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Apr 29
 Tuesday Written By: Ross Haskell

This is the last post in our series regarding the Effective Mobile Engagement research report. In the last post we looked at the email channel, and we provided a picture of what many of the respondents say make for successful mobile engagement with a company.  Unfortunately, there aren’t too many successes out there as we’ll see in this post.

We asked respondents – both those that have had mobile sales engagements and those having mobile support engagements to tell us what channels they’ve used from their mobile device and then, how satisfied they were with those engagements.

Looking only at the scores for “Satisfied and Very Satisfied,” we see that in both mobile sales and support engagements, the scores across channels are poor – no business can succeed by only satisfying 65% of their customers – or less. While we would expect mobile support interactions to be lower than ecommerce interactions, neither of them are very good.

Disillusioned with the results, we sought to understand if what we are seeing is an industry phenomenon. Are one or more industries/verticals responsible for the abysmal showing? We know that the mobile sales engagements occur with retailers and/or pure-ecommerce firms, so we looked only at the mobile support engagement numbers. In this case, we ignore engagement channel and look solely at overall satisfactions, regardless of contact method.

Unfortunately, the picture doesn’t get any prettier. Despite the proliferation of, and opportunity inherent in mobile engagement, satisfaction across both channels and industries is depressingly low. One can look upon this finding with hopelessness, but we prefer not to. Mobile engagement is the next frontier, and we are confident it can be done right with exceptional results.

Interested in learning more? Register for our upcoming webinar on May 15, 2014 at 1:00 PM EST: 5 Strategies for Building Effective Mobile Engagement


(Image Source: Harry Tahiliani)

Apr 22
 Tuesday Written By: Ross Haskell

This is part four of our series in which we discuss the findings of our recent Effective Mobile Engagement research report. In the last post we looked at how mobile impacts live chat success determinants. This time, we turn our attention to a different channel altogether – email.

One of the conclusions of the report is that a mobile engagement strategy must include text-based channels. We asked the survey respondents how frequently they engaged with companies using their mobile devices through a variety of channels. Of course, you’d expect the most popular method would be a voice call, and while calling was selected a large percentage of the time; it was not the far and away winner. In fact, when looking at the entire sample, it was bested by email for shopping-oriented engagements (49% vs. 58%) and tied email for support engagements (61%).

There is a significant difference among geographies with the EU exhibiting much more use of mobile email. Interestingly, of the EU countries included in the survey (France, Germany, Italy, Spain and the UK), the affinity for email was amplified in Germany and Italy, and simply on par with the rest of the world in the other countries.

Not only was email a frequently used channel, but it was a preferred one for 40% of the universe.  We asked, for both mobile support and mobile ecommerce engagements, what the respondents’ preferred communication method was, and more than 2,000 people selected email as their #1 preferred contact method for one, the other or both scenarios.

While the importance of email cannot be denied, the research also reminds us that the channel, while important, isn’t the most important thing. In previous research on the effectiveness of live chat, we have found that the #1 determinant of a chat session’s success has nothing to do with technology – it has to do with the skills and knowledge of the agent. Of the more than 2,000 people who chose email as their favorite mobile channel, more than 80% of them wrote in an open-ended response to the question, “What makes for a successful mobile engagement with a company?”  Below is a word cloud analysis of the responses – the channel is important, but not nearly as important as what’s on the other end.


Apr 15
 Tuesday Written By: Ross Haskell

This is part three of our series in which we discuss the findings of a recent and comprehensive research report on mobile engagement. In the last post we looked at how mobile impacts proactive chat and here we conclude our exploration of the mobilized live chat channel.

In live chat deployments of size, we know that optimization of the operation is a multi-faceted task involving constant monitoring, measurement, training and testing. Over the years, providers like us and practitioners like our thousands of customers have come to understand the key success drivers of a live chat session. The Effective Mobile Engagement study sought to understand what happens to these factors, if anything, when you contemplate the chat session occurring in a mobile environment.

The entire survey universe was queried about the importance of certain factors in determining a live chat session’s success, and then we asked if any of those factors become more or less important if the chat is mobile.

We see that being mobile makes almost nothing less important, with the possible exception of agent grammatical correctness. All the remaining factors become more important for about half the respondent pool, and in an inconsistent way; meaning that the most important factors, sans-mobile, don’t necessarily line up in the same order when the respondents considered live chat engagements with mobile. The message is that to please customers chatting with you from mobile devices, you have to do things differently than with your customers chatting from their computers.

