LogMeIn has acquired Bold Software, a provider of web chat and customer communications software. The move is part of a larger strategy to expand LogMeIn’s portfolio of web-based services aimed at customer care organizations – call centres, external help desks, and customer service teams.
“We’re seeing a shift in the way companies are approaching customer care, as well as the ways they are gauging its impact and effectiveness. Where just a few years ago, self-help and deflection may have been the predominant approach, companies are now seeking opportunities for meaningful engagement with their customers and prospects,” says Michael Simon, CEO of LogMeIn. “We believe this acquisition significantly expands the unique services we can offer to help facilitate customer engagement, while broadening the value to a wider group of customer service staff.”