WOBURN, Mass., July 24, 2012 (GLOBE NEWSWIRE) -- LogMeIn (Nasdaq:LOGM) 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. 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."
Rescue & BoldChat Integration
Since acquiring Bold Software in January 2012, LogMeIn has worked to provide greater integration between its remote support offering, LogMeIn Rescue, and the award-winning BoldChat web chat product line. The initial phase of integration, now complete, empowers customer care agents to initiate Rescue-based remote sessions directly from within the BoldChat agent interface. Chat sessions are seamlessly transferred between BoldChat and Rescue, ensuring that while support cases are escalated, the customer's view and interaction are maintained through a single, unified chat interface.
Rescue External Technician Collaboration
This new feature enables the primary support agent to securely invite external technicians, from outside the support organization, to join active sessions and help with problem resolution. For example: if a software provider believes that a hardware driver could be the source of trouble for the customer, the help desk technician can invite a support expert from the device manufacturer to help diagnose and solve the issue.
Agents have the flexibility to decide when to bring in help and administrators can control who can be invited, by which agent, and how that external invitee can use Rescue in the session. LogMeIn Rescue simultaneously maintains a careful record of the entire activity, including any external involvement.
Rescue Integrated Content Portal
Agents can now access any web page like FAQs, a knowledgebase, and even other Web-based software applications (e.g. CRM, Ticketing, etc.) right from within the Rescue Technician Console. This means that agents don't need to toggle between windows in order to access important information when in the middle of a support session. What's more, Rescue will also pass session-specific data from the Technician Console to the web page, making it much more powerful when using the portal to load a CRM or ticketing system.
"Remote support and live chat are among our most important tools for delivering great customer support and service. By bringing the two together, our agents are in a great position to quickly escalate cases when needed to solve customer issues," said Aren Barge, Manager of Technical Operations, SmartSupport at iS3, a PC performance and security software provider and LogMeIn customer. "The more we can do to empower our agents, the better service we can provide, and these new updates make that job even easier."
Pricing and availability
The BoldChat Rescue integration, as well as the new External Technician Collaboration and Integrated Content Portal capabilities are available immediately. The new capabilities come standard as a zero cost update for existing customers. Pricing for new licenses of Rescue is available on the LogMeIn Rescue product site. BoldChat pricing is available on the BoldChat product site.
About LogMeIn, Inc.
LogMeIn (Nasdaq:LOGM) provides essential cloud services to individuals, businesses, and IT organizations for remote access, collaboration, customer care, and remote IT management. These services are used by millions of people to quickly, simply and securely connect over 150 million internet-enabled devices across the globe — computers, smartphones, iPad™ and Android™ tablets, and digital displays. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, India, Japan, the Netherlands, and the UK.
LogMeIn and BoldChat are trademarks of LogMeIn in the U.S. and other countries. iPad is trademark of Apple Inc., and Android is a trademark of Google, Inc., in the U.S. and other countries around the world.
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