Agent
Omni-Channel Engagement
Live chat
Go where the action is.
At the heart of Bold360 is a world-class live chat solution. Built with robust and powerful technology, our live chat empowers you to engage and convert more visitors, while boosting agent efficiency and effectiveness. And it comes packed with features that allow you to customize it like crazy, tailor the experience for mobile visitors, and more.
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Take control of your inbox.
In our annual survey, 65% of consumers said email is their preferred way to communicate. Bold360 lets you respond to and resolve issues sent by email quickly. It organizes and assigns, provides auto responses, offers prepared messages, and puts the context from all channels at your fingertips – all to make life easier for everyone.
Learn more about Customer Service Email
Self-service
Cater to problem solvers.
Allow customers to quickly self-service routine support and sales issues with our Auto Answers capability. Create and serve up prepared responses to commonly asked questions before escalating to a chat session for more advanced support. Our Adaptive Messaging™ algorithm automatically searches the repository based on real-time conversations.
View Auto Answers Datasheet
Facebook Messenger
Turn consumers into followers.
Businesses are directly engaging with some of their most loyal customers through Facebook Messenger. But in many cases, it forces them to use another solution to manage those conversations – creating inefficiencies and reporting challenges. Bold360 consolidates all customer interactions – including Facebook Messenger – into a single view, so agents can understand the full context of every conversation and deliver more personalized, efficient service.
Learn more about Social Media Customer Service
Messaging
Manage inbound texts just like an email or chat.
Fast and inexpensive, text is quickly becoming a preferred communication method. Bold360 provides you with one or more texting phone numbers, so you can keep things like coupon codes and order tracking separate. Intelligent routing, auto responses and more help you respond to your mobile customers quickly and stay in control.
Learn more about Business Text Messaging for Customer Service
Twitter*
Zero in on important tweets.
The sheer volume of Twitter activity can be overwhelming. Bold360 lets you cut through the noise to find the work to be done, and automatically routes tweets to the proper resources for resolution. Manage multiple accounts, see conversation threads, customize canned messages, and more.
Learn more about Social Media Customer Service
Video chat*
Talk face-to-face.
Turn any live chat into a video session for visual demonstrations or consultations. Configure it the way you want with proactive rules-based invitations, an adjustable video chat window, and one or two-way audio and video controls. Zero downloads, zero plugins, instant connectivity.
Agent Workspace
One single, supportive screen.
Bold360's modern, intuitive UI was specifically designed to make agents more efficient and effective. It's entirely web-based for ease of use and universal access, and includes helpful shortcuts to help agents work faster.
View eBook: 5 Tips for Live Agent Success
Featured Resources
Analyst Reports | Customer Service, Customer Engagement, A.I.
Forrester Report: 2018 Customer Service Trends
This report reveals the top 10 customer service trends in 2018 for application development and delivery (AD&D) pros supporting customer service.
Analyst Reports | A.I.
Aberdeen Research Report: Omni-Channel Engagement – How to Deliver Context-Driven Experiences
Best-in-Class firms are differentiating themselves by orchestrating interactions across all channels to deliver a seamless, personalized customer experience.
Whitepapers | Best Practices, Customer Engagement, Customer Service
Solving Today’s Digital Engagement Challenges with Personalized, Omni-Channel Support
Taking a strategic approach to future investments can help organizations meet their customer service objectives and deliver on customer expectations.
Analyst Reports | Customer Engagement, Customer Service
Ovum Report: Deliver the Omni-Channel Support Customers Want
This report explores consumers' growing dissatisfaction with their digital experiences and reveals contact center investments to help achieve your business goals and win the hearts and minds of today's connected customers.