[WEBINAR RECAP] Quantifying the Value of Customer Experience

In March, BoldChat sponsored a Harvard Business Review webinar, “The Value of Customer Experience, Quantified.” Customer experience (CX) is a topic that’s very near to our hearts because BoldChat offers a channel for real-time and personal customer connection, one that can greatly enhance the customer experience.


Peter H. Kriss, Senior Research Scientist at Medallia, Inc

In this webinar, customer experience expert (and quant guru) Peter Kriss explained why a good CX matters, and how you can go about gathering the data that will help you gauge the impact of the CX on your organization. Peter offered two thumbnail client analyses which connected CX to future spending. You’d be surprised by just how big the payoff can be if you get the CX right. For one company, a customer who rated their experience a “10” was likely to spend 140% more in the future. For another company, a subscription-based business, those with a poor customer experience had a 43% renewal rate. Those with the best experience renewed at a 70% rate.

So, yes, customer experience matters. Big time.

Peter also provided some tips on gathering the info you’ll need for CX analysis: a history of feedback, customer level financial outcomes, the ability to link the two, having a sufficient sample size, and knowledge of other relevant influencers of spending (e.g., geography and income).

If you would like to convince your organization that something “soft” like CX matters (or if you need convincing yourself), watch the webinar replay.

And if you’d like to learn more about BoldChat by LogMeIn, you’ll find information here. (While you’re at it, you can test out our live chat!)


Two phishing emails making the rounds

We’re getting reports from both LogMeIn users and the general public of suspicious emails. These appear to be part of a blanket phishing attempt. While there are some differences, all of the reports we’ve received are meant to appear as receipts with subject lines like “Your LogMeIn Pro payment has been processed!” and “Order Confirmation #789508 for <your email address>.” We want to make it clear that these did NOT come from LogMeIn and people should not click on or open any of the attachments in the email. As part of our commitment to security, we want to make sure our users and the public are aware of this specific email, 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.

 Also, please note that LogMeIn employs DMARC, SPF and DKIM on emails sent from a @logmein.com address. These allow the recipient email server to make sure that the email was sent from an authorized source and that its contents are intact.

The checks are performed on the receiver side. All major email providers, for example Google, Yahoo and Outlook.com support these standards.

If you received a one of these emails, please contact your email administrator and point her to this web site http://dmarc.org/, as your email server is not checking for DMARC.

The email subject lines are:

  • Your LogMeIn Pro payment has been processed!
  • Order Confirmation #789508 for <your email address>

Intended behavior/action: Tries to get you to open corresponding attachment or a link, which contains malicious file.

The email body text examples are:

Example one:
Dear client,

Thank you for purchasing our yearly plan for LogMeIn Pro on 25 computers.

Your credit card has been successfully charged.

Date : 17/2/2015
Amount : $720 ( you saved $549.75)

The transaction details can be found in the attached receipt.

Your computers will be automatically upgraded the next time you sign in.

Thank you for choosing LogMeIn!

Example two:
Dear customer,

Thank you for purchasing our yearly plan for LogMeIn Pro on 25 computers.

Your order has been processed and your credit card has been charged.

For more information regarding this order, please review the attached order confirmation invoice.

To open the invoice, Microsoft Word must be installed on your computer and macros feature must be enabled.

LogMeIn Account: <your email address>
Date : 30 March 2015
Amount : $720
Credit Card : XXX-XXX-XXXX-8012

Your computers will be automatically upgraded the next time you sign into your account.

Thank you for choosing LogMeIn!

As with all suspicious emails, please don’t 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.


Update.me – Collaboration, Innovation, and Engagement

Week of March 27, 2015

The almighty cloud! Cloud computing offers advantages in productivity and collaboration, making it an integral part of every professional’s day-to-day work.  Companies are re-evaluating best practices and business processes, while workers are leveraging cloud solutions to be more nimble and productive. The articles below are just a few that have been published over the past few weeks that focus on cloud computing, including it’s affects on specific business lines and how mobile workers are adapting.

3.24.fortune12 Apps That Let You Manage On the Go
Working on-the-go no longer means carrying around your laptop, if you’re prepared with the right apps on your smartphone or tablet . Fortune Magazine lists the top cloud apps to help you manage your workload on the move – including join.me!

Follow: @fortunemagazine
Tag: #apps#mobile



3.24.eweekCFOs See Cloud Technology Boosting Collaboration, Analysis
New data shows that financial leaders are seeing great improvement in their business processes by using cloud solutions. Adaptive Insights surveyed 250 CFOs across the US and found that team collaboration has increased by 25%, while dependence on IT reduced by 24%.

