding and helping to resolve our problems. It was really a very good approach BoldChat support has to its customers.

Genesys DX (discontinued) Customer Support Pros and Cons

Pros	Cons
Quick Resolution Knowledgeable team Kept well informed No escalation required Immediate help available Support cares about my success Quick Initial Response	None

BoldChat - Experience the power of harnessing live chat feature

Overall Satisfaction with BoldChat