Meet Today’s Customer Service Rock Star

Boldchat Rockstar Hall of Fame

Wednesday’s Rock Star is Jenna Smallins! Jenna is the E-Commerce Sales Support Specialist for HALO Branded Solutions.   Here’s what her colleague, Samantha Massey, says about Jenna and why she is a Customer Service Rock Star:

HALO Branded Solutions serves two sets of customers through—existing clients who are currently working with a HALO Account Executive and new HALO customers who find us online. Jenna is one of our BoldChat Rock Stars who interacts with both types of customers regularly. Jenna works with current clients to answer questions they may have on an order, help them reach their Account Executive for rushes, and point them in the right direction regarding invoice questions. She helps connect clients to their HALO rep, almost like an extra sales assistant for the Account Executive.   Customers new to HALO chat with Jenna regarding anything from order timelines to specific product needs. She answers questions regarding specific imprint options and out of the box product needs. Jenna has been with HALO for nearly a decade and uses her experience to help connect new customers with a representative who can find them the products they need in their timeline and budget. She truly is a BoldChat Rock Star.

Tuesday’s Rock Star is Melodi Connor! Melodi is the Supervisor, Customer Support for Freedom Acceptance. Here’s what her colleague, Micki Andino, says about Melodi and why she is a Customer Service Rock Star:

Melodi has taken over all of The Company’s Chats. We used to have 3 chat groups but as we grew and learned how important this function is, we decided to bring this to one group of Customer Support individuals who will answer all chats for Service and Support. This ensured the customer was treated with the upmost respect and taken care of immediately. Melodi oversees a group of 6 individuals who are responsible for all chats and support calls for our company. We are delighted with the outcome and her team for keeping our standards high and our customers happy.

To kickoff Customer Service Week, we’re thrilled to announce Henrik De Presno as today’s Rock Star! Henrik is a First Line Customer Service Agent for LG Electronics Nordic.

Here’s what his colleague, Erik Svalberg, says about Henrik and why he is a true Customer Service Rock Star:

In a team of only 4 agents managing the entire Norwegian market, Henrik, being only 19 years old, has become an essential part of the team in a very short time. Simultaneously taking up to three chats at the same time as receiving phone calls and sometimes even e-mail duties he has received perfect marks on nearly every chat survey. As if that wasn’t enough, he even manages to help out on the Swedish chat when it overflows, getting equally impressive marks. He is able to convey a fantastic tone through writing, and without having to resort to tired clichés and standard phrases. He communicates his willingness to help the customer by embedding it in his still focused and precise technical support. Thanks to his stellar performance we are able to attend practically every chat and call that comes in, without letting the customer wait or have to come back later. I sincerely believe it would be hard to find someone as dedicated and skilled as him, and it is my pleasure to recommend him for this recognition.

Thanks to everyone who has submitted a nomination so far. It’s not too late to nominate a Rock Star.

Check back tomorrow to see the next member of the Rock n’ Roll Hall of Fame!



BOSTON –October 5th, 2015 – LogMeIn, Inc. (NASDAQ:LOGM) today announced that it will report its third quarter 2015 financial results for the period ended September 30, 2015 following the close of market on Thursday, October 22nd, 2015. On that day, management will hold a conference call and webcast at 5:00 p.m. ET to review and discuss the Company’s results for the third quarter.

  • What: LogMeIn Third Quarter 2015 Financial Results Conference Call
  • When: Thursday, October 22nd, 2015
  • Time: 5:00 p.m. ET

Live Call:    

  • + 1-877-407-9124 (U.S.)
  • + 1-201-689-8584 (International)


  • + 1-877-660-6853 (U.S.)
  • + 1-201-612-7415 (International)
  • 13620839 (Conference ID)


About LogMeIn, Inc.

LogMeIn, Inc. (NASDAQ:LOGM) simplifies how people connect to each other and the world around them. With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and engage with their workplace, colleagues, customers and products anywhere, anytime. LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London, San Francisco and Sydney.


How to use LogMeIn from your smartphone

In today’s world, we’re all on the go and trying to be as productive as possible – whether we’re working from home, checking in on the weekend, or taking work on the road. In fact, we recently found that the majority of people (80%) have worked remotely in the past six months. When you’re out of the office, you want to make sure you have the tools you need to get what you need done easily and quickly. With your LogMeIn subscription, you can download a free mobile app that allows you to remotely access your computer – wherever you might be – so you can stay connected to work anywhere.

There are multiple ways to use the LogMeIn app with your Pro or Central subscription, but these are the two most common scenarios and how to make the most of them.

pro pcRemote access via the mobile app
It’s never been easier to access you work computer from your smartphone or tablet. First, just download the latest version of the LogMeIn to your phone (it’s available for iOS and Android). Once you launch the app, you’ll need to login with your LogMeIn ID and password and you’ll see the list of computers you’ve added to your LogMeIn account. Simply click on the computer you want to access and then choose Remote Control to start a session. Once the session starts, you’ll be able to access your computer as if you were sitting right in front of it.


mobile appFile manager via the mobile app
With the LogMeIn app, you have the flexibility to do what you need with your files. Whether you want to copy files from your smartphone or tablet to a cloud storage service like Dropbox or Box, email them, or simply copy, the app will get the job done. From the My Computers screen in the app, select the computer whose files you want to access, and click File Manager. You’ll see your file structure and have the ability to open folders and files, move, and sync.


