LogMeIn announced that it is furthered its vision to improve customer experience by delivering new tools that enable agents to work together and solve complex customer issues.
The now enhanced LogMeIn Bold360 platform helps eliminate the barriers commonly associated with poor customer experiences, such as including siloed communication and frustrating escalation paths. 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.
The latest enhancements to the platform offers:
- 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. This can help the agent resolve the query immediately or enable a warm hand-off to another agent or supervisor.
- Support Swarming: With Bold360’s Join Chat feature, an agent or supervisor can now start a three-way collaborative conversation with the customer – allowing both support representatives to work together to resolve issues faster and more effectively.
- 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 on-boarded faster and ultimately can help lower employee churn.
- Hands-On Bot Management: The new Bold360’s Bot to Agent Chat Reassignment allows supervisors to intervene in ongoing AI conversations and quickly reassign chats if human assistance would better assist the customer.
“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.”
