New From Forbes Insights: Tooling Up for Collaboration

Collaboration is a significant driver of success for businesses. The number of meetings is on the rise, bringing the challenges of coordinating across a globally dispersed and mobile workforce. Virtual meetings are essential, yet many companies are running into roadblocks including late-starts, connection problems, sub-standard audio quality, draining productivity. With these challenges, it is not surprising that our research shows that two-thirds of executives report that fewer than half the meetings they attend are worth the time.

So, how can companies meet better, collaborate better, and thus BE better? In this new report “Tooling Up for Collaboration”, Forbes Insights has combined the opinions of top executives and consultants with our findings to advise on collaboration needs, considerations, and best practices. They’ve identified the following insights for companies to consider:

  • Complexity is on the rise.
  • The need to manage complexity drives the value of collaboration.
  • Properly deployed, today’s technologies deliver exponential improvements in the ability to collaborate.
  • Advancements in the ability to collaborate are driving extraordinary improvements in overall business performance.
  • Collaboration drives business results. Simplicity in tools drives collaboration. 

This fifth and final insight we find most striking. While companies must play in the virtual meeting space and accept that meetings are no longer limited to a boardroom, they also need to beware of investing in complex solutions requiring extensive integration. In most cases, the simplest, most intuitive, easiest-to-implement and use solutions are by far the most effective in fostering collaboration

In the end, a collaboration tool is most useful if it is easy to implement, and then embraced by the organization.

Download a copy of the new Forbes Insights report and check out the infographic below for some quick highlights.

FORBES-JoinMe-Infographic

         

LogMeIn Names Edward K. Herdiech Chief Financial Officer

BOSTON, December 15, 2014LogMeIn, Inc. (NASDAQ: LOGM) today announced the promotion of Edward (Ed) K. Herdiech to chief financial officer (CFO) and treasurer, effective January 15th, 2015. Having joined LogMeIn in 2006, Herdiech currently serves as the company’s senior vice president of finance and principal accounting officer.

“Ed has played an important role in LogMeIn’s expansion and growth, including the company’s IPO, and has long been a highly valued member of our leadership team,” said Michael Simon, LogMeIn co-founder and CEO.  “A proven leader of our finance organization, Ed brings unique experience to our company, as well as our Board of Directors. It’s a well-earned promotion, and we look forward to adding Ed’s leadership and complementary expertise to our executive team.”

“LogMeIn continues to be one of Massachusetts’ great technology success stories, and we believe we’re still early in this journey,” said Herdiech. “It has been an incredibly rewarding experience, and I look forward to helping our strong leadership team usher the company into its next chapter of growth and success.”

Current LogMeIn CFO Jim Kelliher has resigned from his position to pursue an executive role at a Boston-area technology startup. Kelliher, who has served as CFO since May 2006, will assist Herdiech during the transition.

“Jim played an instrumental role in LogMeIn’s early growth from a startup with $15 million in revenue to a publicly traded market leader with more than $200 million in revenue. He was a key driver behind our IPO, as well as our recent move to Boston,” added Simon. “We sincerely thank him for his leadership and foundational contributions to our continued success.”

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.

         

BOLDCHAT’S LATEST RELEASE ENHANCES INTERGRATION CAPABILITIES

We’re excited to announce a new release of BoldChat (v7.9) that includes features designed to maximize agent productivity and increase customer satisfaction. Increased connectivity and accessibility to information made possible with our new integration capabilities enables companies to provide efficient and streamlined support, tailored to each customer’s unique needs.

Partnering with Lionbridge to provide real-time chat translation technology, BoldChat now allows agents to seamlessly engage with customers in multiple languages and provide consistent, cost-effective support across the world.

With this release, we are also launching the Integration API, which enables companies to leverage external systems’ data (e.g. CRM, ticketing, etc.) within the context of their chat interactions, increasing agent efficiency, effectiveness and overall customer satisfaction.

