Bloomfire Inc

Bloomfire Customer Support

Composite Score

8.1 /10

CX Score

8.3 /10

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What is Bloomfire Customer Support?

Bloomfire gives customer service reps, clients, and partners immediate access to the documentation & answers they need to be successful. With Bloomfire, you can reduce time to resolution, increase customer satisfaction, and make your employees more efficient.

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Bloomfire Customer Support Ratings

Real user data aggregated to summarize the product performance and customer experience.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

99 Likeliness to Recommend

100 Plan to Renew

97 Satisfaction of Cost Relative to Value

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+96 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love Bloomfire Customer Support?

55% Negative

0% Neutral

45% Positive

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Feature Ratings

Average 90

Mobile Customer Care

100

Agent Collaboration

100

Intelligent Search

100

Customer Service Workflow Management

100

Customer Self Service Capabilities

100

Analytics and Reporting

Customer Community Management

Contact Center Integration

Customer Service Knowledge Management

Agent Scripting

Multi Channel Support

Vendor Capability Ratings

Average 95

Business Value Created

100

Ease of Data Integration

100

Quality of Features

100

Bloomfire Customer Support

What is Bloomfire Customer Support?

Company Details

Book a Free Demo Today!

Bloomfire Customer Support Ratings

99 Likeliness to Recommend

100 Plan to Renew

97 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Bloomfire Customer Support?

Pros

Negative

Neutral

Positive

Feature Ratings

Mobile Customer Care

Agent Collaboration

Intelligent Search

Customer Service Workflow Management

Customer Self Service Capabilities

Analytics and Reporting

Customer Community Management

Contact Center Integration

Customer Service Knowledge Management

Agent Scripting

Multi Channel Support

Vendor Capability Ratings

Business Value Created

Ease of Data Integration

Quality of Features

Ease of Customization

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support

Bloomfire Customer Support

What is Bloomfire Customer Support?

Company Details

Book a Free Demo Today!

Bloomfire Customer Support Ratings

99 Likeliness to Recommend

100 Plan to Renew

97 Satisfaction of Cost Relative to Value

Emotional Footprint Overview

+96 Net Emotional Footprint

How much do users love Bloomfire Customer Support?

Pros

Feature Ratings Average rating of all product features, some of which may not be shown below

Mobile Customer Care Can create custom-branded service applications for customers on a mobile device (preferably native application rather than a responsive design site).

Agent Collaboration Supports live collaboration between agent and customers, among customers (e.g. forums), and among service professionals (e.g. team-based customer service).

Intelligent Search Knowledgebase search with content indexing, and search of external content repositories. Proactive search and auto-suggestions. Natural language processing.

Customer Service Workflow Management Ticketing and case management capabilities. Automated assignment and escalation, decision trees, guided resolution wizards (ideally GUI drag-and-drop).

Customer Self Service Capabilities Customer-facing resolution wizards and guidance, community forums or integrations through 3rd part integrations.

Analytics and Reporting Includes historical & real-time dashboard visualizations, detailed & summary reporting and easy data extraction for data analysis.

Customer Community Management Creation and management of branded and focussed user communities.

Contact Center Integration Agent desktop, CTI integration. Call scripting, call queuing, prioritization by different support channels.

Customer Service Knowledge Management Customer and/or agent-facing knowledgebase and search capabilities offered or through 3rd party integrations.

Agent Scripting Recommend resolution steps to agents based on machine learning or AI.

Multi Channel Support Integration with email, telephone, and live chat, and with self-service and social media.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Feature Ratings

Mobile Customer Care

Agent Collaboration

Intelligent Search

Customer Service Workflow Management

Customer Self Service Capabilities

Analytics and Reporting

Customer Community Management

Contact Center Integration

Customer Service Knowledge Management

Agent Scripting

Multi Channel Support

Vendor Capability Ratings

Business Value Created

Ease of Data Integration

Quality of Features

Ease of Customization

Ease of Implementation

Usability and Intuitiveness

Breadth of Features

Ease of IT Administration

Product Strategy and Rate of Improvement

Availability and Quality of Training

Vendor Support