Genesys DX (discontinued) vs. Help.com

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

Help.com is well suited for companies with sales and support departments who have the employee size to manage and respond to visitors chatting. I think a less appropriate scenario would be a company that does not have the employee size to manage the inbound chats as it makes it less valuable if you cannot interact quickly.

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.

• User interface is clean and easy to navigate
• Helpful support
• Accurately captures information from the person you are chatting with

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

• Download chat transcripts easier
• More pre-set responses
• Canned responses

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

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

Help.com is easy to use, easy to train new employees to use, very helpful to clients and prospects, helps us generate revenue, resolve customer issues, and maintain a happy customer base. Being available at the convenience of your clients and prospects is necessary and Help.com helps make this possible without a struggle.

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.

Help.com stacks up against competitors with their pricing, interface, features and support. I have used similar products in the past but Help.com is by far the best solution. I highly encourage you to use Help.com for your business and see for yourself why they are the best option for you.

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

• Positive with inbound sales prospects
• Positive with current client sales
• Positive with customer support SLA

Incentivized