Tips for Creating a Winning Digital Customer Experience

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For the majority of consumers – 76%, according to a recent Ovum report – it can take only one bad customer service experience for them to stop doing business with you. This is the jumping off point for a recent Website Magazine article. In “Hitting a Customer Service Home Run,” Allison Howen writes that consumers are increasingly demanding service excellence across multiple channels, emphasizing the importance of coming up with “a winning digital customer service plan.”

Alison offers three tips for creating such a plan. One is to put a lot of emphasis on mobile. For this tip, she relied on the insights of our own Ross Haskell, Senior Director of Products for BoldChat. Ross notes that mobile device adoption is not letting up anytime soon, and brands need to do more than provide mobile websites and apps, but opportunities for mobile engagement as well.  Live chat is a terrific way to engage with consumers – both reactively and proactively. It’s real-time and personal, and, for many, the preferred means of communication – the human-to-human contact so many folks crave with the added bonus of being quick and easy.

The entire article is a worthwhile read, but you may also want to check out BoldChat. BoldChat not only covers the bases with live chat, it also provides email, SMS and Twitter management, enabling your customers to engage with you using their channel of choice. And because mobile engagement is quickly growing in importance, we’ve designed mobile capabilities that will help you deliver a winning digital customer experience – regardless of device or channel.

         

Rescue In-App Support

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Mobile apps are everywhere – engaging consumers, generating revenue, and providing entertainment. However, when it comes to support, mobile apps can often be a black hole. When there isn’t a way for users to reach out for help, even for simple questions, without abandoning the app to look for support through website FAQs, email, or even phone support, it impacts customer satisfaction. Poor app support can put a company’s bottom line in jeopardy.

But that is a thing of the past because today LogMeIn Rescue announces a new Software Development Kit (SDK) for In-App Support for both iOS and Andorid platforms! With Rescue’s In-App Support SDK, support technicians have the ability to:

  • View remotely: co-browse with your users, and see the problem in real-time
  • Rescue Chat: connect directly with users and maintain conversations throughout the session within the app
  • Annotate: guide users through your app with pinpoint accuracy with whiteboarding and laser pointer functionality
  • Access Diagnostics: troubleshoot by having access to mobile level system information.
  • Support without additional downloads: empower users to start support sessions directly in the app without needing to download any other application

Get quick and easy access to end users’ app, all within the Rescue interface. And with the LogMeIn Rescue’s In-App Support SDK, enhance your support strategy and start optimizing your customers’ mobile support experience!

         

Now Introducing Rescue 7.8!

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We’re excited to announce that the latest release of LogMeIn Rescue is now available! Rescue 7.8 updates include:

  • Significant improvements to Rescue Lens
    • Enhanced smart whiteboarding – keeping the annotation at the right place when drawing on a moving device
    • Freeze Frame – take a snapshot of what the end user is showing you, and still be able to annotate without worrying about movement
    • Flashlight controls – end users can now turn on their smartphone’s flashlight from within Lens
  • Ability to run your Tech Console on Windows 10
  • In-app support through mobile SDK
  • Customizable Click2Fix Widgets
  • The default Tech Console scheme is now “Light”

To upgrade to LogMeIn Rescue 7.8, please choose one of these two options:

         

Who ROCKS Your Customers’ World?

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Every contact center has that customer service agent who stands out from the rest and truly ROCKS. In honor of Customer Service Week, we’re inviting BoldChat customers to recognize their top agents who consistently:

  • Increase customer satisfaction by delighting customers and proactively addressing their needs using BoldChat
  • Achieve customer service goals based on key metrics like first contact resolution, average handle time, etc.
  • Carry themselves in a way that supports your brand promise

We’ll randomly select a Rock Star each day of Customer Service Week (Oct. 5-9) and announce them on our Rock n’ Roll Hall of Fame blog, Twitter and LinkedIn pages. Each Hall of Famer will receive a $100 Amazon Gift Card for their outstanding service. Fill out the form below or use this link to nominate your Rock Star today!

