LogMeIn Redefines Employee Support with New Product Lineup
October 16 2018 - 9:00AM
Prompt ai and RescueAssist Help Service Desks
Eliminate Employee Support Headaches
Today, LogMeIn, Inc. (Nasdaq:LOGM) introduced two solutions to its
market-leading product portfolio – both designed to revolutionize
the employee support process. By making the technology easier,
faster and more frictionless than ever before, LogMeIn is removing
the need for companies to choose between the requirements of IT and
the expectations of employees. The new lineup is focused on
eliminating many of the challenges associated with today’s internal
support – including cluttered support queues, lengthy resolution
times, and multi-step support processes – to create a simpler and
superior overall experience for everyone.
The newest product to join the LogMeIn support solutions family,
Prompt ai, makes AI-powered employee self-service accessible to any
size organization by delivering an easier, more engaging, and more
effective approach that will encourage employee adoption, and free
up help desk teams to focus on the situations that need them most.
In addition, LogMeIn also introduced RescueAssist, the
next-generation of their market-leading remote support solution,
GoToAssist. Designed to be a lighter, faster approach to remote
support, RescueAssist’s web-based console removes the friction
commonly associated with starting a remote session. Together, both
products bring the IT Help Desk directly to the employee to offer a
much simpler and more efficient support experience.
“Much of the issue with employee support today revolves around a
disconnect between the processes and technologies that work best
for employees and the ones that are optimized for IT,” said Roy
Atkinson, Senior Analyst, HDI. “Businesses should not have to
choose between the two. Emerging technologies like AI-powered
self-service are helping to remove some of the challenges
associated with IT support. However, when human intervention is
required, it’s important that the process is equally as seamless
and effortless. As the workforce continues to evolve, organizations
will be looking to bring these capabilities closer together in
order to make IT support friendlier and more consumable for all
employees.”
Introducing Prompt aiPrompt ai acts as an
always-on support partner for employees, delivering instant
assistance in the systems they are already working in. Helping both
employees and support staff do more, Prompt ai frees up IT teams by
taking common, repetitive questions off their plate while
empowering employees to quickly remedy issues and get back to their
day.
Where traditional self-service tools require employees to
leverage yet another system, Prompt ai brings help directly to the
employees to make the experience part of their normal workflow. In
addition, Prompt ai is built with natural language processing to
ensure it understands the intent of the employee issue no matter
how the question is asked -- enabling intelligent, helpful
conversations that promote long-term adoption. Features
include:
- AI-First Technology: Leveraging cutting edge
AI & Natural Language Processing technologies, Prompt ai
understands how people naturally speak, helping users solve their
own problems instantly and with ease.
- Lives in Popular Messaging Apps: Prompt ai
engages employees where they are already working in familiar
interfaces like Slack, Microsoft Teams and Skype for Business.
- Easy Escalation Capabilities: By
connecting to popular ITSM platforms and ticketing solutions –
including ServiceNow, Jira Service Desk, and Samanage – Prompt ai
provides seamless ticket escalation so employees can effortlessly
receive support from IT experts.
- Simple Pre-built Content Templates: Templates
and tips make content building fast and easy – even if you’re not
an expert.
- Smart Content Curation: Real-time analytics
dashboard classifies similar questions and provide actionable
insights reducing the effort to maintain quality content for
self-service.
Supporting Employees from Start to FinishWhile
Prompt ai empowers employees to get quick answers to frequently
asked questions, not all employee support situations can be fully
remedied through automation. RescueAssist was designed to deliver a
groundbreaking, frictionless experience for situations that require
deeper support. Key new features include:
- Frictionless Connections: Through a
simple plugin, RescueAssist offers users the ability to quickly and
easily start a support session right from the browser.
- Right Fit Support: RescueAssist offers instant
access to light-weight support options including chat, remote view,
and file transfer.
- In-Channel Support: Integrations with popular
messaging applications like Slack put the IT Help Desk in a
familiar place where employees are already working.
- Mobile Device Support & Camera
Share: RescueAssist supports Android and iOS mobile device
users and offers the ability to troubleshoot equipment anywhere
using the end-user’s mobile camera, no app needed.
“Today LogMeIn has taken an important first step in helping to
reinvent the way companies support and empower their employees,”
said Paddy Srinivasan, General Manager, Customer Engagement &
Support Solutions at LogMeIn. “With the introduction of Prompt ai,
we are bringing our expertise in AI-powered customer engagement and
offering an easy yet powerful solution for the modern workforce.
The ability to self-serve combined with the ground-breaking
features of RescueAssist, for situations that require a human
touch, allow support teams to provide an end-to-end experience that
eliminates friction and increases overall productivity.”
Additional Resources:
- Prompt ai Website
- Research: Onward to the Future of IT Support
- Blog: Employee Support Just Got Smarter and Easier; Introducing
Prompt ai
- RescueAssist Website
- Blog: Welcome to the Future of IT Support: Introducing
RescueAssist
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 200 million
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 communication &
conferencing, identity & access, 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.
Media contact:
Alison Parker
press@logmein.com
781-850-1261
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