Follow: @eweeknews
Tag: #cloud



3.24.cioinsightsGetting The Most Out of Apps in the Cloud Era
As the “power of the cloud” grows, tech leaders are at the front lines. This interview with Rod Smith, IBM’s Vice President of Emerging Internet Technologies, provides insight into the perspectives of and challenges facing developers and IT leaders.

Follow: @CIOInsight
Tag: #IT#developers




3.24.hbrFive Basic Needs of Virtual Workforces
As cloud-based solutions replace existing hardware and location-based solutions, more people are working virtually than ever before. Given this shift, HR leaders need to reevaluate their processes to continue to meet the needs of their mobile employees.

Follow: @HarvardBiz
Tag: #virtual#futureofwork





As you look at the next few days on your calendar, how many meetings do you have? Probably a lot – our research shows that 91% of employees are spending more time in meetings than ever before. So with more and more of your time spent in meetings, you’ll want to make sure they suck less and less. Take a spin through our infographic below to consider all the variables of your next meeting – time, location, snack situation – to help determine if your meeting will suck, and if so, what you can do about it.





[Webinar Recap] 5 Key Questions When Leveraging Live Chat for Support

With the increasing adoption of live chat as a support channel, more and more companies are wondering if it’s a good fit for them and how they can deliver an exceptional customer experience with chat.

On Thursday, March 12th, attendees tuned into our webinar, “Leveraging Live Chat for Support: 5 Key Questions Resolved.”  TSIA’s VP of Research, Technology and Social, John Ragsdale, and BoldChat’s Senior Director of Products, Ross Haskell, discussed why live chat is an important communication channel and how companies can best utilize it for customer support.

Questions covered include:

  • Does chat work for technical support?
  • How do I staff my live chat channel?
  • How does training for chat differ from phone?
  • Is outsourcing my chat channel a good option?
  • How many chat sessions should an agent manage?

For these answers and more, watch the on-demand webinar now.


Introducing Rescue Lens!

printer_iphoneWe’re excited to introduce Rescue Lens, a new video-aided support capability aimed to meet the needs of today’s connected customer! As part of our Support-Of-Things initiative, Rescue Lens allows technicians to remotely support virtually any product, enabling end users to utilize their personal smartphone or tablet cameras to stream live video back to support technicians. To start Rescue Lens, the end user simply downloads an app from the Google Play or iOS App Store, enters a pin code to ensure security, and points the camera.

Rescue Lens empowers your support technicians to quickly diagnose and resolve issues without having to rely on inefficient (and often erroneous and incomplete) verbal and written descriptions of what’s going on. Its real-time interactive video gives your technician a clear view of the problem at hand and the ability to help a customer solve it. Rescue Lens will introduce the following features:

  • Smart Whiteboarding: Annotate on any screen, on any device. This annotation stays in place, even if the device is moving.
  • Adaptive Video Quality: High quality video view that is fluid, regardless of the strength of the internet connection.
  • Auto Focus: Focus the camera on exactly what the end user needs help with.

See Rescue Lens in action in the video below:

And best of all, Rescue Lens is fully integrated into LogMeIn Rescue and will be included in the upcoming Rescue v7.6 release! Contact us to get started.


“Support of Things” (SoT): rethinking support of today’s connected customer



After a decade of watching consumer behavior drastically change because of mobile technologies, we’re in for an even wilder ride with the Internet of Things (IoT). And yet many companies are still relying on old models of support; models that will break under the weight of this new consumer reality. In an attempt to keep pace with this exponential change, companies are looking to re-invent the way they support their customers. This idea, sometimes referred to as the Support of Things (SoT), is a new way of approaching support. Although, as the name implies, this approach is tied closely to the IoT, it is not limited to only supporting connected products. Here’s why companies selling all kinds of products, connected or not, will begin to embrace the SoT:

    (PCs, Smartphones, Tablets)

As a longtime provider of remote support technologies — our Rescue remote support solution is used by nine of the top ten technology companies, dozens of the world’s biggest telcos, as well as famed service companies like Geek Squad — we’ve had a front row seat of how connected device companies are beginning to take a SoT approach. These companies have the benefit of having customers using connected products, which can make diagnosing and sometimes fixing problems easier. But what if the problem can’t be picked up through the Internet connection? Or what if that product won’t power up or can’t connect? Here is where new forms of support are needed; forms that give technicians the ability to be there virtually through video-aided support. Our newly launched Rescue Lens solution aims to do just that.