 

         

[Webinar] Harnessing the Power of Chat in Your Contact Center

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Live, web chat has become the preferred customer channel for customers looking for assistance. Yet a recent ICMI survey showed that just one-third of contact centers today are taking advantage of web chat. That means that two-thirds of contact centers are missing out on an opportunity to improve customer satisfaction. On September 24th at 1 p.m. EDT, we’ll be joining ICMI to delve into the importance of live chat and best practices for ensuring customer satisfaction with this growing channel. At How To Harness the Power of Chat in Your Contact Centers, you’ll learn:

  • Why customers prefer chat over any other assisted channel
  • The necessary skills for effective customer interactions on chat
  • How to best measure the success of chat
  • When to expect a chat implementation to deliver its return on investment

For what promises to be a lively interactive session, our panel includes ICMI’s Erica Strother Marois, who will present her organization’s latest research on live chat; writing expert Leslie O’Flahavan on the writing skills live chat agents need; and LogMeIn’s Ross Haskell on where to look when measuring the ROI of chat.

You can register for the webinar here. If you’re not able to join us on September 24th at 1 p.m., a recording will be available shortly after the event for those registered.

In the meantime, why not check out BoldChat? (You’ll even be able to experience the power of live chat for yourself by chatting with one of our sales support folks!)


         

Revolutionizing Customer Support with the IoT

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In today’s fast paced, technology driven world, technologies, products and customer expectations change at the blink of an eye.  However, in an attempt to keep pace with these exponential changes, companies have begun to think of ways to reinvent the way they are supporting customers.

Interested in learning more? Going to Dreamforce 2015? Stop by our Revolutionizing Customer Support with the IoT session – Thursday September 17th at 2pm in Moscone West, Innovation Theater – to hear our Director of IoT Strategy, Sean Lorenz, and I discuss how companies can drive up customer satisfaction by embracing customer and product data from Salesforce and LogMeIn to enable the “Support of Things”.

         

Internet of Things: Why the Support of Things is the Future of Customer Experience

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The customer experience, reinvented

While already overwhelmed with supporting standard technologies – i.e mobile devices, laptops, tablets, etc. – the customer service industry is in for an even wilder ride thanks to the growing adoption of the Internet of Things (IoT). While wearables and connected products are becoming mainstream, many companies continue to cling to outdated customer service models. Downside is, traditional support models will inevitably break under the weight of this new vastly connected consumer reality.

According to a recent consumers are rapidly adopting new channels and changing support behavior. While voice and email continue to dominate, email and mobile chat are growing – yet most companies are not properly equipped – resulting in increased handle times, unhappy customers (consumers are required to get in touch multiple times, over multiple devices), and to top it off technicians on the other end of the phone are equally unhappy (employee turnaround is in record numbers).

Today’s empowered consumers expect instant gratification when they need assistance, but front-line contact center staff can’t keep up with the increased complexity of transactions, lacking the tools they need to meet customer expectations. Add in the intricacy of these new connected devices and it’s clear that the customer experience is headed for a breakdown of unprecedented proportions.

In an attempt to keep pace with this exponential change, companies are looking to reinvent the way they support their customers. This approach, sometimes referred to as the Support of Things (SoT), is the future of the customer experience. Here are three key markets where the SoT model can deliver immediate improvement for the customer experience:

