The tools agents use to deliver a great customer experience (CX) impact the employee experience (EX). Frontline agents face constant challenges around information retrieval that are akin to searching for a needle in a haystack, and in times of rapidly changing circumstances like the pandemic, this can be even more problematic. Luckily, there are lessons to be learned from what Bold360 customers went through last year to help improve EX moving forward. We spoke with Bold360 Customer Success and Experience Manager Amir Sabo, who has his finger on the pulse of how Bold360 customers and their empl ..read more

2020 was a year for the record books. What can we learn from a year transformed by a global pandemic and the rapid shift to digital engagement? That businesses can actually improve their key indicator metrics during uncertain times if they have the right systems and tools in place. In fact, one business (and Bold360 customer) experienced a jump in customer satisfaction (CSAT) from 67% to 90%. The backstory is illuminating across industries. The business in question is a large financial services institution in the UK that’s been around for more than a century and a half. We spoke with Bold360 C ..read more

Providing an optimized customer experience (CX) requires understanding what customers need – what they’re looking for and how they’re looking for it – and then quickly responding to those needs. Well, 2020 was a crash course in recalibrating CX to respond to rapidly evolving customer needs. What did Bold360 customers learn? That data is gold. Miri Duenias, Customer Relationship Manager at Bold360, offers insights from the frontlines. The Hidden Potential of Self-Service Tools Self-service tools give businesses data-driven insights from every customer interaction, creating a self-perpetuating f ..read more

Branches will be open for business again, but the initial months of the pandemic served as a wake-up call about the need for FSIs to have digital-first customer engagement capabilities. FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). For instance, at a time of crisis, policies and procedures change rapidly, causing call center volumes to spike through the roof. Digital channels allow organizations to keep up and proactively inform customers lookin ..read more

What have we learned since the pandemic changed, well, everything? Plenty. To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. Bhairavi Mehta, Customer Relationship Manager at Bold360 shares the top seven customer engagement trends she’s seen across Bold360 customers over the last year — with real-world examples you can probably relate to.    How is customer engagement changing in the new normal? 1. As self-service tools improve, customer adoption is rising.   Today, customer tolerance for ..read more

Compared to small and mid-sized businesses, enterprises have more involved project lifecycles – more people, departments, processes and budget. Pre-COVID, all this complexity made it time-consuming to develop projects impacting CX. Now, responsiveness rules the day. With a clear view from the frontlines of what Bold360 customers have been experiencing, Customer Relationship Manager Shai Horstock explains the shift enterprises have had to make in order to become nimbler, a change that won’t (and shouldn’t) go back to the pre-pandemic normal. The Need to Pivot Fast COVID-19 changed everything, n ..read more

COVID-19 has utterly disrupted how customers and companies interact. We’ve witnessed dramatic, rapid shifts in preferred customer engagement channels at a time of social distancing and people working (and doing nearly everything else) from home. Physical channels like retail stores, live events and office-based call centers have closed down, while new digital engagement channels and tools have opened up instead.   To understand the scope of these dramatic shifts and how Bold360 customers have responded, we spoke with Customer Relationship Manager La ..read more

The last 12 months have transformed how customers and companies interact. Due to the pandemic, we’ve witnessed dramatic, rapid shifts in customer engagement, with customers and businesses alike moving to digital-first approaches and working (and doing nearly everything else) from home.  To understand the scope of these dramatic shifts and what Bold360 customers are planning to do next, Customer Relationship Manager Jeff Shane weighs in from the frontlines of a changing CX landscape.  Changing Approaches to Customer Experience  COVID-19 was a change accelerator that drove massive ..read more

As part of LogMeIn’s broader Corporate Social Responsibility program, Mission Possible, and in an effort to give back, Bold360 powers up a chatbot to help the non-profit Safe Kids Israel provide around-the-clock digital engagement with the community to promote child safety. Safe Kids Israel has an organizational mission to reduce childhood fatalities and injuries due to preventable accidents that can occur at home, in schools, and on the roads. Tragically, about 200,000 kids in Israel end up in hospital emergency rooms each year, many brought there by preventable accidents. The non-profit gro ..read more

The coronavirus pandemic has upended your members’ lives, whether due to financial hardship, health concerns, or lifestyle changes. As a credit union, you’ve always been there for your members, but a public health crisis coupled with economic uncertainty means members are counting on you for financial information and help. Perhaps your credit union has been fielding member calls about applying for Paycheck Protection Program (PPP) loan forgiveness. Or members are using chat to check if a branch is open and what safety precautions you’re taking. Worried about the risk of visiting a branch in pe ..read more