LogMeIn, has introduced Bold360, an intelligent customer engagement platform that provides a modern, flexible way for companies to interact with customers and get a real-time 360-degree view of all touchpoints and contextual data in a single solution.
Through a powerful combination of popular digital engagement channels, support tools, and a unified interface, Bold360 is taking on the traditional customer service market by bridging the gap between the customer and vital business information; helping companies deliver the immediate and personalized experience today’s consumers expect.
“The rise of digital, artificial intelligence and mobile-first lifestyles has changed how customers want to interact with their favorite brands,” said 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. 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.”
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. Bold360 is addressing this challenge by combining the rich customer profiles and actionable data agents need with the fast, frictionless service customers have come to expect. Intelligent automation also empowers customers with self-service tools, thereby eliminating routine tasks from the agent workflow to improve contact center efficiencies and deliver the type of customer experiences that build loyalty.
“There is a significant white space when it comes to engagement capabilities of traditional CRM tools,” said Paddy Srinivasan, General Manager, Customer Engagement and Support Solutions. “Bold360 not only helps businesses interact with their customers, but also builds intelligent & actionable profiles that help brands offer the right recommendation at the right time based on all the information about that customer – not just a small subset based on past interactions. As Bold360 continues to evolve and capabilities expand, those customer profiles will continue to get richer and will serve as an essential tool for customer service organizations everywhere.”