  1. Not-yet-connected appliances
    While just about every company selling physical products is exploring ways to connect them to the Internet, some are not there yet. These companies don’t have the benefit of having information streams coming from the product itself that could be used to help diagnose issues. Many brands are exploring ways to connect their products, but in the meantime, they need solutions that give them insights about customer issues and product behaviors. This is where support solutions providing real-time feeds from the customer or field technician will be critical.
  1. Connected PCs, smartphones, and tablets
    Those in the remote support technology field have had a front row seat to witness the evolution of the SoT approach. Customer support professionals for connected device makers and retailers have the built-in benefit of serving a customer base that is already using connected products, which can make diagnosing and fixing problems somewhat easier. But what if the problem can’t be picked up through the call agent or customer’s Internet connection? What if the consumer’s product can’t power up properly, or can’t connect to the Internet? This common (and frustrating) scenario is where new forms of support that can be tapped into through secondary devices are winning favor.
  1. Connected household items
    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, such as lighting, thermostats, home theater systems, cable set-top boxes, wireless routers, kitchen gadgets, smart toys don’t have consumer-facing screens as the interface. In many cases, the interface is a mobile app. For these types of support transactions, mobile chat and mobile remote support are crucial – but even they don’t deliver the full customer experience. Video-assisted customer support, using only the camera function on every consumer’s iOS or Android mobile device, can add a new level of engagement that solves problems faster and boosts satisfaction rates. With remote video, a customer support representative can tap into a live video feed to actually see the physical product in front them as if they were there, too. This opens the door for new levels of real-time support.

Real-time visualization: crucial for SoT

Many product makers and retailers provide only phone-based or email support, which is less practical for more complicated support calls for connected products. Consumers are not happy with these options, which take time and often end up unresolved, as the customer has to describe what they’re seeing instead of just being able to physically show the person on the other end of the line.

The greatest advantage for businesses and customer contact centers that adopt video as a support tool is shortened support times. Problems that once took an hour can now be solved within minutes. The ability for customer service agents to see what the consumer’s product looks like, the exact error message being displayed on a product, or even the serial number on the back of a product, is invaluable.

The second major benefit for retailers and manufacturers is the ability to reduce product returns attributed to “No Fault Found.” We all know that customers who get frustrated with poor support often return their products to the store. What you may not realize is that “No Fault Found” returns are a huge problem that is chipping away at retailers’ and product manufacturers’ profit margins. Accenture estimates that the total cost of consumer electronics returns is costing the industry $13.8 billion USD a year – and a staggering 68% of that loss is attributed to “No Fault Found” returns.

Companies used to servicing smart devices will need to find ways to solve issues that can’t be solved through typical remote connections. Technology exists today that allows technicians to view, assess and resolve issues that were once only resolved by actually being there. Connected businesses will need to rely heavily on mobile device support tools – a core pillar in a SoT approach.

         

MAXIMIZE PRODUCTIVITY IN YOUR SMALL BUSINESS

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Small businesses have always been concerned with staff productivity, but today’s many online distractions can make for an even bigger productivity challenge. Don’t worry; we’re here with some guidance. Here are a few tips for keeping employees productive on the job:

  • Standardize communications platforms 
    Choose an instant messaging app like Google Talk or a private social networking system like HipChat or Slack to promote communication between employees. But make sure that all your employees have them installed and know how to use them properly. Encourage them to use these tools, whenever it makes sense, as a substitute for phone calls or face-to-face meetings, which can be productivity sinkholes.
  • Don’t block “time wasting” websites
    This may seem like contradictory advice, but there is a reason. While it seems logical to block employees from Facebook, Pinterest, and other seeming time-wasters, these sites can also give your employees a much-needed, refreshing break from their busy day (when appropriate). There is also the case that there are legitimate business reasons to be on these sites. But if social networking and gaming are proving too tempting, apps like Focus Lockor a browser plug-in like StayFocusd will help employees stay on task.
  • Keep skills sharp
    With things changing so rapidly, it’s important that your employees are continually acquiring new skills, whether it be presenting, writing, or learning new tech skills vital to your employees’ success. Old-style training programs that take employees out of the office for days at a time can be costly, time consuming and often ineffective. Encourage your employees to explore online learning sites, such as Lynda and Coursera, that let them learn at their own pace.
  • Make sure your employees have the tools they need
    One area you should be paying attention is to your internal IT helpdesk and customer support team. Companies who deploy LogMeIns Rescue experience a tremendous increase in productivity: higher first call resolution rates, shorter call handle times, and an increase in customer satisfaction.


