New BoldChat Mobile Release

bold2We’re excited to announce a new mobile release of BoldChat that introduces new ways for companies to deliver a superior mobile customer experience! To truly be competitive, companies must think about their mobile strategies as more than just a mobile optimized website and start to offer multiple, intuitive ways for consumers to seek help, ask questions and gain insights, from in-app and website chat to text messaging to email to social media.

According to our recent study, more than 70% of consumers now use mobile devices to research products and services. However, the same study found that many businesses have not adapted quickly enough to meet the needs of today’s mobile consumer, with consumers rating more than 40% of their mobile shopping experiences as unsatisfactory.

The new BoldChat mobile release, available later this summer, includes:

  • In-app mobile SDK designed to make it easy for companies to deploy proactive and reactive chat within mobile applications, and give consumers another convenient way to engage with brands.
  • Sample iOS and Android apps to help speed mobile live-chat deployments and the associated time to value.
  • Mobile reporting across iOS and Android app environments, as well as mobile browsers to help businesses create targeted plans for optimizing engagements, while providing a more responsive, holistic and satisfying consumer experience.

These capabilities build upon current BoldChat mobile capabilities, including:

  • Integrated support for customer interactions across SMS, live chat, email and social channels to streamline customer service and support management while offering multiple ways for customers to interact with a brand.
  • Mobile optimized proactive and reactive browser-based chat to help companies quickly tailor their web customer experience for mobile consumers.
  • Layered chat windows to provide a sleek, intuitive way for customers to browse and chat simultaneously, without having to switch between views or separate windows, by providing a sleek, transparent overlay on top of a browser page. The visitor can use familiar touch-based gestures to control chat-based conversations on their terms, including minimizing the view and calling it back up on demand through a slide swipe or tap.
  • Mobile indicator alerts to help customer service agents identify that a customer is engaging them from a mobile device, so the agent can modify the speed, length, and context of their response.

We will be offering demonstrations of the new BoldChat mobile release at the Internet Retailer Conference and Expo (IRCE) 2014 in Chicago next week (booth number 609), June 10-13, with general availability slated for later this summer. If you’ll be there – be sure to come by our booth and be one of the first to preview the new in-app live chat capabilities!

 

(Image Source:  In case app by Incase) (CC BY 2.0)

         

Cubby introduces new features

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We are excited to announce new features to Cubby that will improve your individual file sync and share experience and bring more visibility to Cubby Enterprise team leaders. These new capabilities bring greater insight into history and archived items, real-time file use, visibility into team content and improved performance.

Cubby Enterprise – Access to Team Content

Team leaders now have the option to access to view their team members content. This allows seamless access to content for team leaders if a team member has left the team or the organization.

For team leaders:  How can you view your team members’ cubbies?

  1. Log in at cubby.com
  2. At the top of the page, click Team.
  3. Click the your team tab.
  4. Click enable content access.
  5. For any user, click view cubbies and the user’s cubby list is displayed.

Items to note: As a team leader you cannot view a locked cubby unless specifically shared with you by a user. To view a locked cubby that has been shared with you by a user, go to your own personal cubby list and look for the locked cubby on your list.

For team members:  What can your team leader see?

  • When you are in a team, your normal cubbies can be viewed by your team leader
  • A locked cubby can’t be viewed by your team leader unless you choose to share it

Cubby Free, Pro & Enterprise Updates

Detected Changes

Cubby users can now view a list of sync events detected by Cubby on a PC or Mac that’s running the desktop app. Simply click the Cubby icon in the notification area (system tray) and select Detected Changes

The following activities are tracked:

  • Add file 
  • Add folder 
  • Modified file 
  • Removed file 
  • Removed folder

Items to note: Changes are only detected when the Cubby desktop app is online. When coming back online, only the most recent change is listed for any given file. For example, if your teammates make five changes to a single file while you are offline, only the most recent change is listed when you come back online.

changes detected

 

“Changed by” list for archived versions

When viewing the archive for a file or folder, the name of the person who modified the version is shown in the changed by column for each archived version.

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Performance improvements

Cubby now has improved performance when syncing 50,000 files or more

For more information please visit Cubby.com

         

Hear You! Hear You!

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Your Voice Matters

Last month we launched a new feature to enhance the post-chat operator experience. The release is noteworthy not just for its powerful new feature, but because it highlights one of the tenants of our
software development process – building what our customers want. The post chat operator survey is a direct response to a customer request to develop a customizable wrap up for operators. Click here for the full story of how it happened on our BoldBlog.

 

         

Webinar: Monetizing the Bring Your Own App Revolution

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Join LogMeIn for a  live webcast on Thursday, June 5th 1:00- 2:00 EST as we discuss the findings from our recent BYOA research study, highlighting the challenges and the opportunities for IT service providers.

This research report, entitled “The next evolution for IT service providers: Shifting focus to embrace BYOA,” explores the impact of BYOA on the channel and provides actionable insights for IT service providers to monetize the opportunity and gain a strategic seat at the table. According to the findings, IT service providers’ customers are more empowered than ever – in fact, approximately 70% of end users’ companies report a BYOA presence

As an attendee, you will:

  • Gain valuable insight into the true scale and impact of BYOA
  • Learn how to strengthen your role as a strategic partner
  • Acquire key tactical steps to create services and drive new revenue from BYOA.

Don’t waste any time – register now!