In addition to integration enhancements, our latest release also includes:

  • Automatic Chat Distribution Invitation Throttling helps optimize proactive invitations and chat wait times
  • My Canned Messages Shorthand to boost operator productivity
  • Credit Card Number Obfuscation offers enhanced data privacy controls
  • After-Chat NPS Survey & Report gathers NPS data to measure customer loyalty and happiness

Contact us to schedule a demo today!

Boldchat translation image 7.9 copy

         

New Year, New Central

In early January, we’ll be taking the wraps off new versions of LogMeIn Central designed to deliver new value to our IT customers, while making it far easier for each and every Central customer to get the right product – and the right capabilities – to meet their specific needs.

So what will this new Central look like and what’s in it for you?

We’ll be revealing the full details of the new offering early in the New Year, but at a high level, the new Central will be delivered in three simple versions, making it far easier for customers to get the right fit for their needs. The foundation of this simplified and improved offering will start with faster, more elegant remote access capabilities, raising the high bar on what you’ve come to expect from LogMeIn. From there, we’ve designed each distinct edition based on your feedback.  Just need to remotely access PCs and Macs without all the other bells and whistles? We’ve got you covered. Looking to extend remote access to your employees and customers so they can remain productive when outside the office?  We’ve got the perfect mix for you. Rely on Central for business-critical IT management and automation?  We’ve got the professional grade innovation ready to go in a nice simple package.

We’ll be sharing more in the coming weeks. So stay tuned.

         

[INFOGRAPHIC] MOBILE IS TRANSFORMING CUSTOMER ENGAGEMENT

CMobile Engagement Infographicustomers are engaging with businesses in more ways and on more devices than ever before, and businesses require robust customer engagement solutions to support those interactions. We conducted a global study of nearly 6,000 mobile device owners across ten countries to examine the current state of mobile engagement, customer expectations and preferences, and the differences between those shopping and those seeking support on their mobile device. We believe it is the most comprehensive piece of research ever done on the subject of effective mobile engagement.

Among the findings:  72% of consumers use mobile devices to shop or research products and services; ½ of them engage with companies in some way on their mobile device (i.e. email, chat, etc.); and, unfortunately, they are unsatisfied with their mobile experience more than 40% of the time.

You can get a full copy of the Effective Mobile Engagement research report, or get some quick highlights from the infographic.

         

Managing the Customer Shift to Online Channels

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Customers are taking control of their relationships with companies, and that is having a profound impact on the Customer Experience.  Customers want immediate, thorough, and successful omni-channel customer care.  They use Web self-service, mobile apps, and social media before contacting customer service.  When customers do reach out to companies, they expect agents to know their needs, preferences, and problems from the self-service, and from previous interactions, and to resolve them without escalations or repeated contacts.

Naturally enough, many customers insist on being connected to the “best agents”:  those proficient at solving similar problems, or with whom they had previously interacted, rather than the “next available agents.”  Customers also will go to web sites or on social media while conversing with agents.

At the same time, the smartphone is becoming customers’ preferred interaction device.  Frost & Sullivan forecasts that the number of smartphones shipped in North America will nearly double over the next few years, from 213 million in 2013 to 410 million in 2018.

In this environment customers are turning to online channels.  A 2014 Frost & Sullivan survey reports that chat, mobile app, social, video, and Web channel usage will increase, while IVR, live agent, and email demand will decline; for good reason: online channels provide immediate, visual, shareable, and easily referenced communications.  They also allow agents to send links, images, clips, and documents inline.  When combined with remote support, online channels become more effective by enabling agents and customers to interact with each other while agents are solving technical problems on their computers or smart devices.

It is not outrageous to predict that online and Web-based channels will eventually become the standard means of customer interaction.  The online-savvy, next generation consumer is becoming the mainstream decision-maker.  Meanwhile, voice and video are being supported online through browser-based WebRTC:  which eschews separate traditional telephony and its attendant infrastructure.

