LogMeIn Helps Transform Agents into Experts with Enhanced Bold360 Workspace
March 04 2020 - 9:00AM
LogMeIn (Nasdaq: LOGM) is making it easier for customer
support teams to meet evolving customer expectations and solve
issues faster with better access to information. By providing
improved real-time guidance and knowledge management tools to
agents, LogMeIn continues to enhance its award-winning Bold360
AI-powered customer engagement suite that delivers both better
agent and customer experiences.
In this digital age, customers have access to more information
than ever before, so they also expect agents to be informed of
their specific needs and equipped to provide immediate answers.
Yet, a recent survey found that a majority of agents (85%) express
a very high degree of frustration because they can’t meet customer
expectations. Disparate tools, new engagement channels, and rising
customer expectations make it hard for agents to deliver a positive
customer experience across various touchpoints.
To bridge this customer service divide, LogMeIn is arming agents
with new features in Bold360 designed to up-level their ability to
expertly resolve customer issues. “Agents know what makes customers
happy, but they need better tools to deliver that experience and
data to show them how to improve,” said Ryan Lester, Senior
Director of Customer Engagement Technologies at LogMeIn. “With
these Bold360 updates we’re able to empower agents with data: both
the data they need to better serve customers and the data they need
step up their own performance. The end result is greater
productivity and, therefore, greater happiness among customers and
agents.”
Bold360’s new features aggregate information from disparate
systems to deliver actionable insights which help eliminate
friction in the customer experience, improve agent performance, and
increase operational efficiency.
- Dynamic Customer Info – With Bold360’s new
Dynamic Customer Information Card, agents now see more real-time
customer activity (such as adding items to a shopping cart) so they
are better informed of customer needs and can proactively provide
solutions before the customer even has to explain the problem.
- Agent Statistics – By providing visibility
into key metrics – such as number of chats answered, and customer
satisfaction (CSAT) with the level of service the agent provided –
directly in the agent workspace, Bold360 shows how they are
performing relative to their colleagues. This drives internal
motivation to improve performance and leads to better employee and
customer experiences.
- Visitor Blocking – Bold360’s Visitor Blocking
means agents can stop communication with customers that conduct
themselves improperly, removing distractions that take away from a
support team’s ability to resolve reasonable customer needs.
“In today’s fast-paced world, what makes your company stand
apart in the market is how you provide customers an enhanced
experience. We wanted to equip our agents with a suite of
productivity tools that empowers them to be efficient, resolving
issues quickly while optimizing customer service,” said Brandon
Davis, customer service manager, Liberty Safe. “With Bold360, our
agents have a unified view of all customer interactions, giving
them the transparency into previous discussions to streamline the
conversation and get to a resolution faster.”
Additional Resources:
- Blog:
https://blog.bold360.com/live-chat-tips/5-tools-that-make-agent-life-easier/
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 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 ContactMartha De
LabbeyPress@logmein.com 617-279-2443
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