AI-powered customer engagement platform
4/5 (14 reviews)Bold360 is an intelligent customer engagement solution that provides SMBs and large enterprises with actionable customer insights to deliver richer and more personalized experiences in real time. The platform provides live chat, email, messaging and social channels needed to engage and support consumers across self-service and agent assisted interactions.
It presents agents with the full context of those interactions and quick access to support tools like remote access, file transfer and co-browse all through a single pane of glass. This unified experience simplifies the agent workflow and provides them with a complete view of each customer – improving contact center efficiencies and delivering better customer experiences that build loyalty and advocacy.
Pros
Bold360 is a decent solution to multi-channel engagement for businesses who want to do chat, text, video, twitter, and facebook messenger. There are other solutions out there that have been around longer, have a more put-together product that is easier to use, that are less expensive, but Bold360 gets the job done. The multi-channel ability was the biggest feature for me that made us choose them over one of the others in this arena.
Cons
Bold360 is a recent upgrade from Boldchat which cost users a large amount of money to upgrade to, when all it really added was the ability to have chats through a web browser, and for them to be able to pitch you their new AI solution which will run an average to start and only goes up from there. Customer service is mostly overseas through chat and is difficult to reach lately even though they are a chat company. Pricing leaves a lot to be desired and be aware that the prices will continue to go up with each iteration of their software they introduce with new "features" as the slowly take away some of the most important ones without a word to customers.
Helped our company get Live Chat organized properly on our e-commerce site.
Pros
How versatile and customizable Bold Chat is for an online company that wants to properly brand and differentiate themselves. The customization is both on front end for customers to see such as the look and feel of your Chat popups and chat windows, logos, cretives and the call to action but also on the chat answering side. The back end where a user of the Bold Software can manipulate and strategically craft a Live Chat system that will engage the site visitor in the places and moment and times most opprotune for your business to convert them to a customer, offer support or a special offer. In fact Bold Chat is a premier chat software at a very competitive price. While other companies offer you static system, Bold Chat offers something that goes above and beyond.
Cons
Bold Chat takes a little bit of time to setup but live support is always available 24/7. Being a hosted solution means that you have to rely on their servers which are fairly good. Not many cons here.
We use Bold360 for Chat and Email and have been for some time. It was a nice upgrade over our last system. a least from a Quality Assurance Reviewers standpoint. Much more user friendly.
Pros
As a Quality Assurance team, Bold 360 makes it easy to quickly locate emails and chats for evaluation purposes. It gives us quick access to everything including the customer inquiry, any responses and all the details we need to properly execute our reviews.
Cons
Searching for chats can take some time, but that could be our bandwidth, or the volume of agents and chats within the system.
Pros
Easy to use chat software that is user friendly when it comes to building code, implementing visitor monitoring, and everyday use for agents.
Reporting that helps my team track our performance and where we can use improvement.
The ability to use multiple platforms for support options like Twitter, Email, Live Chat, Video Chat, and Support Tickets in one easy to use platform.
Cons
Features keep getting taken out of the software that we use on a daily basis. These features were then introduced in a new upgrade which of course costs more money.
If you want to be able to use all of the features you need to pay for the highest package they have available and if you want to use other features you have to pay for those through other vendors like language translation services.
The first line of customer support is in the Philippines where English is not the first language and they are not able to assist with technical questions. Every time I have a real issue that needs to be handled immediately it always has to be escalated to tech support and getting a return email or phone call can take 24-48 hours which I don't have.
Salespeople who pressure you into buying upgrades whether you need them or not and within a certain time frame so they are able to make a monthly quota. Also, salespeople who are inattentive and send out mass emails instead of emailing clients personally.
Overall Bold360 is does what it advertises, allows that connection with customers at reasonable price and with minimal overhead or hassle.
Pros
Our customer service people like it, and from the admin position it's extremely easy to deploy to users.
Cons
There really are no serious cons, if it was self updating that would be plus but it's far from a deal breaker.
Starter, Plus and A.I. plans available.
Please contact Bold360 for pricing details.
Below are some frequently asked questions for Bold360.
Bold360 offers the following pricing plans:
Pricing model: Subscription
Free Trial: Available
Starter, Plus and A.I. plans available.
Please contact Bold360 for pricing details.
Bold360 offers the following features:
Bold360 has the following typical customers:
Large Enterprises, Mid Size Business, Small Business
Bold360 supports the following languages:
Dutch, English, French, Italian, Japanese, Korean, Portuguese, Spanish
Bold360 has the following pricing plans:
Subscription
Bold360 supports the following devices:
iPhone, iPad
Bold360 integrates with the following applications:
AmeriCommerce, Google Analytics, JIRA Software, LogMeIn Rescue, Magento, Salesforce Sales Cloud, Zendesk
Bold360 offers the following support options:
Knowledge Base, Online Support, Phone Support
It works, that is what it comes down to. There are some pros and there are some cons but if you're wanting to chat with people on multiple channels then this product will do that. They have a lot that could be improved upon and their developers in India and the Philipines are trying but aren't there yet.