LogMeIn’s Bold360 now helps businesses engage on WhatsApp, WeChat, Facebook Messenger, and SMS Text

LogMeIn announced it is making it easier than ever for customers to engage with businesses on the messaging applications they prefer to use. Bold360’s latest release helps businesses transform contact centers by offering always-on, scalable, and customer engagement on the most popular global messaging channels including WhatsApp, WeChat, Facebook Messenger, and SMS Text.

Messaging apps have become a preferred platform for personal engagement, with over 41 million messages sent per minute. In response, businesses are aligning their customer engagement strategies to meet customers where they already are. With Bold360’s robust messaging capabilities, customers have more choice in how they communicate with businesses.

“Gone are the days of waiting on hold or missing a business’s open hours for customer service. Customers should not be limited to live support over antiquated channels,” said Yaniv Reznik, Vice President of Customer Engagement Products at LogMeIn. “With the latest enhancements to Bold360, we’re making it possible for businesses to achieve messaging success at scale – and these new messaging channels are just the beginning. 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.”

The speed and ease-of-use with messaging apps lowers the barrier to engagement, making it easier for customers to reach out to customer support on their own schedule. Yet, without the right tools to handle these additional engagements support teams could become overwhelmed. With Bold360, customers are met with fully integrated chatbot and live agent support no matter which app they choose to use.

The full power of Bold360’s customer engagement solution is on display with messaging. AI-powered chatbots handle routine queries over all messaging channels freeing human agents to spend more time on complex and higher-value inquiries. Not only are agents’ workloads reduced by customer-facing bots who handle repeated questions over messaging channels, but agents are further supported by bots after escalation. Bots look through connected systems and deliver relevant information to the agent’s fingertips. And agents manage these new channels in a unified, robust workspace with routing capabilities tailored to handle both asynchronous and live conversations, ensuring optimal efficiency as a business expands the engagement channels it offers customers.

Further, Bold360’s Voices Dashboard clusters customer intents from messaging channels with queries from other channels, so businesses get a complete picture of what their customers’ needs are across all touchpoints.