LogMeIn Forges Path to Eliminate CX Barriers with Bold360 Real-Time Agent Collaboration

By STS News Desk On Apr 4, 2019

LogMeIn Forges Path to Eliminate CX Barriers with Bold360 Real-Time Agent Collaboration

LogMeIn furthered its vision to improve customer experience by delivering new tools that enable agents to work together to solve complex customer issues. Through enhanced agent collaboration capabilities, Bold360 removes the barriers commonly associated with poor customer experiences — including siloed communication and frustrating escalation paths.

“In the age of AI, the needs of the human workforce can often get lost,” said John Ragsdale, Distinguished VP, Technology Research at TSIA. “But access to informed, and empowered human agents is as critical to the customer experience as ever. Ensuring agents have the tools and technologies to seamlessly pick up where AI leaves off can’t be a nice-to-have. AI helps customers get answers to questions quickly, but human agents build brand loyalty.”

Bold360 is an intelligent customer engagement platform that provides a better, more modern way for companies to connect with customers while also providing a real-time 360-degree view of the entire customer journey. Designed to fundamentally improve the customer and agent experience, Bold360 enables companies to deliver personalized and consistent customer engagements seamlessly across both AI and agent-based interactions.

Building upon the momentum of previous Bold360 releases, these latest enhancements offer:

Hand-in-Hand Agent Collaboration. With Bold360 Discussions, agents who are chatting with a customer can quickly start a conversation with another agent or supervisor on the side to ask for assistance or clarification. These behind-the-scenes conversations can help the agent resolve the query immediately or enable a warm hand-off to another agent or supervisor. Discussions can help companies increase overall customer satisfaction by minimizing handle times and increasing first-call resolution.
Support Swarming. An agent or supervisor can use Bold360’s Join Chat capability to start a three-way collaborative conversation with the customer – allowing both support representatives to work together to resolve issues faster.
On the Job Coaching Assistance.The combination of Bold360 Discussions and Join Chat allows companies to bring agents up to speed faster with in-product support from other agents, subject matter experts and supervisors. This helps agents get onboarded more quickly, aids with continuous learning as jobs change and grow, and ultimately can help lower employee churn.
Hands-On Bot Management. Bold360’s Bot to Agent Chat Reassignment allows supervisors to intervene in ongoing AI conversations and quickly reassign chats in the event human assistance would be beneficial.

“At SAP our promise is to innovate to help our customers run at their best. We recognize that in order to help them, our support teams need to operate as efficiently as possible to provide a great customer experience”, said Mohammed Ajouz, Senior Vice President, Global Head of Product Support at SAP “With Bold360 Discussions and Join Chat capabilities, our global teams collaborate efficiently, and jointly find answers more quickly to solve a customer’s problem. These new tools help us give our customers a better experience, help promote knowledge sharing amongst teams, reduce onboarding time and most importantly allow us to resolve more issues at the first time of contact.”

“As customer expectations continue to increase, agents are finding it difficult to keep up with the ever-expanding engagement channels, limits of legacy systems and the complexity of incoming queries,” said Ryan Lester, Director of Customer Engagement Technologies at LogMeIn. “While AI is certainly helping with much of this, we can’t forget about the humans behind the bots. Artificial intelligence is perfectly suited for some things, but it isn’t a replacement for human intelligence. Creating a best in class customer experience is about finding the right balance between the two. Today’s announcement focuses on the agent and ensuring they have the tools and technologies to take on more complicated challenges and ultimately be human when humanity is needed most.”

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