LogMeIn Launches BoldChat 10.0

LogMeIn today announced a new release of BoldChat, a live chat and omnichannel customer engagement solution.

BoldChat 10.0 includes a fully re-designed Web-based agent interface that supports new channels, including video chat and intelligent auto-answer.

The latest release of BoldChat is designed specifically to adapt to the changing buyer journey, helping companies communicate through the most appropriate engagement channel for the question, the situation, and the customer.

With this latest release, BoldChat adds the following:

  • More Engagement Channels: In addition to live chat, email, SMS, and social media, BoldChat now offers video chat for white glove service, personal consultations, one-to-one product demonstrations, and high-end purchases, and intelligent auto-answer functionality to empower customers to self-service for routine sales and support issues. Customers can also switch between those channels without losing the context of the conversation.
  • New Agent Interface: BoldChat's modern UI arms agents with a unified view of the customer experience. The Web-based interface includes shortcuts and pre-built commands.
  • Greater Control and Flexibility: Robust routing capabilities understand the context of certain customer engagements, weigh them appropriately, and route them based on available capacity. This allows companies to set an agent’s work capacity and then assign incoming interactions based on agent capacity and the complexity of the interaction.

"Companies today have very little room for error when it comes to delivering exceptional customer experience," said Dave Campbell, vice president of marketing, customer engagement, and support products at LogMeIn, in a statement. "They want their problems solved quickly and easily regardless of what channel they are communicating on.  By adding new engagement channels and a more efficient and effective agent interface, the latest version of BoldChat helps expand our ability to provide true omnichannel engagement and arms agents with the tools and information they need to engage with their customers in the right way for the right situation, increasing both agent productivity and customer satisfaction."

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