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    Planned maintenance: April 12th, 2019

    April 10th, 2019

    As part of our commitment to provide exceptional service and reliability to our customers, BoldChat / Bold360 will be conducting standard hotfix service maintenance on the following date and time listed below. Our team will be taking all appropriate actions to minimize service interruptions during this event. 

    Date and Time:
    April 13, 2019, 03:00 AM to 05:00 AM UTC

    Purpose: This maintenance is to ensure and maintain system performance and stability. 

    Duration: All maintenance will be performed within the 2-hour maintenance window. 

    What to expect: Any customers who are utilizing the BoldChat interface will experience 2 minutes downtime. Customer should only see a few seconds of interruption while they’re accessing their BoldChat account.

    We would like to thank you for your patience and understanding during this time period. 


    New Bold360 Enhancements & Capabilities – March 2019

    March 18th, 2019

    The demands on customer support agents are increasing as new engagement channels and higher customer expectations add complexity to their workflows.​ That’s why we are always striving to make Bold360 a more intuitive and informative solution. In our latest product release, we’re making it easier for agents to collaborate with other agents and supervisors. Here are some highlights from this latest release:

    Discussions: Agents who are chatting with a customer can start a Discussion with another agent or supervisor to ask for assistance or clarification. This behind-the-scenes conversation also enables a warm hand-off to another agent or supervisor.

    Join Chat: When in a Discussion, an agent or supervisor can Join a Chat with an existing agent and customer. With two agents working together to answer the customer’s question, resolution comes even faster. Plus, the customer can see that the original agent and the new agent are both present in the conversation, so they don’t have to worry about starting all over and repeating their problem to the new agent.

    Bot to Agent Chat Reassignment: We’ve enabled Supervisors to reassign chats from a bot to an agent in unique circumstances where manual intervention is needed. (Bold360 ai only)

    Customizable Agent Panels: Now agents can save which panels they want to appear in their default view every time they log in.​

    Agent Workspace Enhancements: We’ve added some great new enhancements to the Bold360 Agent Workspace including separate knowledge bases, agent workload displays and improved notifications.

    For more information on this release, keep an eye on our help center. We’re also planning an upcoming webinar that will go more in-depth on these new features!

    New Bold360 Enhancements & Capabilities – October 2018

    October 31st, 2018

    We’re excited to announce some new enhancements and capabilities that we recently rolled out for Bold360. These new features enable you to be there when your customers need you most, even if it’s after hours or in a language you don’t understand. Included in this release is:

    • Proactive AI Chatbot
    • New Conversational Languages & Translations
    • Carousel Card Builder
    • Monitor View Enhancements
    • Additional Improvements

    While some of these new updates are specifically for Bold360 ai customers only, we wanted to make sure everybody was aware of all of the new updates.

    To learn more about these new enhancements, check out our on-demand webinar: Stop Waiting and Start Engaging with the New Bold360 Capabilities

    Or check out our What’s New – October 2018 Edition page for more details on this release.

    Bold360 August Update & BoldChat 14.1

    August 7th, 2018

    We are excited to announce the release of Bold360 Updates & BoldChat version 14.1.

    Agent Workspace – New features and improvements

    • While Agents/Supervisors monitor the chatbot or chat sessions of their organizations, they can now do the following:
      • Get live preview for the selected item
      • View details of the session including previous history with that customer
      • List closed chats for a selected date or date range
      • View the content of all chat folders at once
    • New audio alerts have been added to make audio feedback more prominent
    • The number of simultaneously visible work items in the Agent Workspace has been increased from three
    • Improved text editor for composing chat, messaging, and emails including enhancements to sending URLs
    • The Bold360 user interface now refers to visitors as customers
    • Various performance improvements that make interaction between customers and agents smoother when chatting or sending emails.

    Chat window improvements

    • From AI-enabled chat windows, agents can now transfer files to customers.

    Admin Center – New features and improvements

    • The number of canned messages in a folder are displayed on the Canned Messages page for chats, messages, and emails.

    To view previous BoldChat feature updates and to access various support materials, visit help.boldchat.com

    If you have any specific questions for the BoldChat team, please reach out to your account manager, or email support@boldchat.com

    BoldChat Version 14.1 was released on Tuesday, August 7th

    On-Demand Webinar: A Better Customer Experience Starts with a Better Agent Experience

    July 30th, 2018

    Title: A Better Customer Experience Starts with a Better Agent Experience: How to Maximize Productivity to Drive Results

    Everyone likes to succeed and feel like they’re doing a good job at work. No matter how large or small your responsibilities, all humans need a sense of accomplishment to be satisfied with their work.

    Now imagine coming into work every day and, over and over again, being barraged with requests that you don’t have the tools to handle. You don’t have access to the system you need to answer this question, or you can’t contact the person who can help with that question. You’re trying to do a good job, but everywhere you turn, you hit a wall.

