LogMeIn (News - Alert) has announced a new mobile release of BoldChat, the company's live chat and multichannel customer engagement offering, saying that it will help businesses capitalize on the rapidly growing number of mobile consumers.
This new mobile release builds on BoldChat's recent innovations, according to company officials. Businesses are expected to benefit from this mobile release, as it introduces new ways for them to quickly install live-chat capabilities on their mobile websites. If they want, they can also build live chat directly into their own iOS and Android (News - Alert) mobile apps, company officials said.
The new BoldChat mobile release includes in-app mobile SDK, which is designed to make it easy for companies to deploy proactive and reactive chat within mobile applications. Additional features include sample iOS and Android apps, mobile reporting across iOS and Android app environments, as well as mobile browsers to help businesses create targeted plans for optimizing engagements.
Additionally, some capabilities build upon the current BoldChat mobile capabilities. Company officials said that one of them is integrated support for customer interactions across SMS, live chat, email and social channels, which streamlines customer service and support management. Also, the users can benefit from the layered chat windows that provide an intuitive way to browse and chat, simultaneously.
Company officials said that the new mobile release of BoldChat comes with mobile indicator alerts. This is expected to help customer service agents identify that a customer is engaging them from a mobile device, which can enable them to modify the speed, length, and context of their response.
Increasingly, mobile devices are being used to browse the Internet as a result of rapid rise in the use of smartphones. The recent study done by LogMein and e-tailing group found that over 70 percent of the customers are now using mobile devices to research products and services. The businesses, however, have yet to adapt themselves to meet the demands and needs of the mobile consumer, according to the findings of the study.
“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 website and/or an informational mobile app,” said Steve Castro-Miller (News - Alert), vice president of products for Service Cloud at LogMeIn.
"With the BoldChat mobile release, we're introducing new ways for companies to rapidly deliver 360-degree interactions across today's most popular mobile channels,” he added.
Sundance Catalog Company, a BoldChat customer, is one of the businesses that is keen on taking advantage of the new mobile features.
“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 and fulfillment at Sundance Catalog Company, adding that the new capabilities in BoldChat open up a wealth of possibilities to better serve this rapidly growing percentage of their customer base, while engaging them when and where it matters most.
The new BoldChat mobile release is expected to be available later this summer and will be included as part of BoldChat Pro, Enterprise and Premier.