For example, notice that agent speed, brevity and chat window accessibility get more important for mobile engagers, in that order. These findings have technology implications which any business thinking about mobile live chat should strongly consider. For example, chat window rendering, user-controlled minimization and message waiting alerts are just some of the ways to address the increased importance of chat window accessibility when chatting from mobile devices.

And while technology considerations are one lesson from these findings, they are certainly not the only takeaway, nor the most significant. What these results show, en masse, is that the operational aspects of mobile engagement, from the very perspective of those that businesses would want to engage, are different then when engaging someone when they are not on a mobile device.  And, not only is it different, it’s harder.


Apr 11
 Friday Written By: Kristine Haglund

As you may be aware, a major vulnerability has been discovered for OpenSSL, the popular encryption software that powers 2/3 of the web. Some LogMeIn services and products rely on OpenSSL, including BoldChat.

We take the security of our customer data very seriously and at this time have no evidence of any compromise. Upon learning about the vulnerability, our team took immediate action, and we’ve since successfully updated BoldChat to address the issue.

Our security team continues to perform a rigorous diagnostic investigation to ensure the protection of our users.

Apr 08
 Tuesday Written By: Ross Haskell

This is part two of our series in which we explore the findings of a recent and comprehensive research report on mobile engagement. In this post we explore the impact mobile has on one particular engagement channel – proactive live chat.

In two different places in our survey, we challenged respondents to consider live chat, irrespective of device, and then we threw the mobile curve-ball – asking them to consider the question again, but precisely within the mobile context. In each case, mobile was a game changer. 73% of respondents, for example, indicated across the board receptivity to being proactively invited to chat. We then asked the question again, inquiring if receiving an invite on a mobile device would change their reaction. 41% of the universe said their reaction wouldn’t change. What this means is that for the majority of the population, (59%), the use of their mobile device changed their reaction to being proactively invited.

For a quarter of the population, being mobile improves their perception – they become more appreciative –  while for about a third of the sample it would make them more annoyed. This finding is interesting, but for proactive chat practitioners, it raises additional questions. The Effective Mobile Engagement report was too long to include a drill-down analysis of this proactive mobile phenomenon, but we can provide some additional details here.

  • If you look at those who said that proactive invitations on a mobile device would make them more annoyed (the 34%), the frequency of their mobile device usage is slightly less than the population at large.
  • They are less likely to use their device to frequently contact companies (either for support or ecommerce scenarios).
  • In general (mobile or not), they are less likely to have engaged in live chat and much more likely to be annoyed with proactive invitations anyway – they are 47% receptive compared to the 73% rate of the entire population.
  • This last point may lead one to believe that mobile doesn’t really change much; it’s the people who are already annoyed that get more annoyed when mobile.  But that is not entirely true.  If you look at two different groups – those that were receptive before the mobile context, but then became annoyed, and the inverse – those that were not initially receptive but became so, these taken together represent 17% of the entire population.
  • What’s really shocking is this: there is no contest between these groups – of the 17%, 16 percentage points of it come from the first group – those that get more annoyed.

Proactive chat is an optimization science which many practitioners have honed for over a decade. What these findings imply is that the proliferation of mobile has changed what we think we know about engagement, especially proactive engagement. The need to do it right is amplified in a mobile world.\

(Image source: Peter Hearn)


Apr 01
 Tuesday Written By: Ross Haskell

We recently completed the most comprehensive piece of research ever done on the subject of effective mobile engagement. Nearly 6,000 respondents across ten countries were surveyed, and the results are both informative and, from an operations standpoint, transformative. The respondents were mobile device users who had at least, at one time or another used the device to engage with a company for support, eCommerce, or both. The percentage of those qualifying for the survey was very high – over 80%. The Effective Mobile Engagement report can be downloaded here, but below is a summary of the five findings. In future posts, we will explore some of these in more depth.

#1: Mobile Engagement is Flourishing

The state of mobile engagement is very healthy with about 50% of the worldwide population engaging companies at least sometimes using their mobile device and approximately 20% of people engaging often or all the time while mobile.

