LogMeIn Makes Digital Customer Service Smarter; Takes Aim at CRM Market with Introduction of Bold360
June 08 2017 - 9:00AM
LogMeIn, Inc. (NASDAQ:LOGM) today introduced Bold360, an
intelligent customer engagement platform that provides a modern,
flexible way for companies to interact with customers and get a
real-time 360-degree view of all touchpoints and contextual data in
a single solution. Through a powerful combination of popular
digital engagement channels, support tools, and a unified
interface, Bold360 is taking on the traditional customer service
market by bridging the gap between the customer and vital business
information; helping companies deliver the immediate and
personalized experience today’s consumers expect.
“The rise of digital, artificial intelligence and
mobile-first lifestyles has changed how customers want to interact
with their favorite brands,” said Mary Wardley, Program Vice
President, Loyalty and Customer Care, IDC. “As a result,
companies need to rethink how they approach customer service to
stay competitive. Offering a variety of engagement channels
is just the beginning. The experience – whether automated or
agent-assisted – needs to be seamless and the information
contextual, to deliver the type of experience that will create
long-term brand loyalty.”
According to a recent report from Gartner entitled The Eight
Building Blocks of CRM: Data and Information (July 2016), there are
a handful of key challenges when it comes to an organization’s CRM
strategy. Specifically, they cite that “creating, maintaining
and leveraging a single view of the customer is hard to achieve
internally and the required capabilities are not provided by many
CRM vendors. Many solutions fail to consider the myriad of channels
used by customers to interact with organizations.”
Legacy customer service and CRM systems house only a small
portion of customer data across various disparate systems, making
it hard for companies to ever get a full picture of their
customers. Bold360 is addressing this challenge by combining
the rich customer profiles and actionable data agents need with the
fast, frictionless service customers have come to expect.
Intelligent automation also empowers customers with self-service
tools, thereby eliminating routine tasks from the agent workflow to
improve contact center efficiencies and deliver the type of
customer experiences that build loyalty.
“The future of customer service lies in being able to
create a truly exceptional and meaningful experience for
customers,” said Michael Blaine, Senior Director, Customer Service
at VF Corporation. “Utilizing technology to understand your
customers while providing easily accessible and real-time
information to your agents can help deliver a truly unique and
personalized experience. Bold360 is an exciting first step
toward this vision and we are excited to see where LogMeIn takes it
in the future.”
With today’s release Bold360 includes:
- An Intuitive Interface – Empowers agents
with the information needed to resolve issues quickly by
consolidating data from different systems and presenting a unified
view of all customer interactions. Agents can work across different
channels while seeing a complete history of all interactions for
the customer they are assisting.
- No Code Integrations – Easily integrate
popular business systems, including Salesforce and Zendesk, to
provide that information directly into the Bold360 agent interface,
without needing to toggle between applications.
- World-Class Omni-Channel Engagement –
Seamlessly engage with customers across a variety of channels
including live chat, Facebook Messenger, email and more.
Bold360 offers the right engagement for the level of support
needed without clunky handoffs and preserves the context of
conversations across channels to help agents address issues
quickly.
- Intelligent Automation – Helps agents
respond to commonly asked questions with the ability to create,
curate and manage answers. The system gets smarter over time
and can be applied to self-service interactions or to inform agents
in an assisted interaction.
- Remote Support – With features including
remote control, file transfer and co-browsing, agents can
seamlessly escalate visitors to remote support all in one interface
to drive efficiency and quickly resolve customer
issues.
“There is a significant white space when it comes to engagement
capabilities of traditional CRM tools,” said Paddy Srinivasan,
General Manager, Customer Engagement and Support Solutions.
“As customer expectations change, the old way of managing customer
interactions will no longer suffice. Bold360 not only helps
businesses interact with their customers, but also builds
intelligent & actionable profiles that help brands offer the
right recommendation at the right time based on all the information
about that customer – not just a small subset based on past
interactions. As Bold360 continues to evolve and capabilities
expand, those customer profiles will continue to get richer and
will serve as an essential tool for customer service organizations
everywhere.”
Pricing and Availability
Bold360 is available today. Pricing depends on deployment
size and use case.
Additional Resources:
- Website
- Blog: Introducing Bold360: Making Digital Customer Service
Smarter
- Demo Video
LogMeIn’s Customer Engagement &
Support Portfolio
LogMeIn delivers industry leading solutions
designed to empower knowledge workers to deliver more human,
personalized and intelligent customer engagement and support across
all digital channels and devices that drives increased
satisfaction, engagement and productivity. More than 50,000
companies rely on LogMeIn’s customer engagement portfolio to
support 200 million customer interactions every year.
About LogMeIn, Inc.
LogMeIn, Inc. (NASDAQ:LOGM) simplifies how
people connect with each other and the world around them to drive
meaningful interactions, deepen relationships, and create better
outcomes for individuals and businesses. One of the world’s top 10
public SaaS companies, and a market leader in communication &
conferencing, identity & access, and customer engagement &
support solutions, LogMeIn has millions of customers
spanning virtually every country across the
globe. LogMeIn is headquartered in Boston with
additional locations in North
America, Europe, Asia and Australia.
Media Contact:
Alison Parker
Alison.parker@logmein.com
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