Bold360 Optimizes Workflows for Behind-the-Scenes Customer Support Teams
September 10 2019 - 9:00AM
Today, LogMeIn (Nasdaq: LOGM) announced enhancements to its
AI-powered Bold360 suite that make it easier for supervisors,
content managers, and other critical behind-the-scenes customer
service teams to work smarter, faster, and improve overall
performance. From aggregating valuable information to more advanced
agent monitoring, these latest features drive operational
efficiencies and empower support teams to deliver a better customer
experience.
“Changing customer expectations are shifting the
dynamic of customer service teams across the board. In particular,
a supervisor’s role is evolving from task master and policy
enforcer to coach and strategic decision-maker,” said Ryan Lester,
Senior Director of Customer Engagement Technologies at LogMeIn.
“With these latest updates, Bold360 supports the demands of their
evolving roles and ensures they spend less time navigating systems
and more time guiding their agents to better serve customers.”
Building upon the momentum of previous Bold360
releases, these latest improvements offer:
Best-in-Class
Knowledge Management Tools: This iteration of the
Bold360’s Search Optimizer makes it easier than ever for knowledge
and content managers to identify gaps and quickly address them, all
within a single interface. New functionality includes:
- Robust search and filter on customer intents, building on
Bold360’s industry-leading Voices Dashboard
- Task-driven interface to manage unanswered, answered,
channeled, and muted intents
- Ability to create articles for unresolved intents directly in
the Search Optimizer
- Add additional phrasings to an article directly from an
unresolved intent
Robust Engagement
Monitoring: The updated Monitor View arms supervisors with
faster access to information they need to act on. With one click,
supervisors can see the full content of live chats, chatbot
engagements, emails, SMS texts, and messaging channels like
Facebook Messenger, allowing them to keep a more detailed watch on
engagements and quickly address issues as they arise.
Better Workload
Organization: A new chat flagging feature makes it easier
for agents to mark an engagement and come back to it later if they
need to follow up with a customer or request supervisor review.
Additionally, the Monitor View for supervisors can be filtered by
agent flags so that supervisors can easily keep tabs on open
engagements.
ISO 27001
Certification and New Security Controls: Bold360 has met
the ISO 27001 Certification requirements for managing sensitive
company information so that it remains secure. Additionally,
Bold360 now offers IP Whitelisting for Agent Logins, which gives
administrators the ability to restrict which networks agents can
log into from the Bold360 Web Workspace. Whitelisting gives
administrators peace of mind that their support environment is
secure without the burden of manually monitoring logins.
For more information visit:
https://www.bold360.com/features/whats-new-september-2019
About LogMeIn’s Customer Engagement &
Support PortfolioLogMeIn delivers industry leading
solutions designed to empower companies to deliver smarter, more
personalized customer engagement and support. Supporting over 1
billion 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: Martha De
Labbeypress@logmein.com617-279-2443
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