What do you like best?
This software facilitates the operation of chatbot within your web applications. Group creation is a perfect feature to have, let's you want to have together certain customers belonging to a certain sector, or customers who might be of high priority for our company, making us able to better monitor the events that happen within these groups and be able to respond as soon as possible. Multiple communication channels that allow customers to be received from different sources such as social media sites. The graphical interface is very intuitive and straight forward thus facilitating the handling of the application to a large extent.
What do you dislike?
There isn't a section where it keeps a transaction record with its particular timestamp which is really necessary in a application like this. Also the initial configuration of Bold360 takes a considerable amount of time so it is necessary to take your time to make all the necessary configurations as it is not a tool to be used effectively out of the box. Customer service is not one of the most responsive or efficient I expected, they have many things to improve.
Recommendations to others considering the product:
There are tons of applications similar to Bold360 with different plans, features, one of them is Intercom. The two have advantages and disadvantages with each other, Bold360 has the ability to organize the chats by assigning multiple groups according to a certain characteristic, Intercom has a very good documentation which is of great help since it is easy to digest, however this software has its weak spots like issues sending automatic messages to certain customers, this causes messages to be sent to incorrect users.
What problems are you solving with the product? What benefits have you realized?
Handling customer chat requests is the main benefit that this tool has given us, has made us improve our organization, problem solving processes and questions, has improved our response times, also our relationship with our customers so they have gradually relied on our ability to help them no matter how complex the problem may be that. Continuous updates have improved the stability of old features and introduced pretty useful new features as well.
