PARIS, May 19, 2020 - Business & Decision today announced that it has expanded its partnership with LogMeIn to offer the Bold360 COVID-19 FAQ Chatbot to its customers in order to manage the increase in volume and complexity of questions received related to COVID-19 .
The pandemic is creating numerous challenges providing information and updates to customers, employees, and partners. Accurate and real-time information sharing is critical, and the FAQ chatbot is a simple solution to help HR and other departments contain the volume of inquiries, provide consistent and immediate answers, free human agents to focus on more complex questions, and gain insights from inbounds to optimize the flow of information for both customers and employees. The new offering follows a long-term partnership focused on bringing impactful service solutions to Business & Decision's customers across Europe and the rest of the world.
“ So far, we have seen two waves of questions: the first focused on what the virus is and how we can protect ourselves; the second on how governments are trying to limit the impact of the pandemic within their countries or regions. This range of information-seeking highlights the challenge of communicating clearly and consistently in these circumstances, ” said Gerrit Denayer, Marketing Director & Chatbot Offer Lead at Business & Decision Europe. “As we enter the third wave, we expect questions about the reactivation of the economy and social life, and a lot of questions that are company specific - yet more ground to cover and an illustration of the urgent need our customers feel to implement a solid solution for the future to help cope with questions on the changing landscape. We're able to offer that with LogMeIn. ”
“As a leader in digital customer experience an advanced analytics, Business & Decision has been a strong partner for the past year bringing smart solutions that enable and enhance customer and employee experience for businesses in insurance, financial and retail markets,” said Ryan Lester, Senior Director, Customer Experience Technologies at LogMeIn . “As the coronavirus pandemic has strained companies and support teams worldwide, LogMeIn is moving quickly to stand up solutions in real time that provide support for our partners and customers where and when they need it most.”
The Bold360 COVID-19 FAQ Chatbot can be placed on any website to provide quick and consistent answers for internal or external stakeholders, 24-hours a day. Business & Decision enables any size company to implement this solution quickly and easily. In fact, Business & Decision takes on the task of maintaining the general knowledge base for the COVID-19 outbreak and simply sets up an exchange with customers to add content specific to their enterprise, identify knowledge gaps, and develop processes for escalating specific questions to a single point of contact. The solution is powered by LogMeIn's Bold360 digital engagement solution, which is built to support high-volume customer service teams, and includes: