Perfecting Mobile Engagement: Call Center

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In part three of our blog series exploring the conclusions of our recent mobile engagement “readiness” whitepaper, Are You Mobile-Minded Enough to Keep Your Customers Happy?, we examine what makes for a mobile-minded call center experience.

Despite the shift to online channels, several customers still prefer to talk to a live agent on the phone. However, many of these customers are on-the-go when they’re calling a company for support, and they expect an experience that’s tailored to their mobile needs with immediate resolution.

Companies that have a clickable phone number and list contact center hours on their homepage, have little to no hold time, and acknowledge that a customer is calling from a mobile phone and tailor the experience accordingly are well-positioned to provide a pleasant mobile call center experience.

Sadly, many of the retailers we contacted did not follow these best practices. Nearly half of them made it difficult to find their phone number and didn’t list it on their homepage. Once on the phone with a customer service representative (CSR), not one recognized that we were calling from a mobile phone, and after mentioning it, only 25% of them customized the experience accordingly (e.g. sending SKU #, product link or saved cart via email). Additionally, many of the CSRs provided too much information, reading long scripts and product details, rather than keeping the conversation brief by resolving the issue quickly.

To see the full list of call center best practices, deal breakers, and to see how your company stacks up against other retailers, download the whitepaper. Stay tuned for our next post focused on what makes for a successful mobile Twitter interaction.

         

Ray Wang and The Digitalization of Customer Engagement

If you’ve ever heard Ray Wang, Principal Analyst, Founder, and Chairman of Constellation Research, speak at an event or read his popular Software Insider Blog, you know how passionate he is about customer engagement. I witnessed this passion when he visited our LogMeIn headquarters in Boston last month (during which he gleefully tweeted pictures from our scenic roof deck).

After I gave him a tour of our office, I sat down with Ray to discuss the future of customer engagement. The main focus of our chat was the idea that customer engagement has become digitalized, and companies that haven’t embraced this have failed to thrive. We focused on three ways companies can transform their customer engagement strategy:

  1. Mobile Chat
  2. Remote Support and the “Support of Things”
  3. True IoT Engagement: Creating connected products that allow the company to engage directly with both products and customers

Check out our interview below and be on the lookout for Ray’s book, Disrupting Digital Business, which will be published by Harvard Business Review Press in Q2 of 2015.

         

Omni-Channel Customer Service Strategies May Be Trendy, but They Must be Global to Work

Omni-channel customer service strategies have been receiving a lot of buzz lately. It seems like everybody wants to talk about how they are solving for a very connected and dynamic customer who expects high levels of customer service in a short amount of time.  Case in point: at this month’s National Retail Federation (NRF) annual conference omni-channel customer service was a major focus.  Another case in point: Aberdeen analyst Omer Minkara mentioned in a recent blog that “the average number of channels companies use to interact with customers has changed from five in 2012 to six in 2013 to nine in 2014.”

As somebody with a deep knowledge of customer service strategies, I agree and I get it. However, as omni-channel customer service strategies are created, it is important to remember that these strategies must be global in scope to work properly. Retailers and other selling organizations mustshow the same dedication towards supporting their global customer base as they do toward marketing and selling to them. Previously, that has meant finding and hiring multi-lingual call center agents – not an easy task. Alternatively, some organizations have opted for opening foreign-based (and usually very expensive) call centers. Neither option has been seen as particularly successful in the long-term.

The good news for these organizations is there are now a lot of cost effective strategies for establishing superior customer service online. One of the most notable strategies is to drive global customers toward online chat, allow them to converse in their own native language, and provide the same capability for company representatives and other customer service staff. This is achieved by enhanced, personalized machine translation. As a result, multinational businesses – or even businesses with multilingual customer bases – can significantly broaden their reach, boost brand loyalty and cost-effectively support customers, regardless of language, location or device.

Enhanced, personalized machine translation is definitely not as perfect as human translation. But that’s okay. What it does do is aide chat conversations that cannot wait for long-term translation perfection to be actionable, understandable, and immediate.

