LogMeIn has expanded their customer engagement portfolio with the addition of Bold360.
The platform aims to offer a flexible way for companies to interact with customers by offering a real-time, 360-degree view of contextual data.
“The rise of digital, artificial intelligence and mobile-first lifestyles has changed how customers want to interact with their favourite brands,” says Mary Wardley, program vice president, Loyalty and Customer Care, IDC.
“As a result, companies need to rethink how they approach customer service to stay competitive. Offering a variety of engagement channels is just the beginning."
Wardley continues, “the experience – whether automated or agent-assisted – needs to be seamless and the information contextual, to deliver the type of experience that will create long-term brand loyalty.”
LogMeIn says that legacy customer service and CRM systems house only a small portion of customer data across various disparate systems, making it hard for companies to ever get a full picture of their customers.
But, LogMeIn claims Bold360 will address this challenge by combining the rich customer profiles and actionable data with fast and frictionless customer service.
Michael Blaine, senior director, Customer Service at VF Corporation, comments, “the future of customer service lies in being able to create a truly exceptional and meaningful experience for customers”
“Utilising technology to understand your customers while providing easily accessible and real-time information to your agents can help deliver a truly unique and personalised experience.”
Blaine concludes, “Bold360 is an exciting first step toward this vision and we are excited to see where LogMeIn takes it in the future.”