Lastly, LogMeIn’s latest product feature BoldChat Web chat and multichannel, online customer engagement offering, now features Twitter (News - Alert) integration and social media management. Twitter Management is a part of the standard BoldChat Enterprise edition, available as a free update to BoldChat Enterprise customers.
With this solution in place, customer service agents can manage their Twitter interactions with ease and improve efficiency. When combined with BoldChat’s other capabilities, including Web chat, e-mail, and click-to-call, it becomes a unified tool for customer conversations. Customer service teams can automatically turn related tweets into a conversation for improved context and responses, while assigning incoming tweets to agents based on availability, skill, and department.
"Twitter is quickly becoming a go-to channel for customer engagement, but to date, managing these customer conversations has meant trying to turn a social media marketing tool into a customer service tool,” Steve Castro-Miller (News - Alert), VP of Chat Products at LogMeIn, Inc. concluded. “In contrast, BoldChat Twitter management is designed from the ground up for engaging and managing customer conversations. We believe that the right approach is not just adding one more social tool to the mix, but rather giving sales, marketing and customer service teams a single, unified tool for managing all customer interactions, regardless of channel."
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