#2: No Mobile Engagement Strategy is Complete without Text-Based Channels like Chat

Live chat is more frequently used on mobile devices than we hypothesized. In the US, for example, 57% percent of the US population say they frequently engage in chats from their mobile devices.

#3: Mobile Changes Everything

For engagements generally, and for specific engagement channels like live chat, the introduction of mobile changes what constitutes success or satisfaction. Also, the relative order of success/satisfaction determinants also changes when looked at through the mobile filter. In short, mobile engagement has operational considerations distinct from non-mobile engagement.

#4: High Frequency Shoppers and Technical Support Seekers Suggest Unique Considerations

People who often use their mobile device to seek technical support and those who use it regularly for shopping are more likely to use more mobile channels, and their mobile expectations are higher than the population at large.

#5: Support and Sales are Different

Mobile engagement is used for both support and sales scenarios, but there are important differences which can be instructive from an operational standpoint. Engagements happen in different places, at different times, and through different channels given the nature of the contact

We’ll drill deeper into some of these conclusions in future posts. To read the entire Effective Mobile Engagement report, you can download it now.

(Image source: David Goehring)

Mar 27
 Thursday Written By: admin

We’re excited to share that top posts from the BoldBlog have been featured in the first issue of the quarterly eBook, LogMeIn Insider. This issue focuses on customer engagement strategies and the latest and greatest in the world of live chat. Click here to read the full post on the LogMeIn Blog and to get your copy!


Mar 18
 Tuesday Written By: Kristine Haglund

With 50%[1] of mobile phone users reporting mobile as their primary internet source, it’s vital to customize and change the way you’re supporting your website traffic. Mobile users expect communication to be tailored to their device with several quick contact options available.

Going mobile isn’t just a benefit – it’s a necessity. That’s why we’re excited to announce that the latest launch of BoldChat (v7.7) includes powerful mobile features that will help businesses to superlatively engage their mobilized customer base.

Layered Chat Window – Navigating between windows on a mobile device is an inconvenience that can now be avoided. BoldChat v7.7 offers a layered window that is exceptionally suited for the mobile environment. The most seamless and customizable mobile chat experience available, layered chat uses a superimposed window over the mobile content so visitors can browse and chat simultaneously.  The visitor can use touch-based gestures, such as taping and swiping, to control the chat. In keeping with BoldChat’s philosophy to empower our customers, administrators will have complete control over the window’s aesthetics.

At-a-Glance Mobile Identifier – Chat agents need to know if they are chatting with a mobile visitor so that they can modify the speed and length of their response.  BoldChat 7.7 introduces a simple, yet  powerful mobility indicator that is front-and-center for the chat agent.

Enterprise-Grade Features – BoldChat 7.7 also includes several other new features – all aimed at helping larger sized clients to more effectively manage their live chat operation.

Data Retention/Data DeletionBoldChat provides administrators with an intuitive interface to manage the storage and purging of chat data resident in the LogMeIn infrastructure.

Automatic Distribution/Multiple Assignment AlgorithmsThe way customers assign work can vary and new changes to our Automatic Distribution Engine introduce the capability to assign work based on different logic.  Customers can choose to deliver work in a round-robin, least-busy, or most-busy methodology and can use different assignment algorithms inside the same account – round-robin for sales departments and least-busy for support operations, for example.

Image Source

[1] SuperMonitor; 2013

Mar 14
 Friday Written By: Ross Haskell

I recently joined Lauren Freedman, President of the e-tailing group, and Jon Abt, BoldChat customer and Co-President of Abt Electronics to host a webinar entitled, “Tips, Tricks and Secrets to Live Chat Success.” The three of us discussed live chat’s increasingly essential role in the customer experience, and shared expert insights into how companies can most effectively and successfully leverage the tool.

Click here for some questions we didn’t get to address during the webinar.

Mar 07
 Friday Written By: Dave Campbell

Join us on March 11th at 2:00 PM ET, for a webinar titled Tips, Tricks and Secrets to Live Chat Success.

This webinar will discuss how live chat is becoming the customer go-to for online shopping as companies increasingly look to differentiate themselves by providing superior customer experience and tips to using it effectively. Speakers include Lauren Freedman, President of the e-tailing group, our customer Jon Abt, President of Abt Electronics and LogMeIn’s own Ross Haskell, Senior Director of Products, BoldChat.

Please click here to register. We hope you will join us!


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