Basic, unvarnished, and free machine translation engines have actually been around for some time. However, there are really three big reasons that they haven’t caught on in the corporate setting: quality, security, and accessibility. Free machine translation engines cannot provide necessary quality because they don’t have the specificity of the business or industry lexicon to properly translate terms. Caterpillar Brands, for example, would no doubt appreciate their corporate name being translated properly, versus the insect that crawls around on warm summer days. Second, free machine translation engines often capture and save content without the blessing of the user. Third, they are only available via the Web. To counter these challenges, and to bring the real possibility of success to omni-channel customer service, GeoFluent recently announced a partnership with LogMeIn’s BoldChat product to bring real-time, state of the art translation to chat agents and other customer service personnel.

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The goal is simple: support the omni-channel customer service support strategy with globalization capabilities. GeoFluent Chat Translator allows agents to provide actionable and understandable guidance in one language while a consumer speaks another, all the while being mindful of industry terms that need to be carefully translated, security concerns, and easy accessibility right in the BoldChat interface. The new integration with GeoFluent makes it possible to:

  • Reduce costs and time associated with supporting customers across languages and geographies by reducing staffing needs and enabling chat agents to instantly translate BoldChat messages in real-time for both the customer or site visitor and the customer service agent.
  • Identify and translate branded terms, industry lexicon, slang, typos and communication shortcuts, resulting in higher quality translation. Agents can also choose to preview translated text and make adjustments, if needed, before sending to the visitor.
  • Support “language swapping,” where agents can see when a visitor’s language has changed and quickly alter the conversation to adapt to the new language.
  • Support more than 40 languages, including English, French, Spanish, German, Italian, Portuguese, Russian, Arabic, Traditional and Simplified Chinese, and Japanese.

To learn more about this partnership, please contact us or schedule a demo.

         

4 Tips for staying productive during Winter Storm Juno

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#Snowmageddon2015. With anywhere between 1-3 feet of snow due to hit the Northeast, there’s a chance that you might not be able to make it into the office today, or tomorrow for that matter.  When snow storms hit, how do can you make sure you are staying productive and not come down with a case of cabin fever?

I thought I would share some of my top tips for making sure Juno doesn’t put a pause on my productivity.

1. Find an area in the house you can concentrate. I know most of us have been there before- “working from home” quickly becomes “working from couch”. If you find yourself watching Maury more than responding to emails, you know it’s time to make a move. I personally find my kitchen table the most productive place to work, but I’ll leave this up to you. Here are few criteria you can use to decide where to post up:

  • Your workspace should be free from distractions & noise.
  •  Look for an area where you have natural light. This is crucial for maintaining concentration.
  • Make sure you have a comfortable chair, so you don’t find yourself back on the couch mid-day.

2. Stay connected and up to date. When I say stay up-to-date, I don’t mean with the latest snowfall totals (as tempting as that may be). I mean making sure you are accessible to anyone, anywhere for quick ad-hoc collaboration or for a pre-planned meeting - just because it snows, that doesn’t mean projects are on hold! With chat or email I can quickly get a question answered, but if I need to have a more collaborative conversation, I always use join.me. That way I can show my screen, pass presenter role and even annotate if I need to. It also helps that if the whole team is working from home, they can all dial-in and be on the same call.

3. Come up with goals. Set 3 goals for yourself for the day and strive to hit those goals by certain times in the day. When working from home it’s easy to get distracted and push off certain tasks for later in the day. Then, all of sudden, it’s almost time for dinner and you haven’t accomplished anything on your to-do list. I love to use Asana to keep with daily tasks and stay up to date on my team’s progress and tasks. This is especially convenient when I can’t just walk over to their desks and get a status update.

4. Enjoy your time at home. The best thing about being productive when you’re snowed in is that you can fend off cabin fever. When you close up your laptop for the day, you will actually feel accomplished. Treat yourself to a hot chocolate, you deserve it!

