Cloud-based remote access, support and collaboration solutions provider LogMeIn, Inc.’s portfolio of web-based services aimed at customer care organisations looks set to expand, now that the company has acquired Bold Software, LLC for US$16.5m in cash.
Bold Software is a provider of web chat and customer communications software. Its BoldChat product line is a live chat and click-to-call customer service solution used by retail, financial services, manufacturing, software and telecommunications organisations.
“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,” said Michael Simon, CEO of LogMeIn.
“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. 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,” he added.
LogMeIn plans to continue to offer BoldChat as a standalone offering while integrating the BoldChat service with its other product lines to deliver a suite of cloud-based customer care services. This is expected to include its flagship remote support offering, LogMeIn Rescue.
“LogMeIn and Bold Software have a shared vision when it comes to customer care – we believe it’s a great match for our loyal customers and our business,” said Steve Castro-Miller, president and CEO of Bold Software. “By combining forces, we believe we have an opportunity to deliver a suite of services beyond anything available today.”
