LogMeIn is making it easier for customer support teams to meet evolving customer expectations and solve issues faster with better access to information. By providing improved real-time guidance and knowledge management tools to agents, LogMeIn continues to enhance its award-winning Bold360 AI-powered customer engagement suite that delivers both better agent and customer experiences.
In this digital age, customers have access to more information than ever before, so they also expect agents to be informed of their specific needs and equipped to provide immediate answers. Yet, a recent survey found that a majority of agents (85%) express a very high degree of frustration because they can’t meet customer expectations. Disparate tools, new engagement channels, and rising customer expectations make it hard for agents to deliver a positive customer experience across various touchpoints.
To bridge this customer service divide, LogMeIn is arming agents with new features in Bold360 designed to up-level their ability to expertly resolve customer issues. “Agents know what makes customers happy, but they need better tools to deliver that experience and data to show them how to improve,” said Ryan Lester, Senior Director of Customer Engagement Technologies at LogMeIn. “With these Bold360 updates we’re able to empower agents with data: both the data they need to better serve customers and the data they need step up their own performance. The end result is greater productivity and, therefore, greater happiness among customers and agents.”