update.me – collaboration, innovation, and engagement

Week of April 24

The collaboration landscape is ever-changing. In today’s workplace employees are using whatever devices and apps that are going to help them be more productive. With the advances made in consumer IT, employees looking to gain the benefits of more agile virtual meetings and avoid the headache of using traditional web conferencing tools have already turned to their own devices. The articles below are just a few that have been published over the past few weeks that focus on workplace collaboration, expectations of the increasingly mobile workforce and video conferencing.

CIO_updateme_200x2006 IT leaders share tips to drive collaboration
Collaboration tools are destined to fail when IT leaders look to solve problems that don’t exist. Here’s how CIOs and IT managers ensure their collaborative platform efforts aren’t futile. This article discusses three ways CIOs can ensure success.

Follow: @CIOonline
Tags #collaboration



3.24.fortuneMeeting Expectations of the Collaborative, Mobile Workforce
Demand for ad hoc meetings is being driven by the rise of Generation Y in the workplace. As a growing part of many organisations, they’ve come to expect constant communication and instant connectivity, so waiting around for a meeting is avoided at all costs. Instead they prefer on-the-spot collaboration as a means to save time and money, and be more efficient.

Tags: #mobile #mobilemeetings


3.24.cioinsightsWith cloud video conferencing, the sky’s the limit
Research tells us this: Video conferencing is really moving to the cloud. According to the Nemertes Research 2014-15 Enterprise Technology Benchmark, which gathered data from approximately 180 companies, nearly 30% of companies have already implemented cloud-based video conferencing services and another 2% plan to do so in 2015. This article explores the factors driving video conferencing adoption.

Follow: @SearchUC
Tags: #videoconferencing


Tip Tuesday- All About join.me Audio

Do you know what day it is? Tuesday! This means it’s time for our weekly “Tip Tuesday” blog covering all the essentials of using join.me. Productive meetings are all about getting everyone on the same page and one of the ways you can ensure your meeting goes as planned is to make sure your audio conference is optimized.

This week we are sharing two videos that cover the basics of audio conferencing.Need a quick tutorial on starting audio? Start with “Get Started with join.me Audio”:

Interested in getting the lowdown on how to choose hold music or change your default audio settings? Check out “Awesome Audio” video on our YouTube channel here.


BoldChat’s Latest Release Enhances Testing & Reporting Capabilities

We’re excited to announce a new release of BoldChat that includes features designed to provide businesses with greater control of their BoldChat implementation. Our new capabilities enable companies to not only engage more closely with their customers, but also to manage, test, and report on those engagements in a meaningful way to drive their business forward.

BoldChat’s new Chat Experiment Engine allows companies to test multiple variations of buttons, windows, invitations, and invite rules or rulesets simultaneously. With multi-dimensional segmentation variables – first time vs. repeat, geo-location, device, page or referrer URL, etc. – and defined control group sizes and durations, businesses have the tools they need to gain valuable insight into their chat strategy and optimize for improvement.

Chat Experiment Report

In addition to the Experiments feature, this release also includes:

  • Mobile Routing – allows chat traffic to be routed or prioritized based on whether or not the visitor is using a mobile device
  • Email Grid Enhancement – ability to view information about queue time for emails
  • New Reports
    • Experiment Summary – provides a quick comparison to see how visitors responded to items in your experiment versus the control (current deployment)
    • Experiment Detail– provides advanced insight into the results of an experiment
    • Email Time to Respond – measure and analyze how long it takes operators to respond to an email
    • Average Time in Queue – measure and analyze how many chats were queued for various amounts of time before being assigned

Contact us to learn more!



Turn support into a friendly experience


When customers first make a purchase, they’re happy. But when your support technicians hear from these customers, the mood has shifted. They’ve got a problem; they’re annoyed and frustrated and maybe even angry. Whatever’s happening on their end, they’re likely thinking that their problem is your fault.

Whoever’s at fault, your support technicians are the ones responsible for bringing your customers back to feeling positive about your company. That won’t happen if the attitude they’re conveying is impatient, accusatory, or if they are more interested in quickly closing out a ticket or casting blame onto someone else.

It’s not always easy for support technicians to stay positive. That annoyed, frustrated, and angry customer may be paying little or nothing for support, and you’ve got a budget to worry about. Furthermore, that customer’s problem may have no direct connection to your product or service whatsoever. No team or company is capable of supporting every conceivable issue; to attempt to do so would be an exercise in futility.

How, then, can one optimize the effectiveness of customer support?

