LogMeIn Delivers Proactive AI & Universal Language Capabilities with New Bold360
October 31 2018 - 9:00AM
Proactive, Multi-Lingual AI Brings the
In-Person Customer Experience to the Digital World
Today, LogMeIn, Inc. (Nasdaq:LOGM) introduced the next wave of
intelligent customer engagement by adding proactive AI and language
features to the Bold360 platform. LogMeIn has taken the
world-class attributes of Bold360 and created an even more powerful
solution with expanded use cases designed to help companies build a
highly personalized and relevant customer experience across the
digital journey. Bold360 anticipates customer needs and
promotes engagements at the right time, in the right way and in the
right language. Bringing timely and relevant content
across the entire customer journey – from acquisition,
through conversion and into post-sale support – Bold360
provides companies the tools they need to create an exceptional
experience for customers around the world.“Artificial intelligence
has already shown great promise in reinventing how businesses
tackle customer service and support both in direct communications
with the customer and in supporting agents,” said Mary Wardley, VP
Customer Care and CRM, at IDC. "The next evolution is
proactive AI, where customers can get timely and relevant
information throughout their entire journey. As companies
continue to implement AI, they have a tremendous opportunity to use
the technology – not just for call deflection – but instead to
offer the type of concierge-level service that breeds long-term
brand loyalty.”
Building on the launch of Bold360 ai earlier this year, today’s
announcement reinforces LogMeIn’s commitment to helping companies
reimagine how they engage with their customers in a
highly-differentiated and scalable way. Proactive AI opens
the door for companies to interact with prospects and existing
customers in a much more personalized and intelligent way – similar
to an in-person experience. It is also ready around the clock
with tailored content based on customer analytics and insights so
no matter when a customer is ready to connect, so is the
business.
What’s New in Bold360
Proactive Engagement: Timely and relevant
outreach generates meaningful experiences that establish trust and
keeps customers coming back. Bold360’s Proactive AI enables
companies to be there for their customers when they need them most,
no matter the time of day or the channel of engagement.
Support for a Global Customer
Base: Customers are less likely to buy from a company
that does not support them in their native language. Bold360 offers
a growing base of languages fueled by Natural Language Processing
but also includes a native integration with GeoFluent by Lionbridge
to make customers, agents, and bots fluent in nearly every
language.
One Solution for the Entire Customer Journey:
Single-purpose chatbots force companies to invest in multiple
technologies, leading to a disjointed customer journey and a poor
experience. From marketing, to sales, to care, Bold360 provides a
single solution that delivers intelligent, proactive engagement
from the first interaction all the way through customer service and
support.
“Today we are bringing the personalization of an in-person
customer experience to the digital world,” said Paddy Srinivasan,
General Manager, Customer Engagement & Support Solutions,
LogMeIn. “By putting everything online, we’ve lost the
humanity that generally comes with a one on one engagement.
Ironically, bots are going to help us bring that back. By
adding proactive AI and language support, we are continuing our
mission to not only help companies create connections with their
customers, but do so at the right time, with the right context and
in the right way.”
Additional Resources
- Bold360 Website
- Blog: Will AI Bring the Humanity Back to Digital Business?
- Whitepaper: Engage Proactively with AI
- Video
LogMeIn’s Customer Engagement &
Support Portfolio
LogMeIn delivers industry leading solutions
designed to empower companies to deliver smarter, more personalized
customer engagement and support. Supporting over 200 million
customer interactions every year, LogMeIn is helping companies
transform how they interact with their customers in real-time,
creating experiences that drive increased satisfaction and brand
loyalty.
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, South
America, Europe, Asia and Australia.
Media contact:
Alison Parker
press@logmein.com
(617) 279-2443
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