LogMeIn looks to boost Customer Care Effectiveness

BANGALORE, INDIA: LogMeIn has rolled out new versions of its LogMeIn Rescue and BoldChat offerings to help customer care agents boost customer satisfaction through  fast, effective engagement, service, and support across multiple mobile and online channels.

New integration between LogMeIn Rescue, LogMeIn’s flagship remote support offering, and BoldChat, LogMeIn’s recently acquired live chat product line, gives agents the ability to quickly escalate customer interactions — anything from pre-sales service through post-sales support — through a single, seamless customer experience, a press release said.

The release adds that the new releases also include new collaborative capabilities in Rescue, giving customer care agents a secure, and controlled means of bringing in outside experts — ISVs, OEMs, engineering partners, etc. — to troubleshoot complex technical problems.  And new web-based content integration capabilities in Rescue give technicians the ability to bring CRM, ticketing and product information directly into the remote support experience.

 “An increasing number of our clients — many of the world’s largest customer care organizations — are moving beyond the cost cutting and efficiency metrics to customer satisfaction as the primary measure of their customer care efforts.  We believe that one of the best ways to deliver great customer service is to empower the customer care agent — to put the agent squarely at the center of the customer experience,” said Kevin Bardos, VP of Customer Care Products, at LogMeIn.  “The new releases of Rescue and BoldChat build on this premise by giving agents quick access to the tools and expertise they need to efficiently engage with their customers and solve even the most complex issues.”

Pricing and availability

The BoldChat Rescue integration, as well as the new External Technician Collaboration and Integrated Content Portal capabilities are available immediately, the compay release says adding that new capabilities come standard as a zero cost update for existing customers.