Here then, is one important pillar of the Support of Things:
Companies used to servicing smart devices will need to find ways to solve issues that can’t be solved through their remote connections; issues you can normally only solve by being there.

    (Lighting, thermostats, watches etc.)

Consumers are used to a high level of support with connected PCs, Smartphones and Tablets. But what if the thing you’re supporting doesn’t have a screen? Many connected products, like the Nest for example, don’t have a screen so the customer interface is a mobile app. Support will therefore often need to be facilitated through the mobile app, the real “face” of the IoT. Here’s where tools like mobile chat and mobile remote support will be crucial.

And so a second important pillar of the SoT is the following:
Connected “thing” companies will need to rely heavily on mobile device support tools since the mobile app is their real face to their customer.

    (Appliances, Machinery, etc.)

While just about every company selling physical products is exploring ways to connect their products to the Internet, some are not there yet. For these companies, they don’t have the benefit of having information streams from the product itself – streams that help diagnose issues. While these companies are exploring ways to connect their products, they need solutions that give them insights about customer issues. This is where video-enabled support solutions providing real-time feeds from the customer or field technician will be critical.

And so a third important pillar of the SoT is the following:
Companies selling products that are not yet in the IoT, will need to find ways to get closer to their customers, without having to send field technicians or repair personnel to evaluate every problem.

All of the above are just some of the aspects of the Support of Things that represent a huge change in customer support. Over the next several months, we’ll be sharing what we see from our customers, as they begin to re-invent the way they engage with customers and embrace the SoT.


Update.me – Collaboration, Innovation, and Engagement

Week of March 20, 2015

Productivity is a key driver for success, individually and in businesses. Companies are constantly looking at how to improve employee and team productivity and thus bottom-line revenue; while individual employees are performing the same assessment to drive their own professional success. The articles below give some helpful tips to increase productivity at both the enterprise and personal level, including implementing the right collaboration tools, and understanding how to work best with the different styles of productivity of your colleagues.

03 20 update me entrepreneurFour Tools to Help Optimize Your Company’s Culture of Collaboration

Entrepreneur Magazine describes four tools to help improve the collaboration culture in your organization, including project management software Asana and social network Yammer. Noticeably absent is a virtual meeting collaboration tool – we would add join.me to this list to round out the collaboration toolkit.

Follow: @entrepreneur
Tag: #collaboration, #productivitytools


03 20information age update meWhy Businesses Must Let Employees Choose the Collaboration Tools they Use

Keeping employees satisfied with the technology they use at work will drive innovation, productivity, and recruit top talent. So when you’re choosing collaboration tools, listen to your employees! We saw sales teams at Meltwater drive the adoption of join.me, and in turn, the company quickly saw increased demos and sales revenue.

Follow: @informationage
Tag: #collaboration, #IT


03 20 fast company update meHow to Work with Anyone’s Productivity Style
Your productivity and effectiveness at work directly correlates with your ability to work well with others. In this article, Fast Company breaks down four types of productivity styles, with tips of how to approach working with each to maximize success.

Follow: @fastcompany
Tag: #productivity


Your #TacoSelfie Photos from SXSW!

We’re back in Boston after a fantastic few days in Austin at SXSW Interactive. Thanks to everyone who stopped by to enjoy some tacos and to chat with us. We were thrilled to meet so many join.me users who really love our product -“join.me is so simple and easy to use” and ”I use it every day, I couldn’t do my job without it” – we love hearing this kind of feedback!

A huge thank you to the Peached Tortilla for partnering with us at the event, your tacos were delicious and your team was fantastic!

Finally, we had some phenomenal entries to our event hashtag on social media. Check out the official “#TacoSelfie” gallery below!


Join LogMeIn Rescue at HDI in Las Vegas!


We’re super excited for the 2015 HDI Conference on March 24-27 in Las Vegas; last year’s event went well but we are looking to top it this year! We’ll be hunkered down in HDI’s Conference Hall as well as attending a Breakfast Briefing on Thursday morning.

If you enjoy solving problems, stop by Booth #217 and show off your skills in our hands-on demonstration of our newest customer support feature (what could this new feature be?!). Participate in this demonstration and you will be entered to win one of three prizes (including a Bose Wave Radio!)

Our Director of Products, Peter Zeinoun, will also be joining Dell’s Service Desk Technology Project Manager, Rudy Regalado, for a Breakfast Briefing: Optimizing Support Delivery on Thursday March 26 from 7:30am-8:15am PT. During this breakfast, Regalado and Zeinoun will discuss the challenges of the ever-changing support landscape and the opportunities that technology presents in meeting those challenges.

We hope to see you there!