These tips should help you stay productive during your snow day. Do you have any other tips for staying productive when working from home? Please share with us in the comments below!

         

The 5M Dollar Meeting Problem

Wasted time is a pain, wasted money, a problem. Our 2014 Ovum study shed some light on late meeting starts and found that these delays added up to an average of over 10 minutes of time wasted each meeting, which increased to almost 3 hours per week for executives. So what does that mean for your bottom line? After all, time is money. We found that for the average mid-sized organization that wasted time translated to over $5M in wasted cash. What else could your business spend that money on? We’ll tell you what we would spend it on. With an extra $5M cash over the course of a year, we calculated that our Boston office could buy ALL of the following:

Print

… Talk about perks. Okay…. Maybe 100 pizza parties is excessive, but what would you do with your extra $5M?! We’d love to hear some ideas the comments section below. For the full report, click here, or check out the full infographic.

         

Update.Me – Collaboration, Innovation, and Engagement News Week of January 19th, 2015

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It’s #2! Yes, the second post in our brand new blog series called “update.me.” In case you missed it, last Friday we kicked off a new join.me blog series where we’ll share the latest news articles and industry updates on collaboration that are interesting, engaging, disruptive, or just plain cool. Click here for our inaugural issue.

This week: a review of the new Facebook for Work platform, why join.me ranks top for customer satisfaction, some advice on averting daydreams of bacon and how to look smarter at work.

It’s Like Facebook For Work. Wait It Is Facebook For Work
Social really goes business with the new Facebook At Work. Analyst Alan Lepofsky gives a great in-depth analysis on the new Facebook At Work feature. While Facebook’s familiar user experience and household name naturally make this offering buzzworthy, Alan points out what we are wondering ourselves - how will this type of a social networking collaboration tool actually help employees better do their jobs? The answer: integration with current tools across all functional areas. Spoiler alert: more to come from join.me on this, so stay tuned!

G2 Releases First Report on Web Conferencing Tools
We’re blushing, really. You shouldn’t have! In G2’s first report on web conferencing tools released this week, join.me was ranked at the top for customer satisfaction! We received the highest overall customer satisfaction score, out of a pool of over 50 different tools. We are thrilled, but not entirely surprised - this aligns with a new Satmetrix report where we received the highest Net Promoter Score for speed, reliability, and ease-of-use against our competitors.

10 Tricks to Appear Smart During Meetings
It’s Friday, so we thought we’d bring you a laugh with this list of how to look smarter in meetings.  As author Sarah Cooper (blogger for Huffington Post and Business Insider) writes, “sometimes this can be difficult if you start daydreaming about your next vacation, your next nap, or bacon.” Mmm, baaaacon…

         

Join.me Ranked Number One in Speed, Ease of Use, Reliability

We are excited to share that new Satmetrix data has ranked join.me as the overwhelming favorite among web conferencing solutions for businesses, above GoToMeeting, Lync and WebEx. Not surprisingly, the research concluded that the easiest and most reliable tools are the most likely to be used, and recommended by employees. At join.me, we feel simplicity is key, because too many of today’s solutions are just too complicated.

To conduct the survey, Satmetrix identified the loyalty drivers of online meeting tools that have the most impact on whether a user will continue to use a product and recommend it to others. There were 5 key factors the survey focused on: overall ease of use, reliability and quality of both screen sharing and call audio, application speed, and mobile capability. The responses were used to generate a Net Promoter Score for each tool, where join.me emerged as the clear leader. Net Promoter Scores were reported for both employees who have only used a single solution and for employees who have experience using two or more of the tools.

What were the actual ratings? The NPS ratings came in at 48 for join.me, 31 for GoToMeeting, 25 for Lync and 19 for WebEx.  When professionals have experienced multiple online meeting tools along with join.me, join.me’s NPS comes in even higher at 64, far exceeding its competitors. Frankly, that is high praise.

