The collaboration specialist LogMeIn has announced that it has updated its Bold360 suite in order to make supervisors, content managers, and other customer service teams to work smarter, faster leading to improvement in the overall performance of them.
The latest up-gradation will help in operational efficiencies and also will empower the support teams to enhance customer expectations.
“Changing customer expectations are shifting the dynamic of customer service teams across the board. In particular, the supervisor’s role is evolving from taskmaster and policy enforcer to coach and strategic decision-maker,” said Ryan Lester, Senior Director of Customer Experience Technologies at LogMeIn.
“With these latest updates, Bold360 supports the demands of their evolving roles and ensures they spend less time navigating systems and more time guiding their agents to better serve customers.”
The latest improvements will offer:
Best-in-Class Knowledge Management Tools: The Bold360’s Search Optimiser will make it easier for content and knowledge managers to identify the gaps and address all of them within a single interface quickly. New suctions includes:
- Robust search and filter on customer intents, building on Bold360’s industry-leading Voices Dashboard
- Task-driven interface to manage unanswered, answered, channeled, and muted intents
- Ability to create articles for unresolved intents directly in the Search Optimizer
- 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.