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LogMeIn Previews BoldChat Twitter Integration for Online Customer Care at Internet Retailer Conference and Exhibition

June 05, 2012

CHICAGO, June 5, 2012 (GLOBE NEWSWIRE) -- INTERNET RETAILER CONFERENCE AND EXPO -- LogMeIn (Nasdaq:LOGM) today announced that it will preview new Twitter integration and social media management capabilities for its BoldChat customer care offering at the Internet Retailer Conference and Expo, June 5th-8th in Chicago (BoldChat booth #1214). Designed to help businesses and customer service agents intelligently manage a rapidly growing number of customer interactions on Twitter, from pre-sales inquiries to post-sales support, the new capabilities will complement BoldChat's live chat, click-to-call, email, and SMS features. As a result, customer service teams can use a single, unified tool to manage customer conversations across online, mobile, email, phone, and social channels, while providing a comprehensive view of customer interactions.

The BoldChat Twitter integration and management capabilities are aimed squarely at customer service and customer care teams, and will feature functionality uniquely designed for those roles, including the ability to:

  • Provide integrated social, email, SMS text, and online customer support through a single interface
  • Automatically thread related tweets into conversations for context, more efficient response, and to de-clutter the UI
  • Auto-assign incoming Twitter conversations to agents based on availability, skill, and/or department
  • Maintain and show historic customer conversations for faster resolution and better service
  • Report on total Twitter-based customer interactions and agent responses
  • Manage and respond to tweets using multiple Twitter accounts from within a single interface, without having to switch view

A video demonstration of the new capabilities can be seen on the BoldChat YouTube channel or by visiting the BoldChat booth at IRCE (#1214).

"We support customers through multiple channels, and it's critical for us to provide a positive, seamless cross-channel customer experience," said Jon Abt, co-president, Abt Electronics, a BoldChat customer. "Social media, including Twitter, is an important focus for us in this objective, and we are excited about what's to come from BoldChat in this space."

"We feel there is a considerable gap in the market when it comes to Twitter and customer care -- an opportunity to deliver capabilities designed from the ground up for managing social customer service conversations," said Steve Castro-Miller, VP, Chat Products, LogMeIn, Inc. "We believe that the right approach is not just one off monitoring of or response to individual tweets, but really making it easier for businesses to thread together and manage conversations as they would with any other customer communications channel."

Availability: Organizations interested in taking part in the upcoming beta can sign up on the BoldChat site or follow @BoldBeta to learn more.

Founded in Evanston in 1923, The Cradle is a licensed, accredited, not-for-profit, nonsectarian adoption and child welfare agency whose mission is to benefit children by providing education, guidance and lifelong support to create, sustain and preserve nurturing families. The Cradle is the only U.S. adoption agency to operate a 24-hour onsite infant nursery. More than 15,000 children have found permanent, loving families with The Cradle’s assistance over the past 89 years.

About BoldChat:

BoldChat, a LogMeIn brand, is a market-leading live chat offering that enables businesses to quickly and effectively engage visitors on their websites to improve online support and increase sales. The BoldChat solution is offered in different editions and includes other integrated communications technologies like click-to-call, email management, SMS management, and co-browsing. Organizations of all sizes – from small proprietorships to large ecommerce enterprises – can drive more conversions and higher customer satisfaction by using BoldChat. Customers include 3M, American Cancer Society, Corel, Dean & DeLuca and ViewSonic. For more information, visit www.boldchat.com.

About LogMeIn, Inc.

LogMeIn (Nasdaq:LOGM) provides essential cloud services to individuals, businesses, and IT organizations for remote access, collaboration, customer care, and remote IT management. These services are used by more than 15 million people to quickly, simply and securely connect over 150 million internet-enabled devices across the globe — computers, smartphones, iPad™ and Android™ tablets, and digital displays. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, India, Japan, the Netherlands, and the UK.

LogMeIn and BoldChat are trademarks of LogMeIn in the U.S. and other countries. iPad is trademark of Apple Inc., Android is a trademark of Google, Inc., and Twitter is a trademark of Twitter Inc. in the U.S. and other countries around the world.

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