LogMeIn is making a bold move on the mobile front. The company has released BoldChat mobile, a live chat and multichannel customer
engagement tool that aims to help companies tap into opportunities with the rising audience of mobile consumers.
BoldChat is not a new product, but just-introduced mobile features take it to another level. New tools help companies employ live-chat bells and whistles on their mobile Web sites. Companies can also build live chat right into existing iOS and Android mobile apps.
The promised result: a consistent user experience for customers no matter whether they are using desktop, laptop or mobile devices. LogMeIn also predicts that BoldChat mobile will boost mobile shopper conversion rates.
"To truly be competitive, companies must embrace this transformation of the consumer and start to think about their mobile strategies as far more than just a mobile optimized Web site and/or an informational mobile app,” said Steve Castro-Miller, Vice President of products for LogMeIn's Service Cloud. “Optimizing mobile engagement means offering multiple, intuitive ways for consumers to seek help, ask questions and gain insights, from in-app and Web site chat to text messaging to email to social media.”
Need some convincing? LogMeIn and the E-tailing Group recently conducted a study that shows over 70 percent of consumers use mobile devices to research products and services. But that’s not the big revelation. The study also found many companies have not adapted fast enough to keep up with modern mobile consumer demands. Customers rated over 40 percent of mobile shopping experiences “unsatisfactory.”
Sundance Catalog Company, a top 500 Internet retailer and a BoldChat customer, is convinced.
"With more and more of customers using mobile devices to shop and research, it's essential that we approach customer engagement with a mobile mindset," said Tim Taggart, Director of Customer Service & Fulfillment at Sundance Catalog Company. "Whether it's through our mobile Web site or our traditional Web site, our goal is to provide our customers with a consistent experience, and to offer them the best possible means of interacting with our team.”
Spelling Out the Features
BoldChat mobile’s new capabilities include an in-app mobile software developers kit designed to make it easier for companies to deploy proactive and reactive chat within mobile applications.
LogMeIn is also serving up sample iOS and Android apps to help speed up mobile live-chat deployments and accelerate the coveted “time to value” on technology. There’s also mobile reporting across iOS and Android app environments and mobile browsers that give companies the actionable insights they need to optimize consumer engagements and drive higher customer satisfaction rates.
The new BoldChat mobile features roll out this summer and will be included in BoldChat Pro, Enterprise and Premier. BoldChat Pro pricing starts at $599 per license.