New technology optimising workflows for customer support teams

BY Australian Retailers Association
26 September 2019

AI-powered search enhancements and advanced management tools bring more effective coaching and empower teams to work smarter, not just harder.

LogMeIn recently announced enhancements to its AI-powered Bold360 suite that make it easier for supervisors, content managers, and other critical behind-the-scenes customer service teams to work smarter, faster, and improve overall performance.

From aggregating valuable information to more advanced agent monitoring, these latest features drive operational efficiencies and empower support teams to deliver a better customer experience.

Best-in-Class Knowledge Management Tools: This iteration of the Bold360’s Search Optimiser makes it easier than ever for knowledge and content managers to identify gaps and quickly address them, all within a single interface. New functionality includes:

  • Robust search and filter on customer intents, building on Bold360’s industry-leading Voices Dashboard
  • Task-driven interface to manage unanswered, answered, channelled, and muted intents
  • Ability to create articles for unresolved intents directly in the Search Optimiser
  • Add additional phrasings to an article directly from an unresolved intent

Robust Engagement Monitoring: The updated Monitor View arms supervisors with faster access to information they need to act on. With one click, supervisors can see the full content of live chats, chatbot engagements, emails, SMS texts, and messaging channels like Facebook Messenger, allowing them to keep a more detailed watch on engagements and quickly address issues as they arise.

Better Workload Organisation: A new chat flagging feature makes it easier for agents to mark an engagement and come back to it later if they need to follow up with a customer or request supervisor review. Additionally, the Monitor View for supervisors can be filtered by agent flags so that supervisors can easily keep tabs on open engagements.

ISO 27001 Certification and New Security Controls: Bold360 has met the ISO 27001 Certification requirements for managing sensitive company information so that it remains secure. Additionally, Bold360 now offers IP Whitelisting for Agent Logins, which gives administrators the ability to restrict which networks agents can log into from the Bold360 Web Workspace. Whitelisting gives administrators peace of mind that their support environment is secure without the burden of manually monitoring logins.

About LogMeIn’s Customer Engagement & Support Portfolio

LogMeIn delivers industry leading solutions designed to empower companies to deliver smarter, more personalised customer engagement and support. Supporting over 1 billion customer interactions every year, LogMeIn is helping companies transform how they interact with their customers in real-time, creating experiences that drive increased satisfaction and brand loyalty.

About LogMeIn, Inc.

LogMeIn, Inc. (Nasdaq: LOGM) simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. For more information, visit https://www.bold360.com/features/whats-new-september-2019

 

 

 

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ABOUT THE AUTHOR

Australian Retailers Association

Founded in 1903, the Australian Retailers Association (ARA) is Australia’s largest retail association representing Australia’s $310 billion sector, which employs more than 1.2 million people. As the retail industry’s peak representative body, the ARA works to ensure retail success by informing, protecting, advocating, educating and saving money for its 7,500 independent and national retail members throughout Australia. For more information, visit www.retail.org.au or call 1300 368 041.

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