ChatBot vs. Genesys DX (discontinued)

If you're an organisation looking to start deploying a ChatBot solution on your website, this product solves your use case. Especially, if you haven't worked with a ChatBot solution before and have little or no prior experience. Their help videos, training section will be sufficient for you to start with the basics of deploying a ChatBot on your website. Use their templates effectively too to start off with.

Incentivized

The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us

Incentivized

• Answering most of the FAQs.
• Sending users in the right direction rather then going from one support staff to other.
• Reduces unnecessary load from the the team

Incentivized

• We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.
• Email integration with Outlook has helped channel emails to agents by skill set.
• The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.
• I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.

• I think the pricing could be a little more competitive

Incentivized

• Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.
• Native mobile applications to provide added support.
• Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.

Incentivized

As long as budget is not an issue - we renewing this solution.

Incentivized

Since I deployed this solution end to end for my organisation, I would speak from my experience that since I was a newbie to this platform I took ample support from their team, their training resources. However, the product's UI/UX was simply very intuitive that it helped me to get a lot of hand-on practice on the product well. This helped me with the timely deployment of this solution.

Incentivized

Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement

Incentivized

Full end-to-end support is critical to maintain the ongoing service, robustness, training and customer service Chatbot offers.

Incentivized

The Bold360 team has been supportive throughout the process. My reason for providing the 8 rating is due to the training curriculum. I believe Bold should work closely with the client to determine what training would best support the customer's needs.

Incentivized

ChatBot is more stable and enhanced as compared to other rivals which are new in this segment and also provides a lot of details which is missing in other products like report etc. Also, chatBot is more commonly used so support wise it is also great and you can find multiple examples on the internet and from your peers as well.

Incentivized

Each is unique in [its] own way but we wanted something powerful and easy for the people performing day-to-day tasks within it. We didn't want to always have to rely on IT to not only develop but also maintain the solution and therefore adding an unnecessary dependency on the opportunity the platform can provide to its users. We also wanted a native live chat platform within it, rather [than] further customization to integrate with another solution provider.

• Good customer engagement levels (positive intent recognition).
• Positive CSAT.
• Not enough volume yet to have a cost ROI.

Incentivized

• Considerable saving on ticket deflection so return on investment
• Saved on extra support engineer recruitment through self service
• Enabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers