LogMeIn Introduces Bold360 Helpdesk to Modernize Employee Support and Reclaim Company Productivity
October 23 2019 - 9:00AM
Today, LogMeIn (Nasdaq: LOGM) announced the launch of Bold360
Helpdesk which is designed to modernize employee support for
greater efficiency and fewer roadblocks. From standard FAQs to
complex conversations and ticketing integrations, Bold360 Helpdesk
enlists AI-powered chatbots to deliver the answers employees need
so they can get back to work faster. With seamless transitions to
human support reps, employees get what they need the first time –
every time.
Searching through internal systems to find the right phone
number to call or ticket to submit consumes human talent that could
be put to better use. Meanwhile, internal IT & HR support teams
spend a considerable amount of time managing mundane tasks and
answering repetitive questions, which ties up limited resources.
Bold360 Helpdesk allows both employees and internal support teams
to reclaim productive work hours so that they can focus on more
strategic initiatives and higher-value work that help move the
business forward.
“Finding your company’s guest Wi-Fi password shouldn’t be like
finding a needle in a haystack, but the average employee spends
nearly a third of their day searching for information via
cumbersome, and often outdated, internal systems,” said Ryan
Lester, Senior Director, Customer Engagement Technologies, LogMeIn.
“Employees don’t want to work with these difficult systems that
lead to old or missing content, more frustration and waning
productivity. It can feel like a never-ending cycle; but with
Bold360 Helpdesk, we’re breaking that cycle to enable employees to
work in a way that’s convenient for them and makes it easier to
find what they need, so they can spend more time focusing on their
core work.”
“On any given day our HR department receives a high volume of
employee inquiries, and during peak times like open enrollment, the
number can skyrocket. We were in need of a solution that would
allow HR to more efficiently manage service levels without
compromising the employee experience,” said Sonya Bird, Head of HR
Operations at Mercury Systems. “We partnered with Bold360 to build
a tailored solution that would better serve our employees and
provide HR with additional support so the team could put the time
and resources to solve more complex questions and business
challenges. We’re looking forward to putting Helpdesk into action
and seeing the value that it brings to our employees and support
staff to improve how they work every day.”
With intelligent self-service capabilities, Bold360
Helpdesk gives employees immediate answers to their questions,
thereby reducing the number of routine inquiries and questions that
are diverted to IT and HR. For more complex situations, Helpdesk
seamlessly transitions to a support employee who is armed with an
AI assistant and powerful remote support tools. Additionally,
real-time analytics identify addressable knowledge and workflow
gaps to drive continuous optimization and improvements to the
employee experience.
Businesses can foster greater employee satisfaction, which
ultimately contributes to higher workplace productivity. All of
this is accomplished through the following capabilities in Bold360
Helpdesk:
- Conversational chatbots for modern, AI-powered
self-service
- Intelligent search driven by Natural Language Processing
(NLP)
- Simple deployment over multiple engagement channels such as a
web widget, Chrome browser extension, Microsoft Teams and customer
support centers
- Seamless transition to escalation channels like live chat,
email and ticketing
- IT starter kit including a focused intent library, optimized
NLP and deployment guide
Additional resources:
- Video: Bold360 Helpdesk Overview
- Blog: Bold360 Helpdesk Launch
- Infographic: 5 IT Challenges Bots Solve and The Impact on
Company Performance
- Datasheet: Employee Support
- Bold360 Podcast, Episode 10: Using New AI to Solve Old HR
Problems
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 Bold360 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
unified communications & collaboration, identity & access
management, 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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