On June 8, 2017, LogMeIn launched Bold360, a customer engagement platform Bold360 has an intuitive interface that consolidates data from different systems to present a unified view of all customer interactions. LogMeIn came into being from Boldchat, the live website chat software company, acquired five years ago.
The features of Bold360 include easy integration of data from Salesforce and Zendesk into its interface, Omni-channel support, including live chat, Facebook Messenger, and email; Intelligent automation, which lets agents respond to commonly asked questions and create, curate and manage answers. Bold360 builds intelligent and actionable profiles that let businesses offer the right recommendation at the right time, based on a customer’s information overall, rather than on a small subset of data gleaned from previous interactions.
Paddy Srinivasan, General Manager, LogMeIn’s customer engagement and support business told E-Commerce Times, “While many CRM vendors are experimenting with emerging technologies like (artificial intelligence) and trying to address omni-channel engagement, there are still important needs that are currently being unmet by today’s CRM and ticketing systems. There really hasn’t been a focus on the engagement layer, he told CRM Buyer. LogMeIn created Bold360 “to be a true system of engagement, rather than a static system of record. Bold360 is built with the end-customer in mind. It includes the most popular engagement channels — social, live chat, email, and self-service tools. The channels work seamlessly together. We are adding in remote support tools, and it easily integrates with CRM systems to present a rich customer profile all in one place.
Nuts and Bolts
LogMeIn offers highly intelligent, home grown automation capabilities to help agents create, curate and manage answers. “We’re hearing a lot about AI in customer service — but like most brands, we’re in the beginning phase. Bold360 has an integration API that let users integrate with numerous Web-based systems, including Salesforce and Zendesk. What stands out over time is [Bold360’s] ability to get to intelligent automation, which is now a requirement,” noted R “Ray” Wang, principal analyst at Constellation Research. Customers want to easily automate and orchestrate engagement in customer service,” he said.
Omnichannel engagement, AI, and self-learning have become table stakes for CRM platforms and products.
Denis Pombriant, principal at Beagle Research said, “It is important to keep up, and by making this announcement, LogMeIn’s showing that they belong in the peloton. Bold360’s strength lies in its interface and ease of use, Constellation’s Wang observed. Also, LogMeIn has a good brand and good customer support. However, the key to success will be how easy it will be to integrate with the Sales force, Zendesk and other popular systems”.
LogMeIn will incorporate out-of-the-box integrations with more Web-based systems in the future, the companies. “Bold360, as it is today, is just the first step. It will continue to evolve, and we anticipate that emerging technologies like AI will play a role in our long-term strategy”, Srinivasan said.
The CRM market is pretty crowded. Anyone in today’s market should seek to quickly find differentiation in processes its products support. Too often they spit out a product and expect the market to understand and apply it, Beagle’s Pombriant said.
“We believe there’s a significant white space when it comes to the engagement capabilities of traditional CRM and digital customer service solutions. Traditional product omnichannel solutions more often than not are good enough rather than robust and powerful and customer information lies in disparate systems. Bold360 was designed to bring together customer information and vital business data in one solution”, Sreenivasan added.