LogMeIn announced on Wednesday new updates to its Bold360 live chat platform, making it possible for users to interact with their customers via WhatsApp and WeChat.
“We are working to add more channels including Apple Business Chat and Google Business Messaging, as well as creating new efficiencies for agents and supervisors who manage these channels behind the scenes,” said LogMeIn’s VP of Customer Engagement Products Yaniv Reznik in the news announcement.
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Bold360 is touted by LogMeIn as an “omni-channel” customer engagement solution that gives businesses the ability to engage with customers on the customer’s preferred channel while providing customer service agents a single platform to manage all channels and conversations.
To stay competitive in today’s “always on” environment, marketers will need to meet customers when — and where — they want to be met. That means, making their brand available via multiple messaging apps that can respond in real-time to customer interactions. By adding WhatsApp and WeChat integrations, LogMeIn is creating a more comprehensive live chat platform — and catching up with other platforms like LivePerson’s Maven conversational bot solution that offers integration across various channels, including SMS, Facebook Messenger, WhatsApp.
Also, LogMeIn’s ability to provide a single-view of all customer interactions helps brands see the “big picture” in terms of managing the total customer experience. LogMeIn user Neil Stotesbury, the customer service manager for Netflights, said having full visibility into customer conversations, regardless of channel, has been ideal for his team. “It’s been great to see how we can scale our digital support without compromising the quality of our interactions with customers,” said Stotesbury.
More on the news
- Bold360 also includes Facebook Messenger and SMS Text integrations.
- In addition to working on Apple Business Chat and Google Business Messaging, LogMeIn has a Microsoft Teams integration that is in beta.
- Powered by AI, Bold360’s platform can handle “routine” customer queries via bots that analyze connected systems to serve up relevant responses.