Update.Me – Collaboration, Innovation, and Engagement News

Week of January 30, 2015

We hope everyone fared storm Juno safe and sound. Many people in the Northeast spent a day or two working from home, which was a good opportunity to take note of how important virtual collaboration is when you’re not in the office. Social media was buzzing with various “tips and tricks” on staying productive during a snow day. This, and more, in this week’s update.me round up.

Eight Ways to Make Working from Home More Efficient
This fun video from Fast Company covers the bases of how to stay productive when working at home. We shared our own productivity tips this week as well, and our team used join.me to conduct business as usual from the couch (though we can’t guarantee there wasn’t a snowball fight or two throughout the day).

How Digital Collaboration Will Evolve in 2015
This ZDNet article looks to the future of digital collaboration in the IT industry in 2015. According to the article, many companies are moving away from large-scale, corporate communities and trending toward lightweight tools and techniques for collaboration. Mobile tools have played an increasingly important role for teams, and the demand for mobile collaboration will continue to grow rapidly.

Snackable Stats about Company Communication and Collaboration Today
This collection of infographics from task management platform Twoodo is a great compilation of “snackable” statistics on communication and collaboration in the workplace. To note: 38% of global virtual teams say communication is their biggest issue, citing scheduling virtual meetings and bad tools as two of the main causes of the problem.

  • Tags: #collaboration #communication
  • Follow: @Twoodo

How to Have the Perfect Workday
Checking your e-mail when you wake up. Eating lunch at your desk. Skipping the gym to finish a project. These bad habits may have more of an impact on your overall productivity than you might expect. Check out this infographic from The Huffington Post that structures the “Perfect workday”, based on data that shows that the highest performers work for 52 minutes consecutively before taking a 17 minute break.



[Webinar Recap] 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. Delivering great, consistent customer experiences across all channels is critical to driving retention, revenue and margins. Without this, customer experiences will not meet expectations, resulting in decreased retention and, in return, revenue.

On Tuesday, January 27th, attendees tuned into our webinar, 5 Ways to Deliver Exceptional Customer Care in 2015 to learn about the latest in emerging trends and what business leaders must do to deliver exceptional customer care in 2015 and beyond. Constellation Research’s Dr. Natalie Petouhoff and Ray Wang discussed:

  • 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
For these five strategies and more, watch the on-demand webinar now.

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.


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.


4 Tips for staying productive during Winter Storms


#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:


… 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


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.

nps image

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.

ray wang image   natalie_petouhoff

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!