LogMeIn Virtualizes Face-to-Face Tech Support with Rescue Live Lens
April 16 2020 - 9:00AM
LogMeIn (Nasdaq: LOGM) is making it simple and safe for
organizations to provide exceptional customer and employee
experiences with enhanced visual support solutions. Building on
LogMeIn’s industry leading remote support offer Rescue Lens, the
new Rescue Live Lens elevates video-based support to the next level
by eliminating the need to download and install an app, providing a
more seamless and convenient user experience. The interactive,
fully browser-based solution uses a mobile device’s camera to allow
agents to quickly see, diagnose and resolve equipment issues
remotely. Live Lens enables IT and field service teams to deliver
instant, guided assistance to lower handle times and resolve issues
faster.
As the world employs social distancing strategies to combat the
COVID-19 pandemic, the way businesses operate has changed. Nowhere
is this felt more intensely than among internal IT teams and
businesses that rely on field service teams to support their
customers on-site. With Live Lens, LogMeIn is enabling
organizations to practice social distancing, keeping their
employees and customers out of harm’s way, while still maintaining
a high level of service.
IT must handle new types of employee requests ranging from
connecting a monitor in a home office to changing the ink on a
printer or resetting a router while also being tasked with managing
a virtual workforce infrastructure. With Live Lens, IT staff can
easily handle these requests over video, essentially offering
remote workers a virtual IT support desk right in their homes.
Furthermore, this helps to eliminate the cost and productivity loss
associated with sending hardware to a central location for
diagnosis and repair.
Meanwhile, field service teams that typically rely on being
on-site to support customers must find new ways to diagnose and
resolve issues without direct human contact. Live Lens not only
enables in-the-field support teams to help customers from afar when
direct contact is not possible, but it eliminates extraneous truck
rolls in any instance where a problem can be solved remotely by
virtually seeing the issue. This video support also allows
less-experienced field service technicians to leverage the
expertise of senior support teams or product experts for
consultation from the field.
“Amid the COVID-19 outbreak, we are relying on technology more
than ever to get work done remotely and that is creating new
support needs that must be handled virtually,” said Anand Rajaram,
Head of Product, Support Solutions at LogMeIn. “Live Lens gives IT
support and field service teams a secret weapon to answer new and
uncharted requests, from setting up remote workstations to
troubleshooting a Wi-Fi router, cable modem or even diagnosing and
resolving an issue with an at-home HVAC system. Live Lens is built
to feel as if support staff are right there next to the employee or
customer, seeing everything they see and helping them along the
way.”
Rescue Live Lens features are designed to provide the simplest,
most intuitive experience possible for both support teams and the
users they are helping:
- No Downloads: Unlike other video support
solutions, Live Lens is entirely browser based and does not require
the agent or end user to download and install an app. Rather, the
support staff generates a link and sends it to the user to start a
session; from there, it’s as simple as a click to join.
- Camera Sharing and VoIP Audio: Customers
simply use their iPhone, Android or Windows camera to show the
issue to support staff in real time, while built-in audio makes it
easy to communicate and seamlessly resolve the problem.
- Annotations: Agents can draw or place various
annotations on the paused video to help explain the solution. This
includes numbering of annotations to create simple step-by-step
directions.
- Session Transfer: If a problem is better
suited to be resolved by another representative, transferring an
active session to another agent is simple and does not require the
customer to start over.
- Session Recording and Reporting: Staff are
able to save the camera sharing session for quality assurance or
audit purposes and see aggregated historical data to analyze usage
and metrics.
- Agent Notes and Snapshots: Conveniently take
notes during a session for later reference and capture still images
for record keeping.
LogMeIn’s Support Solutions portfolio is designed to eliminate
friction across digital experiences for both agents and end users
to deliver increased satisfaction. Live Lens expands LogMeIn’s
remote capabilities to help remove the barriers that limit what
businesses can see, support, and solve, to turn frustrating
experiences into positive outcomes.
Rescue Live Lens is now available as a standalone offer as part
of LogMeIn’s customer engagement and support portfolio. For more
information visit, logmeinrescue.com/livelens.
Additional Resources:
- Blog: Covid-19 Is Changing Everything, Including Physical
Device Support
- Datasheet: Rescue Live Lens
- Webinar: See What your Customer Sees: Visual Customer Service
and IT Support in the Age of Social Distancing, Tuesday, April
21st at 1pm ET
- Video: Rescue Live Lens
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.
Media ContactJen
Mathewsjennifer.mathews@logmein.com617-279-2443
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