 

         

LogMeIn to Present at Cowen’s 42nd Annual Technology, Media and Telecom Conference

We’re excited to share that our CFO, Jim Kelliher, will present at Cowen’s 42nd Annual TMT Conference at The Palace Hotel in New York, NY. Details around the session are as follows:

Cowen’s 42nd Annual Technology, Media and Telecom Conference

  • Date: Thursday, May 29, 2014
  • Remarks: 2:00 PM ET
  • Location: The New York Palace, 455 Madison Ave, New York, NY 10022
  • Speaker: Jim Kelliher, CFO

The presentation will be webcast live on the investor relations section of the company’s website at https://investor.logmein.com/and will be available for one month after the live presentation. For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com.

         

[Webinar Recap] 5 Strategies for Building Effective Mobile Engagement

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Customers 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 support pre- and post-purchase.

Last Thursday, May 15th, more than 250 attendees tuned into our webinar, 5 Strategies for Building Effective Mobile Engagement, to learn about:

  • Converting mobile engagements into transactions
  • The unique needs of today’s multi-device consumers
  • Key factors that contribute to a positive mobile experience
  • Insight into mobile shopper expectations
  • Top communication channels to drive mobile success

For five strategies and more, download and listen to the webinar now.

         

BYOA: Challenge or opportunity for the channel? New research uncovers key findings for IT service providers

channel byoa

BYOA and the “Consumerization of IT” has changed expectations of both the businesses and end users that IT services supports. Several forces have contributed to this shift including: the exponential use of personal devices for business purposes, rising levels of business data rapidly flowing into the cloud, and personal applications brought in and managed by end users themselves in ever-increasing numbers. It’s critical that IT service providers not only understand this, but are also prepared so they aren’t left behind and continue to provide value to their customers on a daily basis.

A new research report, entitled “The next evolution for IT service providers: Shifting focus to embrace BYOA,” explores the impact of BYOA on the channel and provides actionable insights for IT service providers to monetize the opportunity and gain a strategic seat at the table. According to the findings, IT service providers’ customers are more empowered than ever – in fact, approximately 70% of end users’ companies report a BYOA presence.

The future of IT services includes BYOA, and the time to monetize the ever-increasing number of consumer apps, and act as a trusted partner for current and future clients is now.

Key findings:

1. BYOA is here to stay.

77% say BYOA will at least stay the same, or increase significantly in the next five years. On the flip side, those who feel the BYOA trend will go away only think that will happen based on IT service providers and their clients taking
companywide actions.

2. IT service providers severely underestimate the impact of BYOA.

There are 7X more apps coming into the workplace than IT estimates. IT service providers in this global survey estimated there are, on average, 2.7 applications that were brought into their clients’ organizations by end users.

3. End users just aren’t happy with what they’re given.

More than half of the time, BYOA duplicates an existing solution. Whether or not you have apps for sync & share, collaboration, remote access and other functions, end users will always find, bring in, and adopt a solution they like
more than the one you offer in your portfolio.

4. BYOA is a tremendous opportunity for monetization.

77% of IT service providers are looking at the trend as an opportunity to develop packages that drive new revenue streams and offer a unique competitive advantage compared to their peers. In fact, 39% are already actively offering
BYOA services or beginning to package them, and an additional 39% are planning to do so in the future.

5. IT service providers that act like strategic facilitators will be most successful.

To establish their role as trusted IT advisor on BYOA, IT service providers must become strategic facilitators of cloud apps to the clients they support.

A full copy of the BYOA report, The next evolution for IT service providers: Shifting focus to embrace BYOA, is available for download.

We’ll be exploring key findings from this research in an upcoming webinar on June 5th and will be on the road at the following events to discuss BYOA and key opportunities to partner with LogMeIn:

         

LogMeIn to Present at the Raymond James Internet/Software Crossover Conference

We’re excited to share that our Chief Operating Officer, Bill Wagner, will present at the Raymond James Internet/Software Crossover Conference at The Fairmont in San Francisco, CA. Details around the session are as follows:

Raymond James Internet/Software Crossover Conference

  • Date: Wednesday, May 28th, 2014
  • Remarks: 3:30 PM PST
  • Location: The Fairmont San Francisco, 950 Mason St, San Francisco, CA 94108
  • Speaker: Bill Wagner,  Chief Operating Officer

The presentation will be webcast live on the investor relations section of the company’s website at https://investor.logmein.com/and will be available for one month after the live presentation. For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com.

 

         

LogMeIn to Present at the J.P. Morgan Technology, Media and Telecom Conference 2014

We’re excited to share that our Co-Founder and Chief Executive Officer, Michael Simon, will present at the J.P. Morgan TMT Conference 2014 at the Westin Copley Place in Boston, MA. Details around the session are as follows:

J.P. Morgan Technology, Media and Telecom Conference 2014

  • Date: Monday, May 19th, 2014
  • Remarks: 1:40 PM ET
  • Location: Westin Copley Place, 10 Huntington Ave, Boston, MA
  • Speakers: Michael Simon, Co-Founder and Chief Executive Officer

The presentation will be webcast live on the investor relations section of the company’s website at https://investor.logmein.com/and will be available for one month after the live presentation. For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com.

         

What’s New: LogMeIn Host Software Update

What’s New: LogMeIn Host Software Update

Versions 4.1.4380 (Windows) 4.1.4387 (Mac): This update includes a new look and feel for the LMI Control Panel and improved bandwidth usage when controlling a remote PC or Mac. When the client device is a Mac with a retina display, the visual experience has been improved.

The list of supported anti-virus software has also been extended for those using LogMeIn Central in combination with pro hosts.

Additionally, this update includes various stability improvements and fixes for Mac and Windows.