First things first: try to figure out what the cause of the problem (even if you know it’s not your fault). Try to engage the customer on a personal level and help him or her solve the problem, even if you quickly ascertain that your product or service is not at fault.

Your organization will make a more positive impact if your support team can suggest a solution, provide the customer with helpful steps to follow, or identify right party to contact, rather than dismissing their request altogether.

If the problem is related to your product or service, the questions you’re asking or the directions you’re giving may increase the customer’s frustration and annoyance level, rather than alleviating it. A remote support tool that enables you to take over the customer’s computer so that you can see what they’re seeing, and show them how you’re making a fix, can make a world of difference. Better yet if that remote support tool has video capabilities, your technicians will be able to diagnose and resolve issues without having to rely on inefficient (and often erroneous and incomplete) verbal and written descriptions of what’s going on.  This lets you see problems that your customers might not have noticed.


update.me – collaboration, innovation, and engagement

Week of April 17

There’s been a shift to cloud adoption, mobile working, and employee-introduced technology in today’s workplace. The rise of BYOA and the move to the cloud means today’s workforce is no longer governed by a 9-5 mentality. Being connected anytime, anyplace, anywhere is the new normal. According to industry analysts at Gartner, apps developed for mobile devices will outnumber those developed for the PC by four to one in 2015. At join.me, we believe in delivering a simple and instant experience for our users on both a desktop and their mobile device. Here are a few articles that discuss the importance of mobile, the cloud and some cloud apps that can help improve your productivity.

huffpost2_200x200How the Cloud Is Reshaping Business Communications
Big enterprise level companies discovered the “cloud” five to seven years ago for lowering costs, reducing head count and enabling virtual teams to work together more cohesively in and outside the company. The bottom line benefits for integrating the cloud with your business: improving your web presence getting access to more business applications you weren’t even aware of, lower cost/high value hosted communications and improved collaboration with your staff, customers and distribution channels.

Follow: @HuffingtonPost
Tags: #cloud #businesscommunication


Entrepreneur_updateme_200x20021 Apps to Boost Productivity, Accountability and Success
No matter how you work or what type of business you run, being productive is a must. But techniques and strategies aren’t enough if you don’t have the tools needed to implement them. This article shares 21 apps that are guaranteed to boost your productivity, accountability and success.

Follow: @Entrepreneur
Tags: #productivity #productivityapps



CIO_updateme_200x200CIOs need to support B2B mobile innovation
Mobile is becoming a critical factor in driving product, service, and process innovation as well as in enhancing customer and employee engagement. As business enablers, all cloud initiatives must include a mobile element – and vice versa. Mobile devices, applications, and content management form the basis for any comprehensive strategy to address the B2B mobile mind shift.

Follow: @ciouk
Tags: #mobile


Techrepub_updateme_200x20010 ways mobile apps are bringing breakthrough technologies to business
Tens of thousands of mobile apps have been deployed by companies in the past three years. What we’ve learned from these deployments is that certain application scenarios are head and shoulders above others in terms of their usability and their ability to make a difference in the business. Certain mobile apps have worked exceptionally well and are beginning to provide us with some outstanding examples and mobile app best practices. Here are 10 of them.

Follow: @techrepublic
Tags: #mobile #biztech




New Harvard Business Review Webinar: A Digital Toolkit to Optimize Your Next Meeting


Despite our current workplace landscape being mobile and globally dispersed, an organization’s work still often takes place through meetings, both in-person and virtual. Successful collaboration requires successful, well-organized meetings. Yet, people often feel that time is wasted in meetings, and they aren’t nearly as productive as they could be. But that doesn’t have to be the case – there are a number of digital tools that can help optimize all your meetings for success.

On April 27, in a live webinar hosted by join.me and Harvard Business Review, digital researcher and strategist, Alexandra Samuel, will discuss her digital meeting toolkit of simple, easy-to-use tools that can make every meeting more productive.

Samuel will recommend a list of tools to use before meetings for scheduling and planning, during meetings for note taking and brainstorming (or “mind mapping” as she calls it), and for post-meeting information sharing.

If you invest a great deal of time in meetings and would like to learn how to make them more productive, join us for this live webinar discussion. You will leave with a toolkit of simple, easy-to-use tools to help optimize your next virtual or in-person meeting.

Register here for this April 27th webinar.


