New Study Finds Evolving Customer Expectations, Ineffective CX Toolsets Drive Adoption of Visual Engagement Technology - Seite 2

Not Just Any Visual Engagement Tool Will Work

While visual engagement technology holds a lot of potential, most tools lack the capabilities needed to build trusted, effortless experiences. Current visual engagement tools often require undue effort from the customer and lack the security features needed to impact customer trust. Companies that don’t pay attention to the features of their technology feel the consequences. 

• Respondents noted that their current visual engagement tools require the customer to download software or an app (70%), do not support mobile apps (62%), or don’t mask the customer’s private or personal data (58%) which detract from the customer experience
• Ideal capabilities for a visual engagement tool are the ability for a customer to initiate visual engagement sessions within the mobile app (35%) and the ability to mask private or personal data and creating a secure experience for the customer (31%), according to respondents

“The recent dramatic shift to remote customer engagement and limited in-person interactions has pushed digital transformation as a top priority for every company. Brands must close the digital divide and bring more personal customer interactions to the online experience,” said Anand Rajaram, Head of Product, Support Solutions at LogMeIn. “Visual engagement technology is a highly effective way to do this, but because of the absence of innovation in this area, many existing tools lack the features that are crucial for reducing customer effort and building trust. In other words, agents are often left without the resources to help them both understand the customer’s issue and guide them through a resolution.”

Additional Resources:

• Full Study: Evolving Customer Expectations Drive Adoption of Visual Engagement Tools: How Visual Engagement Technology Can Solve Top CX Priorities in an Increasingly Remote World
• Webinar: Fast-Tracking Digital Transformation with Visual Engagement, Wednesday, June 10^th, 1-2 pm EST
• Blog: Visual Engagement Tools Deliver Great CX: What You Need to Know
• Infographic: Visual Engagement Technology for the Win

About LogMeIn’s Customer Engagement & Support Portfolio
LogMeIn delivers industry leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. Supporting over 1 billion customer interactions every year, LogMeIn is helping companies transform how they interact with their customers in real-time, creating experiences that drive increased satisfaction and brand loyalty.

About LogMeIn, Inc.
LogMeIn, Inc. (Nasdaq: LOGM) simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in unified communications & collaboration, identity & access management, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations in North America, South America, Europe, Asia and Australia.

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