Thursday, 26 May 2016 15:19

LogMeIn expands omnichannel customer engagement tools

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Omni-Channel is all about great customer experience, but support teams are being asked to engage with their customers via Twitter, email, live chat and more.

LogMeIn, a leader in remote access computing, live chat and support, has released a fully redesigned BoldChat 10.0 that helps customer support agents engage with customers across multiple platforms and new channels including video chat for high touch matters and intelligent auto answers for routine queries.

BoldChat 10.0 offers organisations the flexibility and control to expand their omnichannel engagement strategy and deliver exceptional customer experiences. The release includes a fully redesigned web-based agent interface to increase agent efficiency and offers a full spectrum of engagement options that businesses need to provide a consistent and personalised experience that meets the rising expectations of today’s connected customer.

According to a recent report by Forrester Research, more than half of US online adults will abandon their online purchase if they cannot find a quick answer to their questions, and 73% say that valuing their time is the most important thing a company can do to provide them with good service. The report notes that organisations can gain a competitive advantage by delivering a differentiated contact centre experience. 

With this latest release, BoldChat adds:

  • More engagement channels:  In addition to live chat, email, SMS and social management, BoldChat now offers video chat for white-glove service, personal consultations, 1:1 product demonstrations and high-end purchases, and intelligent auto-answer functionality to empower customers to quickly self-service for routine sales and support issues. Customers also have the ability to switch between those channels without losing the context of the conversation – making escalation from auto-answer to live chat or live chat to video chat effortless. 
  • New agent interface: BoldChat’s intuitive, modern UI gives agents a unified view of the customer experience to make them more efficient and effective.  The web-based interface includes shortcuts and pre-built commands to keep the agent’s hands on the keyboard so that they can work faster.  It is architected for omnichannel engagement to streamline incoming communications in one interface.
  • Greater control and flexibility: Robust routing capabilities go beyond traditional routing and workload distribution to understand the context of certain customer engagements, weigh them appropriately and route them based on available capacity. This allows companies to set an agent’s work capacity and then assign incoming interactions based on agent capacity and the complexity of the interaction. 

Dave Campbell, LogMeIn’s vice-president of marketing, customer engagement and support products, said, “Companies today have very little room for error when it comes to delivering exceptional customer experience. They want their problems solved quickly and easily regardless of what channel they are communicating on. By adding new engagement channels and a more efficient and effective agent interface, the latest version of BoldChat helps expand our ability to provide true omnichannel engagement and arms agents with the tools and information they need to engage with their customers in the right way for the right situation – increasing both agent productivity and customer satisfaction.” 

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Ray Shaw

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Ray Shaw [email protected]  has a passion for IT ever since building his first computer in 1980. He is a qualified journalist, hosted a consumer IT based radio program on ABC radio for 10 years, has developed world leading software for the events industry and is smart enough to no longer own a retail computer store!

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