    Customer service agents deal with this every single day. And over time, the repeated disappointment from frustrated customers really wears an agent down. Turnover in customer support centers is high, which costs your business a lot of money and leaves your customers without resolution.

    If you want to improve your customer experience and drive better business metrics, you need to start by improving your agents’ experience.

    Join our live webinar on July 26th at 1pm ET to learn about the two main problems customer support agents face, and two steps you can take to make your agents’ lives easier, deliver higher customer satisfaction and drive better business results. 

    Watch the Webinar

    On-Demand Webinar: 2-Way Q&A – Ask Us Your Bold360 Questions!

    June 20th, 2018

    Title: 2-Way Q&A – Ask Us Your Bold360 Questions!

    Do you have a ton BoldChat or Bold360 questions (or even a few!) that you’ve been dying to ask? Ross Haskell, Digital Engagement Strategist for Bold360, will be tackling your questions head-on, however tough they may be. We also have questions we will ask you during the webinar to see how well you know the product and discuss features that you may not be taking advantage of. 

    Attend and you will: 

    • Get answers to your Bold questions – no matter how big or small 
    • Take our live, interactive Bold360 quiz during this session 
    • Discover the Bold360 resources available to help you 24/7 

    We want to make sure all of your questions get answered, so make sure to ask your questions on the registration form! 

    Watch the Webinar!

    On-Demand Webinar: Chatbots and the Next Evolution of Customer Service

    May 21st, 2018

    Webinar: Chatbots and the Next Evolution of Customer Service

    When: Thursday, May 24th – 1:00 – 1:45 EST

    Customer service and support is changing rapidly as consumers engage with brands via more channels than ever before. With chat and instant message being such a huge part of people’s personal lives, it’s no surprise that this channel is becoming a preferred way to communicate with companies we well. As such, the landscape of customer support tools is evolving to meet consumer expectations. Chatbots have quickly become an integral component of the customer engagement experience, as they enable companies to efficiently manage the larger volume of digital engagements coming their way. However, when implemented incorrectly, chatbots can lead to customer frustration.

    Register for this live webinar to learn how to avoid common chatbot mistakes and choose a solution that helps you, your customers, and your support agents.

    Watch the Webinar

    On-Demand Webinar: What’s New with Bold360? New Features That Make Customer Service a Snap

    April 19th, 2018

    Webinar – What’s New with Bold360? New Features That Make Customer Service a Snap

    When: Thursday, May 3, 2018 1:00 PM – 1:45 PM EST

    Customer service is becoming increasingly complex as consumers seek additional ways to communicate with organizations they do business with. To meet the changing needs of customers, phone and email support centers are evolving to offer assistance through social media channels, chat, and video. More recently, offering best-in-class customer support means adopting artificial intelligence technologies to support customers any time they need it.

    No matter where your business stands currently, using a software solution that expands your support capabilities (and offers AI technology when you’re ready for it) means you can evolve as your customers do. And you’re in good hands with Bold360. Our team has been hard at work this year making product improvements that make it easier for you to give your customers top-notch service and support. Join Greg Presayzen, Senior Solutions Consultant for Bold360, in this 45-minute webinar where he will showcase some exciting new features that we’ve recently rolled out, including:

    – Bold360 Admin Center
    – Pin-Based Co-Browse
    – Monitor View
    – Smart Advisor…and more!

    Watch the Webinar

    Bold360 April Update & BoldChat 14.0

    April 10th, 2018

    We are excited to announce the release of Bold360 Updates & BoldChat version 14.0.

    Bold360 ai
    General availability of Bold360 ai which includes:
    • Modern AI-enabled widget for conversational chatbots and human assistance
    • Seamless transition between chatbots and agents
    • Smart Advisor (AI for agents)
    • Agent driven suggestions for articles & feedback
    • Review suggested content

    Bold360 Workspace:
    A new Monitor View has been added to the agent workspace:
    • Shows a queue of all pending and ongoing chats
    • Single/bulk actions including assignment, reassignment and closing of chats
    • Sort, filters, column chooser and search functions.

    Note: The Monitor View feature will be rolled out in phases over the next few days, which means that not all users can access that feature yet.

    Client version 14.0:
    • Various stability, performance, and security improvements.
    • Various bug fixes.

    To view previous BoldChat feature updates and to access various support materials, visit help.boldchat.com

    If you have any specific questions for the BoldChat team, please reach out to your account manager, or email support@boldchat.com

    BoldChat Version 14.0 was released on Tuesday, April 10th

    On-Demand Webinar: Achieving Harmony Between Bots & Humans with the New Bold360

    March 14th, 2018

    Webinar – Achieving Harmony Between Bots & Humans with the New Bold360

    The future of customer engagement is here. Artificial Intelligence is opening up new opportunities for organizations to transform the way they interact with their customers. With Bold360 ai – now part of the Bold360 family – Bold360 customers are poised to lead the pack and deliver better customer outcomes.