But successfully providing online channels is not without challenges.  Each application has to connect seamlessly and securely and with associated solutions, such as analytics, CRM systems, knowledge bases, and multichannel routing.  Applications must also be intuitive to use and easy to deploy.  New solutions like WebRTC are still in their infancy.  WebRTC agents must be carefully selected and trained for online channels, particularly with social channels, as these are public conversations where agents act as spokespeople and have brand responsibility.

A new Frost & Sullivan webinar with LogMeIn, “The Future of Customer Engagement:  Keeping Pace with the Connected Consumer,” on Wednesday Dec.3 at 1pm ET will dive into the factors that enable a successful Customer Experience through online channels.  We invite you to join and also to participate in the session’s interactive Q&A.  The webinar will look at the related issues of supporting connected devices, also known as “the Internet of Things,” the role of demographics and the rise of new channels, and the growing importance of Customer Effort (CE). Please register here to learn from and to take part in this important dialog.

 

         

Engineering Continued Success in Omni-Channel Customer Care: Keep an Eye Out for Emerging Channels

Our previous post highlighted how best-in-class customer care organizations ensure consistency when serving clients across different touch-points. We noted that success in omni-channel customer care is not only about delivering seamless messages across different channels; it also requires companies to use the right touch-points to interact with clients. In this post, we’ll highlight how the best-in-class accomplish this goal, as well as ensure that they successfully integrate emerging channels within their customer experience management (CEM) channel-mix.

Findings from Aberdeen’s March 2014 The Business Value of Integrating the Contact Center within your Omni-Channel Strategy study shows that leading contact centers are 72% more likely than their lower performing counterparts to have a formal process for measuring how interactions through specific channels impact customer care outcomes. Execution of this activity is enabled by first determining the key performance indicators (KPIs) relevant to the organization’s CEM objectives, and then measuring how the interactions through each touch-point impact these KPIs. Findings from this process help organizations understand if they utilize each channel effectively. These insights are also used to improve customer care activities executed through specific channels – especially if these channels yield sub-par performance gains.

As noted in the title of this post, engineering successful omni-channel customer care programs also requires firms to constantly keep an eye out for emerging channels. For example, Aberdeen’s Social Customer Care: Steps to Success in 2014 study shows that the adoption of social media by contact centers has increased more than four-fold between 2010 (12%) and 2014 (58%). Similarly, while only 30% of companies within our The Business Value of Integrating the Contact Center within your Omni-Channel Strategy study report using live chat as part of their customer care programs currently, 39% of the respondents indicated that they are planning to incorporate it within their CEM programs.

Mobile touch-points are another area many omni-channel contact centers are focused on. Mobile itself is not a channel. It refers to organizations serving clients through modalities where the consumers can interact with the business through a mobile device (e.g. tablet, smart phone or even wearable technology devices). Examples to mobile modalities include text messages, mobile applications and mobile websites. Companies use these touch-points to varying degrees, but overall, observation from our research indicates that there is a growing trend among contact centers to serve clients through mobile modalities.

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. This validates that the value in emerging channels is not a myth, but a reality – one that contact centers must address. We recommend companies regularly monitor client needs and wants through voice of the customer programs to determine the specific channels their buyers prefer to interact with the business. This will help organizations remain abreast of any changes in customer expectations, as well as identify any emerging channels used by the customer base. Organizations with this process will ultimately be the ones who will succeed in the long-run when operating in an omni-channel marketplace.

         

Don’t fall prey to the hidden costs of on-premise remote support!

Vendors of on-premises remote support solutions will have you believe that their up-front charges are conveniently “all-inclusive,” which sounds enticing.  Upon further analysis, a sobering reality often emerges – along with an unexpected required investment.

We’ve created an infographic to help you gain visibility into the true costs of on-premises remote support.  We hope it helps when considering your options.

For more information about LogMeIn’s SaaS-based, remote support solution, Rescue, simply click here.

