LogMeIn adds mobile optimised chat to online retailers’ customer service armouries
With the coming thanksgiving and Christmas holidays expected to see a record number of mobile shoppers hitting websites, LogMeIn has launched a new release of its BoldChat multichannel customer engagement suite to help businesses more effectively engage the rapidly growing number of mobile customers and visitors.
The first major live chat solution on the market to offer mobile optimized proactive chat capabilities, the new release builds on LogMeIn’s portfolio of mobile customer engagement offerings, and introduces simple ways to extend the benefits of chat-based interactions to mobile web efforts. As a result, businesses can more effectively engage customers and prospective customers directly on their mobile devices, while extending the conversion and customer service benefits commonly associated with chat across the fastest growing online channel.
In her widely cited “State of the Internet” report, Morgan Stanley’s Mary Meeker predicted that the mobile web usage will surpass desktop usage by 2015. Meanwhile, an International Customer Management Institute (ICMI) study of contact center professionals found that only 25 percent of companies currently have a mobile customer service strategy in place, while 62 percent see mobile customer service as a competitive differentiator.
Mobile customer engagement and the growth of mobile web usage is especially relevant for businesses gearing up for the 2013 holiday shopping season. Beyond general customer service goals, such efforts are often linked directly to revenue implications, especially in markets like eCommerce. Shop.org, the online retail arm of the National Retail Federation (NRF), found that more than half of all online retailers cited investments in mobile optimized websites among their top priorities for this upcoming holiday shopping season. It’s a stat that shouldn’t be surprising giving the fact that according to eMarketer, 16 percent of all US online sales this holiday season are expected to come from mobile shoppers.
The new mobile capabilities in BoldChat are designed to help business address this growing need, as well as the different expectations, user experience needs, and behaviors of mobile web visitors.
With the new capabilities, site owners can:
• Deliver a great mobile chat experience for mobile users accessing sites via smartphones and tablets running the most popular mobile operating systems, like iOS, Android and Windows
• Display image and form-based proactive mobile chat invitations with no custom HTML coding required
• Easily customize proactive mobile chat invitations to meet the needs of a customer’s mobile website strategies and unique branding requirements
• Establish granular invitation rules unique to mobile and or desktop/laptop users
• Deploy mobile aware chat, including chat windows optimally sized for both smartphone and tablet user experiences.
One BoldChat customer actively looking to incorporate live chat into their overall mobile web customer engagement strategy is Legendary Whitetails, an online retailer. “With a growing percentage of our website traffic coming from smartphones and tablets, the mobile visitor experience is more important than ever,” said Andy Schulz, customer service manager at Legendary Whitetails. “BoldChat’s innovative mobile-optimized chat experience will allow us to seamlessly interact with our mobile visitors in real-time to increase both customer satisfaction and conversions.”
“With the proliferation of mobile devices and mobile web usage, virtually every business with an online presence has been forced to rethink best practices on how it effectively engages with customers across channels. While live chat has long been a proven tool for traditional, desktop-style online customer engagement, the challenge has been how and when to apply chat to an overall mobile web strategy,” said Paddy Srinivasan, vice president, Customer Engagement Cloud products at LogMeIn. “With the latest release of BoldChat, we’re applying LogMeIn’s deep experience in mobile innovation along with the expertise and input of our clients to give business capabilities they need to optimize mobile engagement.”