    This exclusive customer webinar covers areas on how Bold360 is bringing A.I., chatbots and human agents together to provide seamless, personalized interactions across all digital touchpoints:

    – Why you should incorporate A.I. into your customer engagement strategy now
    – How A.I. technology can improve agent efficiency and customer experiences
    – The immediate and long-term value A.I. will deliver to your business

    Watch the Recording here

    On-Demand Webinar: Maximizing Customer Engagement for Maximum Revenue Growth

    February 19th, 2018

    Webinar – Maximizing Customer Engagement for Maximum Revenue Growth

    Companies that provide the intelligent support and engagement consumers expect, reap the rewards of lower costs, higher revenue, and happier customers and agents. But many organizations have not evolved their customer engagement strategy for today’s digital world and are falling short.

    Bold360 commisioned Forrester Consulting to survey nearly 500 businesses across industries to define a Customer Engagement Maturity Model that can serve as a blueprint for organizations to evaluate where they stand today and how they can evolve.

    In this webinar, we shared:
    • An overview of the Customer Engagement Maturity Model and the four distinct Profiles of Engagement
    • Five key outcomes from the research that are shaping the customer engagement landscape
    • Examples of businesses at different maturity levels and tips for how to improve
    • Where to access the Customer Engagement Assessment, so you can see how your organization stacks up against peers in your industry, identify gaps, and define a strategy for optimization

    View the Recording

    NEW: Bold360 now enables chatbot and agent-based support

    February 9th, 2018

    Last summer, we introduced you to Bold360 – our new customer engagement solution and an evolution of BoldChat. As we continue to evolve Bold360, we’re excited to announce that as of today, Bold360 now offers artificial intelligence-based support with the release of Bold360 ai.

    Bold360 now enables chatbot and agent-based support
    Bold360 is the ultimate engagement solution. And now, by leveraging the power of A.I., Bold360 helps personalize and enhance every engagement, no matter where it takes place – allowing companies to deliver better and more consistent customer experiences seamlessly across both A.I. and agent-based interactions.

    So, no matter how your customer chooses to engage with you – via email, chat, Facebook and more – you can quickly view all their inquiries and respond via agent, chatbot, or a combination of both.

    How to learn more
    Take a look at this video for more information on today’s announcement. We also encourage you to register for our upcoming webinar ‘Achieving Harmony Between Bots & Humans with the New Bold360’ on March 28, to learn more about artificial intelligence and why it’s important for your customer engagement strategy.

    In the meantime, if you have specific questions on Bold360, please contact your account representative or email us.


    On-Demand Webinar: Top Tips for Getting the Most out of BoldChat in 2018

    January 18th, 2018

    What plans have you made to improve your live chat operation in 2018?

    Watch this on-demand webinar, and we’ll take you through our top recommendations to help you optimize BoldChat and improve your digital engagement strategy this year and beyond.

    Watch and learn:
    • What to review and optimize for better digital engagement in 2018
    • How metrics can help you to improve your live chat service
    • Why it’s vital to think beyond live chat and prepare for omni-channel engagement


    On-Demand Webinar: Get Your BoldChat Questions Answered!

    November 3rd, 2017

    In our latest BoldChat webinar, we tackled customer questions during a live Q&A session with product expert David Hammer.

    During the session, we supported our answers with the help of live product demos and hosted a BoldChat quiz.

    Take a look at the recording!

    And if you have any additional BoldChat questions, email us at boldopenforum@logmein.com

    Artificial intelligence + human interaction = customer engagement win!

    October 10th, 2017

    With AI interactions (including chat bots) accounting for a massive 33% of all customer interactions in the next five years, it’s time to think about the future of your digital engagement strategy.

    Watch this on-demand recording for insights on our thoughts around advanced intelligent automation. Plus get the chance to see our new AI tool (Nanorep) plus Bold360 live in action!

    Future-Proofing Your Digital Engagement with Artificial Intelligence

    Watch and discover:

    • Ways chat bots and human interaction can work together to seamlessly solve customer problems.
    • Why AI isn’t anti-engagement, but instead can be used to enhance the customer experience
    • How AI is transforming customer engagement and real-world examples of success


    BoldChat 12.0 is now available!

    October 2nd, 2017

    We are excited to announce the release of BoldChat version 12.0.

    New features and enhancements include:

    Web Workspace:
    • Operators can now handle SMS in the Web Workspace.

    Operator Client version 12.0:
    • Various stability, performance, and security improvements.
    • Various bug fixes.

    API Enhancement:
    • Simple authentication can be enabled for API triggers.
    • Custom ports can be used in addition to defaults (80, 443) for API trigger endpoints.

    To view previous BoldChat feature updates and to access various support materials, visit help.boldchat.com

    If you have any specific questions for the BoldChat team, please reach out to your account manager, or email support@boldchat.com

    BoldChat Version 12.0 was released on Friday, September 29.