BOSTON, April 05, 2016 (GLOBE NEWSWIRE) -- LogMeIn (NASDAQ:LOGM) today announced that The American Society of Composers, Authors and Publishers (ASCAP) is using LogMeIn’s live chat and multi-channel customer engagement solution, BoldChat, to help increase customer satisfaction and agent productivity.
Based in New York City, ASCAP is a not-for-profit membership organization of more than 560,000 songwriters, composers, and music publishers. ASCAP provides an efficient licensing solution for businesses that choose to use music to entertain, attract, and retain paying customers. With licensees ranging from yoga studios and orchestras to amusement parks and coffee shops, ASCAP licensing support specialists are regularly contacted to help these customers navigate the often-complex world of music licensing. With phone support as the only option for ASCAP prior to online chat, customer inquiries – whether complex or simple – were taking up significant resources. After customers expressed interest in leveraging live chat, ASCAP began looking for a flexible and customizable solution that would provide an immediate way to interact with customers on their website.
BoldChat is a multi-channel customer engagement solution that consolidates live chat, email, Twitter and SMS into one tool. It helps companies, like ASCAP, engage with their customers in the right way, at the right time to build loyalty, boost sales and improve operational efficiencies. After doing comprehensive side-by-side testing with leading vendors, ASCAP chose BoldChat due to its customization options, the integration capabilities with business systems like Salesforce.com, and the quick and easy implementation.
“In a very short amount of time, BoldChat has become and will continue to be a very integral part of how we communicate with customers,” said John Johnson, Senior Vice President of Licensing, ASCAP. “We were able to customize not only what our customers see on the front end, but also how BoldChat integrated with our current systems on the backend. The flexibility of BoldChat made it possible for us to improve our customer experience in just a few clicks.”
Since implementing BoldChat, ASCAP has seen significant results including:
- Decreased call volume with an average of 40 calls a day off-loaded to more efficient chat sessions
- Increased support agent productivity by 5x, as they now handle more chat sessions simultaneously as opposed to the single call they were handling prior
- Increased customer satisfaction with higher quality and more consistent service, as well as more rapid issue resolution
“A company’s website is their first line of defense to help answer customer questions quickly. More and more features like chat are being added to help offer a quick and seamless transition from self help to customer service,” said Ross Haskell, Senior Director of Products, LogMeIn. “By implementing BoldChat, ASCAP has now given their customers an easier way to get quick answers, which in turn helped them reduce call volume and increase their agent productivity."
For more information, watch this two minute video on how ASCAP’s use of BoldChat is enabling them to better serve their customers.
About LogMeIn, Inc.
LogMeIn Inc. (Nasdaq:LOGM) simplifies how people connect to each other and the world around them. With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and engage with their workplace, colleagues, customers and products anywhere, anytime. LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London, San Francisco and Sydney.
The American Society of Composers, Authors and Publishers (ASCAP) is a professional membership organization of songwriters, composers and music publishers of every kind of music. ASCAP's mission is to license and promote the music of its members and foreign affiliates, obtain fair compensation for the public performance of their works and to distribute the royalties that it collects based upon those performances. ASCAP members write the world's best-loved music and ASCAP has pioneered the efficient licensing of that music to hundreds of thousands of enterprises who use it to add value to their business - from bars, restaurants and retail, to radio, TV and cable, to Internet, mobile services and more. The ASCAP license offers an efficient solution for businesses to legally perform ASCAP music while respecting the right of songwriters and composers to be paid fairly. With 560,000 members representing more than 10 million copyrighted works, ASCAP is the worldwide leader in performance royalties, service and advocacy for songwriters and composers, and the only American performing rights organization (PRO) owned and governed by its writer and publisher members. www.ascap.com.
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