On-premises vs. SaaS Remote Support

On-premises vs. SaaS Remote Support

         

The Path to Best-in-Class Results in Omni-Channel Customer Care

The most reliable consultant

In our previous post, we highlighted why omni-channel customer care is not an option, but a requirement. In doing so, we noted that a best-in-class omni-channel program is not about adding more channels within the customer interaction channel-mix. Rather, it’s about using the right touch-points and ensuring consistency of messages delivered through those touch-points. In this post, we’ll discuss several strategies best-in-class contact centers use to accomplish this objective.

One of the key characteristics that differentiate these leading contact ceneters is their ability to empower their agents with necessary insights in a timely manner. Findings from Aberdeen’s March 2014 The Business Value of Integrating the Contact Center within your Omni-Channel Strategy study shows that the best-in-class are 38% more likely to provide agents with access to all relevant customer data via a single screen on the agent desktop, compared to their lower performing counterparts. This means that agents within these top-performing organizations don’t need to spend time searching for relevant insights to serve clients, and also have easier access to customer data captured through different touch-points. It is this latter point that helps them ensure that the messages clients receive across different channels remain consistent. In an omni-channel marketplace, delivering consistent messages across different touch-points would be almost impossible without empowering contact center agents.

Another best-in-class activity driving success is contextual routing of customers. This refers to an organization’s ability to identify the specific issues of each client, as well as the individual account information, and using tailored workflows to assign customers with specific needs to agents who are capable of handling the particular issue. This activity ‒ used 83% more widely by the best-in-class than other firms ‒ is also used to ensure that customers are routed to agents who are skilled in handling interactions across specific channels. Naturally, not every agent is skilled in delivering support across all touch-points. Some might be skilled in handling voice interactions, whereas others might be more skilled with text-based channels and have advanced social media skills and knowledge. Developing a competency profile for agents and using this as part of the contextual routing process helps leading contact centers connect the right customer to the right agent, while also ensuring that the agent maintains the consistency of the messages delivered through different touch-points within the customer journey. Read Aberdeen’s related study to learn more about how the best-in-class build a contextual routing process to achieve the aforementioned objectives.

Evaluating the effectiveness of each channel is another key characteristic of the Best-in-Class –one that is worth drilling into further considering the rapidly increasing number of touch-points companies incorporate within their customer interactions. In our next post, we will assess how the top performers optimize their channel-mix, as well as the use cases of several emerging and recently well-established channels.

         

CUSTOMER ALERT: NEW PHISHING EMAILS MIMIC INVOICES

We've getting reports from both LogMeIn customers and the general public about suspicious emails that are designed to look like they are coming from LogMeIn addresses -- they have all the hallmarks of phishing attempts.  The email subject lines vary slightly, but include language about an 'Invoice' and 'Credit Card Declined.'  We want to make it clear that these did NOT come from LogMeIn and people should not click on any of the links in the emails.

As part of our commitment to security, we want to make sure our users and the public are aware of these specific emails, and we wanted to share what we've learned, as well as provide an easy way for people to identify the tell tale signs of phishing attacks.

Example subject lines on the emails are:

Email 1: LogMeIn Payment Invoice #48209182 - Credit Card declined

Email 2: LogMeIn Central Invoice #67018011 - Credit Card declined

Intended behavior/action:

Tries to lure you to click on a link to a fake invoice page.

What they look like:

Email (text/copy):

Dear client,

Your LogMeIn Central subscription is due to expire on December 11, 2014.

We were unable to charge your credit card for the due amount.( Merchant message - Insufficient funds)

Please remit the payment for the due invoice before Dec 11, 2014 to avoid service interruption.

The payment invoice has been issued and can be downloaded from our website :

<LINK REMOVED FOR SAFTEY>

If the problem persists, contact us to complete your payment.

Thank you for choosing LogMeIn

As with all suspicious emails, please don't click on any links or open/download any attachments in these messages.  We'll update this post if we learn more, but please be sure delete these messages if you receive them.  We also recommend taking a look at our primer on how to protect yourself against phishing attacks.