[WEBINAR]: Adapting Digital Support to Meet Customer Needs

With so many people living with more digital devices, it’s not surprising that so many customers are looking for digital support. Organizations recognize this is what their customers want, yet they may not be able to figure out how to incorporate a digital channel into their support mix. Not figuring this out can come at a high cost, as ignoring customer support preferences is very high. Research suggests that a significant majority of customers have stopped doing business with a company because of one bad support experience.

On April 22nd, at 12 p.m. EDT, we’re hosting a webinar titled “Adapting Digital Support to Meet Customer Needs.” During this webinar, Aphrodite Brinsmead, Senior Analyst of Customer Engagement at Ovum Consulting, and our own Ross Haskell, Senior Director of Products for BoldChat, will share insights from Ovum’s latest research report, which includes survey data from both customers and contact center managers about support channel preferences. They’ll focus on translating customer preferences into customer support strategies that will help increase problem resolution – and customer satisfaction.

Topics covered include:

  • What customers find so frustrating about today’s support channels
  • Why digital channels are taking off
  • Top contact center priorities for 2015
  • Adapting support channels to improve customer satisfaction
  • What’s unique about mobile engagement

Whether you’re considering adding digital channels to your support mix, or just plain curious about this important trend, you won’t want to miss this event. Register for this webinar, here. (If you miss it, the replay will be available shortly after.)


Rescue Lens: Seeing is Believing!

Ever want to see exactly what your customers or field agents are seeing when they’re trying (unsuccessfully) to describe a problem? How often is your workflow slowed down because you need to send out a team of field service agents to resolve a customer’s problem? And normally, it’s a really quick and easy fix, right?

lens_img1_v2Now available – Rescue Lens! A brand new feature within LogMeIn Rescue 7.6, Rescue Lens allows your support reps to provide real-time video-assisted support, giving them a firsthand look at the end users problem.

Whether it’s a loose connection, an unplugged plug, a jammed printer, or a missing piece of wire, simple problems can be easily overlooked when something is not working right. With Rescue Lens, end users will be able to show their problem to the technician using a smartphone or a tablet camera to stream live video back to the support technician. Once the Rescue Lens App is installed on their Android or iOS device, they are ready to go.

With video-aided support capabilities, your technicians will be able to diagnose and resolve issues without having to rely on inefficient (and often erroneous and incomplete) verbal and written descriptions of what’s going on. Best of all, Rescue Lens is fully integrated into LogMeIn Rescue. Your technicians get another view of a support situation, and the Rescue Lens session is captured along with all of the typical session details, including video recordings when needed. In addition, all of the information can be synced with any integrated ticketing systems!

Check out our website for more information.


Tip Tuesday – Getting Started With join.me

Last week, we kicked off a new blog series called Tip Tuesday, to give our users insight into how to best use join.me to improve their meetings and collaboration.  We shared a video on how first-time users can easily download and install join.me, and start collaborating in just seconds. This week, let’s continue with some more basics of getting things started!

You may not be hosting the next join.me meeting you attend, but we’ve still made it very simple to join. Learn how to easily connect in to the next join.me you’re invited to with this short video.  You can share this video with any meeting attendees who are new to join.me, to show them how to join your next meeting.

Once you’ve joined your meeting, you’ll notice we provide a few options for audio, including location-based telephone conference numbers, and free web-based VOIP. Learn more about your audio connection options in this video.

For more tips, view the full User Tips library on our YouTube channel, and keep checking here on Tuesdays for your next tip!


Live Chat: Third Most Used Help Desk Technology

If you’re anything like me, you’re always interested in learning about what your peers are doing and how you stack up against them. Those of you who work on the help desk might want to check out this recent report by Market Researcher Craig Borowski of help desk research business, Software Advice.

frequentlyusedhelpdeskWhile parts of the report are aimed at those who aren’t familiar with help desk software, skim over the basics and review the findings of the survey they conducted among IT professionals, worldwide. The survey covers a lot of ground, from data on the use of on-premise vs. cloud software, to overall investment plans for the coming year. One of the most interesting findings was the prevalence of live chat in the help desk environment. With 45% of survey respondents using it, live chat was third on the list of most frequently used software functionality. Live chat placed behind ticketing (66%) and reporting and analytics (51%), but ahead of device monitoring (41%) and software management (also at 41%).

Live chat is a great way to improve customer and end-user satisfaction, decrease handle time, provide an instant log of a support call, and create a personal connection with those looking for support. For additional findings, take a look at the full report.

Software Advice also published a report completely dedicated to the use of live chat for customer support earlier this year. If you missed it, you can check out our blog post or find the full report here.