         

Mobile Shopping Is Taking Off – Take It Further with Mobile Engagement

We’re always on the lookout for mobile news, so we were quite interested when we came across Criteo’s Q2 State of Mobile Commerce report. For this report, Criteo analyzed transaction data from thousands of online retailers and found that mobile commerce is taking off more rapidly than you may have imagined.

Here are a few of their intriguing results:

  • In Q2 2015, mobile – smartphone and tablet – accounted for 30% of overall eCommerce transactions in the U.S., and was significant in all the consumer retail sectors evaluated.
  • Cross-device purchasing is enormous. In 40% of transactions, consumers used some combination of smartphone, tablet, and desktop.
  • Having a mobile-optimized site pays dividends. The conversion rate for optimized sites was more than double that of non-optimized sites.
  • Investing in apps pays off too. Retailers who offered mobile apps (vs. browser-based shopping) find that apps are driving nearly half of their mCommerce sales. And conversion rates for mobile apps are higher than those for mobile browsers and desktop sites.

Criteo_App vs. Browser Share & mCommerce Conversion Rates

Of course, having a mobile app is just part of the overall mobile experience. Mobile engagement – whether it’s during the research phase, the actual sale, or follow-up support – is critical. And BoldChat lets you offer a truly mobile-optimized chat experience right out of the box – whether you have a mobile app or not.

Another interesting finding Criteo found is that two-thirds of mobile transactions are now done via iPhones. BoldChat is the only chat provider that fully supports iPhone shoppers, no matter what customers’ browser settings are. Whether the customer is using iOS or Android, BoldChat offers an open SDK that will let you easily incorporate chat into your app. (And remember: apps are key to conversion rates.)

         

DISRUPTING BIG BUSINESS: HOW STARTUPS ARE FIGHTING FOR – AND WINNING – BIGGER MARKET SHARES

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Small businesses and startups are often able to take early advantage of disruptive technologies well before big businesses do because they are lean and agile. Zipcar (now owned by Avis) thought up “wheels when you need them” before the car rental industry did. It was Uber, not a major taxi fleet, which put a personal cab dispatcher in the hands of everyone who owns a smartphone. These companies took advantage of an opportunity in order to gain a competitive advantage in a previously commoditized market.

We asked three influential SMB consultants for their take on how and why small businesses are using disruptive technologies to create big impact, here is what we found out:

Gary Bizzo, an author and small business consultant, notes that “disruptive technologies make things easier and cheaper so it’s here to stay. Rather than improving on products, disruptive technologies create a new and better alternative. True disruptive technology is coming from new players in unexpected places leaving market leaders in a scramble to either catch-up, innovate or create their own technologies.”1

Small business and technology evangelist, Ramon Ray, believes that startups have a couple of advantages over the bigs, namely that they’re faster and nimbler, which are attributes that “big companies will have to adopt.” Ray also foresees that “b

A small workforce can also help a company be more innovative. Without the burden of existing infrastructure, it’s easier to change and experiment with new tools and technology.

Jackie Nagle, the founder of Synnovatia, an SMB consulting firm, views it this way: “the majority of the older companies are too big, too mired down in process, paperwork, and red tape to leverage disruptive technology. They’re not nimble enough. By the time they’re ready to move forward, technology will have moved on.”3

Both Bizzo and Nagel agree that small business culture may also give them an edge. Being personally invested in your work (and often having a financial stake) and being on a first-name basis with the founder can help attract and keep talent.

Disruptive technology is a game changer. While big businesses have big resources, it’s difficult for entrenched organizations to innovate. Small businesses and startups have the agility to exploit the potential of disruptive technologies and, time and time again, they’re doing it.

1 Gary Bizzo
2 Ramon Ray
3 Synnovatia