If you don’t have the LogMeIn app for your smartphone or tablet, now is the time to get started! You never know when you’ll need access to your computer or files when you’re away from your desk.


Avoid These 3 Common Small Business IT Growing Pains

Shot of a mature businessman looking tired while working at his office desk

As we referenced in our last blog, failure to invest in IT early is one of the common reasons startups fail. We’ve seen that as a small company grows it is bound to make some mistakes along the way, but many times, the most critical (and costly) growing pains are IT-related. More often than not, this occurs because smaller organizations lack IT resources. Combine that with the need to place their energy on keeping the business running, and you may well have yourself some technology growing pains.
With that in mind, here are a few steps you might want to consider to avoid these pains:

  • Your data’s important. Make sure you back it up. Bad things happen, and you could become a victim of a server crash, fire, flood or cyberattack. Thus, you need to make sure that your data is secure, which means regular and frequent backups. A cloud-based or hybrid approach is the solution of choice for many small businesses. Backups can be automated, easily scale as needed, and keep your data offsite, safe and sound.
  • PC’s are like cars. At some point, it doesn’t pay to keep them going. Once a PC has been in action for more than a few years, and needs major repairs that may end up costing you half of what a replacement will, it’s time to think of investing in new gear. A repair or upgrade may cost you less in the short run, but over time costs can really add up if you need to keep fixing it. Replacing the computer brings with it a number of benefits, more powerful equipment can improve productivity, and you’ll also be able to use newer software and peripherals that wouldn’t work with your old gear. Keep in mind that some repairs make more sense than others. Adding RAM or a new hard drive to boost performance or storage capacity may well work out; replacing a dead motherboard, not so much.
  • When you do dispose of old hardware, proceed with caution. Those old PCs, laptops, smartphones and tablets are likely to hold sensitive company data. If your gear falls in the wrong hands, you could find yourself with legal or compliance problems. Wipe your old data out, check out this article you might find helpful when considering recycling your old hardware. Once you’ve taken care of your data, you’ll need to find a way to safely dispose of your old equipment, which is likely to contain materials harmful to the environment. So no tossing old gear in the dumpster, instead, consider selling it (directly, or through a service like Gazelle), or donating it to a charity like ComputersWithCauses.

Sound IT practices like these will better support you as you grow. The sooner you begin to implement them, the better.


Rescue’s Ready for El Capitan


On September 30, Apple will be releasing the newest OS X (v10.11) El Capitan, and LogMeIn Rescue will be ready!

We are ready with a customer applet that supports the newest 10.11 OS X, from day 1 – With no updates or add-ons required, Rescue users are ready for those early adopters.

Coming soon – An update to the Mac Tech Console featuring Rescue Lens, along with Mac El Capitan Support, and some other goodies! We will keep you posted on when that is available. In the meantime, you’re all set for those end users who’ll be making an immediate switch to El Capitan.


Who ROCKS Your Customers’ World?


Every contact center has that customer service agent who stands out from the rest and truly ROCKS. In honor of Customer Service Week, we’re inviting BoldChat customers to recognize their top agents who consistently:

  • Increase customer satisfaction by delighting customers and proactively addressing their needs using BoldChat
  • Achieve customer service goals based on key metrics like first contact resolution, average handle time, etc.
  • Carry themselves in a way that supports your brand promise

We’ll randomly select a Rock Star each day of Customer Service Week and announce them on our Rock n’ Roll Hall of Fame blog, Twitter and LinkedIn pages. Each Hall of Famer will receive a $100 Amazon Gift Card for their outstanding service. Fill out the form below or use this link to nominate your Rock Star today!



Always have what you need with File Manager

Remote access is all about making your life easier, whether it’s working from home, on-the-go, or on your phone, but remote access isn’t the only part of LogMeIn that makes your life easier. With File Manager, you can move, copy, and edit files between computers without dealing with the hassle of USB drives or oversized email attachments.

When you’re using LogMeIn Pro or Central, you can easily access the tool by clicking File Manager from your Computers dashboard in the web browser or the desktop client. You don’t even need to initiate a session to have access to the File Manager.

Simply click File Manager, open any remote file from a local device and you’re ready to start working. A convenient side-by-side display allows you to move and copy both files and folders onto your local computer so you can keep working as if you were sitting right in front of your work computer.

Not at your computer? No problem. Simply connect to File Manager using the iOS or Android app for LogMeIn. Once you launch the app, you can browse files on the remote computer and edit them as allowed by your device.

Learn more about File Manager in our Knowledge Base or watch the video below.


