Infotech Lead America: LogMeIn has introduced new versions of its LogMeIn Rescue and BoldChat offerings.
The new offerings will help customer care agents improve customer satisfaction through timely, effective engagement, service, and support across multiple mobile and online channels.
“We believe that one of the best ways to deliver great customer service is to empower the customer care agent. 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,” said Kevin Bardos, VP of Customer Care Products, at LogMeIn.
With the integration between LogMeIn Rescue and BoldChat, LogMeIn’s live chat product line will be able to give agents the ability to quickly escalate customer interactions.
Both the new releases include new collaborative capabilities in Rescue, which gives customer care agents a secure, and controlled means of bringing in outside experts such as ISVs, OEMs and engineering partners to troubleshoot complex technical problems.
The integration empowers customer care agents to initiate Rescue-based remote sessions directly from within the BoldChat agent interface.
“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.
Recently, GuruAid, a tech support division of Lester Inc. that offers an array of services, like data management, inbound and outbound customer service options, web chat and email response services, selected LogMeIn as its technology partner for its Remote-Assist support service.