LogMeIn Brings Integrated AI Chatbot and Human Customer Engagement to the World’s Most Popular Messaging Apps
December 11 2019 - 9:00AM
LogMeIn (Nasdaq: LOGM) today announced it is making it easier than
ever for customers to engage with businesses on the messaging
applications they prefer to use. Bold360’s latest release helps
businesses transform contact centers by offering always-on,
scalable, and best-in-class customer engagement on the most popular
global messaging channels including WhatsApp, WeChat, Facebook
Messenger, and SMS Text.
Messaging apps have become a preferred platform for personal
engagement, with over 41 million messages sent per minute. In
response, businesses are aligning their customer engagement
strategies to meet customers where they already are. With Bold360’s
robust messaging capabilities, customers have more choice in how
they communicate with businesses.
“Gone are the days of waiting on hold or missing a business’s
open hours for customer service. Customers should not be limited to
live support over antiquated channels,” said Yaniv Reznik, Vice
President of Customer Engagement Products at LogMeIn. “With the
latest enhancements to Bold360, we’re making it possible for
businesses to achieve messaging success at scale – and these new
messaging channels are just the beginning. We are working to add
more channels including Apple Business Chat and Google Business
Messaging, as well as creating new efficiencies for agents and
supervisors who manage these channels behind the scenes.”
The speed and ease-of-use with messaging apps lowers the barrier
to engagement, making it easier for customers to reach out to
customer support on their own schedule. Yet, without the right
tools to handle these additional engagements support teams could
become overwhelmed. With Bold360, customers are met with fully
integrated chatbot and live agent support no matter which app they
choose to use.
“What precipitated our move to Bold360 was a new service we
launched called ‘Ask Whistler’ that is geared to visitors that are
in-resort. Through Bold360, we are elevating our in-resort
experience by offering our visitors the ability to interact with a
live, local agent via Facebook, WhatsApp and SMS to get quick
answers from where to go for dinner to how to find their way around
the Village,” said Tim Bonnell, Senior Manager, Web and IT at
Tourism Whistler in British Columbia. “What’s great about Bold360
is that it allows us to offer this unique, personalized, live
customer service option visitors can access from their mobile
devices. Additionally, as our agents have an omnichannel view
across all customer interactions, we can streamline the
experience, and the Geofluent integration with
translation options has been particularly helpful for those
visiting from outside of the country.”
The full power of Bold360’s customer engagement solution is on
display with messaging. AI-powered chatbots handle routine queries
over all messaging channels freeing human agents to spend more time
on complex and higher-value inquiries. Not only are agents’
workloads reduced by customer-facing bots who handle repeated
questions over messaging channels, but agents are further supported
by bots after escalation. Bots look through connected systems and
deliver relevant information to the agent’s fingertips. And agents
manage these new channels in a unified, robust workspace with
routing capabilities tailored to handle both asynchronous and live
conversations, ensuring optimal efficiency as a business expands
the engagement channels it offers customers.
“Creating great experiences for our customers is really
important to us and our business, so we’re always looking for
better ways to engage. Our goal is to have customers be able to use
their preferred channel – whether chat, phone, email or WhatsApp –
to complete a booking or seek additional information. Bold360 is
helping us meet this through addressing customer queries quickly
and smoothly across all digital channels,” said Neil Stotesbury,
Customer Service Manager, Netflights. “Additionally, having full
visibility into the entire customer conversation regardless of the
channel is ideal. It’s been great to see how we can scale our
digital support without compromising the quality of our
interactions with customers.”
Further, Bold360’s Voices Dashboard clusters customer intents
from messaging channels with queries from other channels, so
businesses get a complete picture of what their customers’ needs
are across all touchpoints.
Additional Resources:
- Blog: 50 Billion Reasons to Add Messaging
to Your CX Strategy
- Webinar: The Rise of Messaging Channels & Their Effect on
Your Customer Engagement Strategy (Dec. 18th, 1:00p.m. ET)
- Datasheet: Asynchronous Messaging - Bring Business
Engagement to Your Customers' Favorite Apps
- Video: Messaging with Bold360
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 unified communication & 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 Labbey
press@logmein.com(617) 279-2443
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