Enabling Two-factor Authentication for Your Organization

Recent high-profile, security breaches have proven that relying solely on passwords is becoming less adequate for protecting sensitive systems and data. The vast majority of these breaches in the industry have started with some kind of malware listening to keystrokes on client computers, gathering credentials to various online services and sending this information to the attackers. These credentials are then used to provide unauthorized access to these services.

As LogMeIn continues to advance our security features, we are committed to ensuring the ease-of-use for users combined with components that promote secure, safe, and wise use of our products.

Today, when you log in to your LogMeIn Central account you will be greeted by a page asking you to enable two-factor authentication (2FA) for your entire organization. Here you can easily enable 2FA for you and all of your invited users, thereby adding that extra layer of security that will help prevent unauthorized access to your account.

2faLogMeIn has introduced a number of new security enhancements in recent months and this latest addition is focused on the ability to enforce a policy to all users in an account.

Why 2FA?
Two-factor authentication adds a second layer of protection to your LogMeIn account that is difficult to compromise through these types of attacks. When 2FA is enabled, the password alone does not grant access to your Central account. In addition to the password, you are prompted to enter a one-time security code. Users have the opportunity to set this up from either a mobile authenticator app (the most common option) or via SMS text message.  Additionally – if the primary method is unavailable, users will be able to request a code via an email backup. Users can use:

  • LogMeIn Authenticator App  – NEW
  • Google Authenticator (available on iOS & Android, and equivalent on Windows Phone)
  • Security Codes via SMS
  • Emailed Security Codes – (backup option only)

For successful authentication, both the password and the correct one time code must be entered.

Enforcing 2FA
While using 2FA is a highly recommended best practice, it is also mandatory by various security standards, such as PCI DSS or HIPAA. If you have multiple users, it is crucial that all of them follow the policy that you set, including using 2FA when they access your Central account. You can enforce this on the Login Policy settings page in the Users menu on the left navigation bar.

login policy

For a detailed overview of LogMeIn’s security enhancements including 2FA, check out our online guide or login now to adjust your settings.


Desktop Sharing is Caring


Sharing is caring. Especially when it makes life easier for you. That’s exactly what LogMeIn Pro’s Desktop Sharing feature does. With Desktop Sharing, you’re able to share your screen quickly and easily with others, even if they don’t have Pro. You can also hand over remote control to whoever you’re sharing with so they can control your desktop. It’s perfect for one-to-one collaboration and support.

If you’re not sure how you might use Desktop Sharing, here are a few common scenarios we see among Pro users:

  • You need help: Imagine you’re having trouble accessing an account or dashboard. Rather than go back and forth with the product expert via email or on the phone, simply share your desktop with them and give that person control. With that they’ll be able to remote into your computer and show you the process step-by-step, right on your screen.
  • Review a deck: There’s a big meeting next week and you need to review the slides with your co-worker, but they’re working from home or in another office. Just share your desktop with that person so you can both see the slides as you review. And with remote control, you can toggle the editing capabilities back and forth. If you need to present your deck in front of a larger group, try out for instant screen sharing with up to 10 people for free.
  • Look at photos: Desktop sharing helps with personal stuff too. You posted photos of your children to Facebook but your parents aren’t on Facebook and they want to see the photos. No problem. Just email them an invite to view your desktop and do an online slideshow.

There are two ways you can share your desktop. One option is to open the LogMeIn Control Panel, and the other is to click the LogMeIn icon in your system tray. From there follow the instructions and send an email to the person you’d like to see your desktop. Once the recipient clicks the link in their email, the session is activated. Desktop Sharing is just another way LogMeIn Pro helps you be more productive and get your work done anywhere, anytime.


[Webinar] Harnessing the Power of Chat in Your Contact Center


Live, web chat has become the preferred customer channel for customers looking for assistance. Yet a recent ICMI survey showed that just one-third of contact centers today are taking advantage of web chat. That means that two-thirds of contact centers are missing out on an opportunity to improve customer satisfaction. On September 24th at 1 p.m. EDT, we’ll be joining ICMI to delve into the importance of live chat and best practices for ensuring customer satisfaction with this growing channel. At How To Harness the Power of Chat in Your Contact Centers, you’ll learn:

  • Why customers prefer chat over any other assisted channel
  • The necessary skills for effective customer interactions on chat
  • How to best measure the success of chat
  • When to expect a chat implementation to deliver its return on investment

For what promises to be a lively interactive session, our panel includes ICMI’s Erica Strother Marois, who will present her organization’s latest research on live chat; writing expert Leslie O’Flahavan on the writing skills live chat agents need; and LogMeIn’s Ross Haskell on where to look when measuring the ROI of chat.

You can register for the webinar here. If you’re not able to join us on September 24th at 1 p.m., a recording will be available shortly after the event for those registered.

In the meantime, why not check out BoldChat? (You’ll even be able to experience the power of live chat for yourself by chatting with one of our sales support folks!)