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We are thrilled to be identified as the web conferencing solution with the highest NPS among businesses. This report reinforces what we have always believed to be true – virtual meeting tools should be simple, fast, and reliable. Period.

Click here to download the full report.

         

[Webinar] 5 Ways to Deliver Exceptional Customer Care in 2015

We all know that customer service and support is shifting to a customer success management model. This is the ability to deliver great, consistent customer experiences across all channels that drive retention, revenue and margins. Without this, customer experiences will not meet expectations and customers will go elsewhere, resulting in decreased retention and, in return, revenue.

Join us on Tuesday, January 27th at 1pm ET for an interactive webinar with Constellation Research's Dr. Natalie Petouhoff and Ray Wang.

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They will share the latest in emerging trends and what business leaders must do to deliver exceptional customer care in 2015 and beyond. They’ll uncover:

  • How digital disruption and the emergence of mobile has impacted customer care
  • Why next generation customer experiences have to be customer-centric
  • The importance of delivering ubiquitous customer care to customers
  • Why choice of support channel is up to the customer, not the company
  • How to perfect chat to reduce costs and improve the experience

Register today!

         

Perfecting Mobile Engagement: Email

 

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This is part two of our series in which we explore the conclusions of our recent mobile engagement “readiness” whitepaper, Are You Mobile-Minded Enough to Keep Your Customers Happy? In this post, we delve into what makes for a mobile-minded email experience.

With customers constantly on-the-go and multi-tasking, email still ranks high as a satisfactory way to contact a retailer, but there are several deal breakers that can preclude companies from delivering an optimal mobile email experience.

Limiting what can be addressed (e.g. order-related issues, product information, etc.), long response times (or no response at all), providing links in the response that are not mobile optimized, and a lack of personal touch are some of the problems we found when contacting retailers via email. These issues create a bad user experience and can have a significant effect on customer satisfaction, conversion and retention.

On the bright side, 82% of the retailers we contacted provided email contact information – via a form or email address – on their mobile website or in their mobile app, and most made it readily available, taking an average of 2.10 clicks to find it.The same percentage was able to resolve the issue without escalating to a second channel (e.g. phone or chat) or requiring a second email. The key to a successful mobile email engagement is a combination of all of these best practices, so customers are able to find the email contact information easily, and companies are able to provide detailed responses and recommendations quickly.

Download the whitepaper to see the full list of email best practices and deal breakers, including specific examples and a calculator to measure your company’s mobile-mindedness. In our next post, we will dig into the intricacies of the call center.

         

LogMeIn Sets Date to Announce Fourth Quarter and Fiscal Year 2014 Results

BOSTON, January 20th, 2015 –LogMeIn, Inc. (NASDAQ:LOGM) today announced that it will report its fourth quarter and fiscal year 2014 financial results for the period ended December 31, 2014 following the close of market on Thursday, February 12th, 2015. On that day, management will hold a conference call and webcast at 5:00 p.m. ET to review and discuss the Company's results for the fourth quarter and fiscal year.

  • What: LogMeIn Fourth Quarter and Fiscal Year 2014 Financial Results Conference Call
  • When: Thursday, February 12th, 2015
  • Time: 5:00 p.m. ET

Live Call:    

  • + 1- 888-427-9376 (U.S. and Canada)
  • + 1- 719-325-2323 (international)
  • 9261007 (conference ID)

Replay:

Webcast:         http://investor.logmein.com/

 

About LogMeIn, Inc.

LogMeIn (Nasdaq:LOGM) transforms the way people work and live through secure connections to the computers, devices, data, and people that make up their digital world. The company's cloud services free millions of people to work from anywhere, empower IT professionals to securely embrace the modern cloud-centric workplace, give companies new ways to reach and support today's connected customer, and help businesses bring the next generation of connected products to market.

LogMeIn is headquartered in Boston's Innovation District with offices in Australia, Hungary, India, Ireland, and the UK. 

LogMeIn is a registered trademark of LogMeIn in the U.S. and other countries.