See why Bold360 is the smart choice for delivering differentiated customer experiences

3 Ways Bold360 Is Different

What Makes Bold360 Different from Other Customer Engagement Solutions?Thanks to mobile technology, today’s digital consumers are more empowered than ever. And their service expectations have been shaped by the one-click experiences of digital brands like Uber and Amazon. But many companies don’t feel equipped to provide a level of service that will create true competitive differentiation.

We believe that an exceptional customer experience not only differentiates—it’s what drives repeat purchases and revenue growth. Customers support brands that offer great experiences, and they are willing to pay more for those types of experiences. What’s more, they stop doing business with those who don’t measure up.

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Most businesses are not able to deliver these experiences due to several factors:

• Legacy customer service and CRM systems house only a small portion of customer data across various disparate systems, making it hard for companies to get a full picture of their customer. Agents spend valuable time toggling between multiple systems to access information in real-time, resulting in agent inefficiency, multiple transfers, and frustrated customers.

• As digital channels increase, consumers expect to engage with brands through a variety of channels. But businesses can’t seamlessly transition across channels; therefore, the context of a conversation in one channel is not carried onto the next, and agents don’t have complete visibility into the context of the customer issue.

• There is increasing pressure on businesses to maintain operating costs and margin to drive more efficiencies. This becomes challenging when presented with multiple channels of engagement and varying levels of agent skill sets.

Bold360 can help. Bold360 is a modern, flexible way for companies to interact with consumers and get a real-time, 360-degree view of customer touchpoints and contextual data—all in one place. It’s a more intelligent kind of engagement—one that delivers the personal experience today’s consumers expect.

This eBook outlines three reasons why Bold360 is the smart choice for delivering customer experiences that give brands an edge over the competition.

faster than CX laggards1

CX leaders grow revenue

of consumers say valuing their time is the most important way to provide good service2

4.6x

73%

of customers have stopped doing business with a company following a bad experience3

82%

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With Bold360, businesses can seamlessly engage with consumers across multiple channels, including self-service, live chat, Facebook Messenger, text messaging, and email. What’s more, Bold360 uses customer profile information to automate routine interactions without sacrificing quality, so agents can focus on high value customers and more complex interactions. Bold360 also offers a robust set of lightweight remote support tools, including co-browse and remote control – native to the platform – so agents have the right tools at their fingertips to resolve customer issues quickly.

By consolidating the management of all these interactions in one place, Bold360 empowers brands to deliver the right engagement for the level of support needed, without clunky handoffs. It also preserves the context of those conversations across channels, so agents can address issues quickly, retain their most valued customers, improve conversion rates, and increase brand advocacy.

01 Flawless Omni-Channel Engagement

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When agents are interacting with customers, they need the right data right at their fingertips, simply and concisely. Bold360 is a true intelligent system of engagement built with the end-customer in mind, providing the most popular engagement channels that work seamlessly together and easily integrates with external systems to provide agents with a 360-degree view of each customer at the point of engagement. Using the intelligence gained from previous interactions and data from disparate systems, Bold360 makes CRM systems more intelligent and presents a rich customer profile in a simple, intuitive interface, so agents can quickly access the information they need to provide efficient, effective service.

02360-Degree View of Customer Data

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One of the most significant differences between Bold360 and the other market leaders—and one that our customers love—is the control we give users to tailor their implementation.

The tools you need to create new proactive rules, customize your implementation, conduct multivariate tests, and more are built right in, so you can quickly make the changes yourself. Other engagement providers are more likely to require a paid services agreement for this kind of customization. So if you want to “own” your implementation, build competitive advantage around its optimization, and drive your business forward, choose Bold360.

03Control & Flexibility

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Bold360 is the Smart ChoiceBold360 is an intelligent customer engagement solution that provides businesses with actionable customer insights to efficiently deliver richer and more personalized experiences in real time. Bold360 provides the digital channels and tools needed to engage and support consumers as they seamlessly move across self-service and agent-assisted channels like chat, email, messaging and social, while presenting agents with the full context of those interactions through a single pane of glass. Bold360 improves contact center efficiencies and delivers better customer experiences that build loyalty, advocacy and grow share of wallet.

Visit www.bold360.com to learn more.

Contact Us:866.753.9933info@bold360.com

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1 The CX Transformation Imperative, Forrester, 2016

2 Forrester Technographics® North American Retail and Consumer Life Cycle Survey, Forrester, Q1 2017

3 Get It Right: Deliver the Omni-Channel Support Customers Want, Ovum/Bold360, 2016

Sources

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