I've seen sunshine and I've seen rain...
January 05, 2019

I've seen sunshine and I've seen rain...

John Smith | TrustRadius Reviewer
Score 7 out of 10
Vetted Review
Verified User

Overall Satisfaction with Bold360

Bold360 was used by the support department to assist visitors in obtaining the information and solutions they were looking for.

Pros

  • Auto answers was able to streamline some of our most common requests and allow us to address more advanced issues in a timely manner.
  • Custom button design was a hit when integrating it into our site.
  • Omnichannel help our team be more efficient.

Cons

  • Cost is high.
  • Everything is an add-on.
  • Anything beyond simple support comes with a high price tag.
  • We saw a 20% increase in website chats when we upgraded to Bold360.
  • Management of the auto invite timing for desktop and mobile can be confusing and conflicting.
  • The new admin dashboard seems limiting.
We've run into Apex Chat sales team on a number of occasions and they claim [it] to be far superior. We would probably switch but we prefer to manage our communications department in house.
Some of the features (auto answer and routing) can be very useful but also seem to have limited options in their rollout, forcing you to adopt a new workflow to take advantage.

Comments

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