LogMeIn Introduces Bold360 Helpdesk to Modernize Employee Support and Reclaim Company Productivity

Oct 23, 2019
AI-powered solution reduces repetitive, manual IT and HR support efforts to get work done more efficiently

BOSTON, Oct. 23, 2019 (GLOBE NEWSWIRE) -- Today, LogMeIn (Nasdaq: LOGM) announced the launch of Bold360 Helpdesk which is designed to modernize employee support for greater efficiency and fewer roadblocks. From standard FAQs to complex conversations and ticketing integrations, Bold360 Helpdesk enlists AI-powered chatbots to deliver the answers employees need so they can get back to work faster. With seamless transitions to human support reps, employees get what they need the first time – every time.

Searching through internal systems to find the right phone number to call or ticket to submit consumes human talent that could be put to better use. Meanwhile, internal IT & HR support teams spend a considerable amount of time managing mundane tasks and answering repetitive questions, which ties up limited resources. Bold360 Helpdesk allows both employees and internal support teams to reclaim productive work hours so that they can focus on more strategic initiatives and higher-value work that help move the business forward.

“Finding your company’s guest Wi-Fi password shouldn’t be like finding a needle in a haystack, but the average employee spends nearly a third of their day searching for information via cumbersome, and often outdated, internal systems,” said Ryan Lester, Senior Director, Customer Engagement Technologies, LogMeIn. “Employees don’t want to work with these difficult systems that lead to old or missing content, more frustration and waning productivity. It can feel like a never-ending cycle; but with Bold360 Helpdesk, we’re breaking that cycle to enable employees to work in a way that’s convenient for them and makes it easier to find what they need, so they can spend more time focusing on their core work.”

“On any given day our HR department receives a high volume of employee inquiries, and during peak times like open enrollment, the number can skyrocket. We were in need of a solution that would allow HR to more efficiently manage service levels without compromising the employee experience,” said Sonya Bird, Head of HR Operations at Mercury Systems. “We partnered with Bold360 to build a tailored solution that would better serve our employees and provide HR with additional support so the team could put the time and resources to solve more complex questions and business challenges. We’re looking forward to putting Helpdesk into action and seeing the value that it brings to our employees and support staff to improve how they work every day.”

 With intelligent self-service capabilities, Bold360 Helpdesk gives employees immediate answers to their questions, thereby reducing the number of routine inquiries and questions that are diverted to IT and HR. For more complex situations, Helpdesk seamlessly transitions to a support employee who is armed with an AI assistant and powerful remote support tools. Additionally, real-time analytics identify addressable knowledge and workflow gaps to drive continuous optimization and improvements to the employee experience.

Businesses can foster greater employee satisfaction, which ultimately contributes to higher workplace productivity. All of this is accomplished through the following capabilities in Bold360 Helpdesk:

  • Conversational chatbots for modern, AI-powered self-service
  • Intelligent search driven by Natural Language Processing (NLP)
  • Simple deployment over multiple engagement channels such as a web widget, Chrome browser extension, Microsoft Teams and customer support centers
  • Seamless transition to escalation channels like live chat, email and ticketing
  • IT starter kit including a focused intent library, optimized NLP and deployment guide

Additional resources:

About LogMeIn’s Customer Engagement & Support Portfolio
LogMeIn delivers industry leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. Supporting over 1 billion customer interactions every year, LogMeIn Bold360 is helping companies transform how they interact with their customers in real-time, creating experiences that drive increased satisfaction and brand loyalty.

About LogMeIn, Inc.
LogMeIn, Inc. (Nasdaq: LOGM) simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in unified communications & collaboration, identity & access management, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations in North America, South America, Europe, Asia and Australia.

Media Contact:
Martha De Labbey
press@logmein.com
617-279-2443

7304.jpg

Source: LogMeIn, Inc.

NASDAQ:LOGM
Price 78.98 +0.80 +1.02% Volume: 614,781 Nov 19, 2019 PM ET Pricing delayed 20 minutes> More

Email Alerts

Email *
Mailing Lists *






 
Enter the code shown above.

Investor Contact

Rob Bradley
Vice President of Investor Relations
Phone: (781) 897-1301

InvestorRelations@LogMeIn.com

Disclaimer

You are now leaving LogMeIn's website and are being directed to a website that is operated and maintained by a third party (an "External Site"). LogMeIn does not control the External Site and is not responsible for the data, content or availability of the External Site. This link to the External Site is provided for convenience purposes only. We make no representation or warranty regarding the accuracy of the information contained in the External Sites. We suggest that you always verify the information obtained from linked websites before acting upon this information. Also, please be aware that the security and privacy policies on this External Site may be different than LogMeIn’s policies, so we encourage you to read any third party privacy and security policies closely.

LogMeIn’s filings with the U.S. Securities and Exchange Commission, or SEC, including LogMeIn’s annual reports on Form 10-K which include our audited financial statements, are available on LogMeIn’s Investor Relations website at https://investor.logmeininc.com/about-us/investors/financials/sec-filings/default.aspx free of charge. The data and other content contained on the External Site are not meant, and should not be used, as a substitute for information contained in LogMeIn’s filings with the SEC or disclosed through other channels used by LogMeIn to comply with its disclosure obligations under Regulation FD. The reports contained on the External Site may contain forward-looking information about LogMeIn’s future financial performance and results. Please note that the information presented on the External Site is deemed representative at the time of its original release and that changes in historical information may occur. LogMeIn undertakes no intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. Although we believe the expectations reflected in the forward-looking statements are reasonable, we cannot guarantee these results. We caution you to consider the risk factors described in our SEC filings, which could cause actual results to differ materially from the forward-looking statements disclosed on the External Site.

Non-GAAP Information

The External Site may contain certain non-GAAP and pro forma non-GAAP financial measures, in addition to financial measures determined in accordance with GAAP. “GAAP” refers to generally accepted accounting principles in the United States. The non-GAAP financial measures contained on the External Sites are not prepared in accordance with GAAP and may not be comparable to non-GAAP financial measures used by other companies. The non-GAAP information should be considered in addition to, but not as a substitute for or superior to, other measures of financial performance prepared in accordance with GAAP. LogMeIn urges investors to review the reconciliation of its non-GAAP financial measures to the comparable GAAP financial measures, which it includes in press releases announcing its quarterly financial results, and not to rely on any single financial measure to evaluate the Company's business. Reconciliation tables of the most comparable GAAP financial measures to the non-GAAP measures are included in LogMeIn’s quarterly press releases, which can be found in the Financials section of LogMeIn’s investor relations website under “Quarterly Results.”

By clicking “Accept”, you acknowledge that you have read and understand the information set forth above and agree that you will not misrepresent any calculation derived from the data or other content contained on the External Site as LogMeIn’s or otherwise.