The Rescue team is kicking off a new round-up of articles that we’ve come across during the week that help drive home the importance of customer engagement to your business. This week we’d like to highlight stories about a large company who is making investments around enhancing customer engagement, the importance of designing for mobile, and some key developments and news coming out of Dreamforce ’13.
Salesforce.com’s Big Dreamforce Reveal Is New Mobile Platform, Salesforce1
In advance of CEO Marc Benioff’s keynote speech on Tuesday at the company’s major annual Dreamforce conference, Salesforce.com CRM +0.58% announced a new platform on Monday called ‘Salesforce1.’ The platform, which the company is billing as a CRM platform for developers and software vendors focused on mobile apps, fits the theme we can expect from Benioff as Salesforce’s mantra for 2014: mobility (again), connected devices, and an open-API application-first approach to business software. Read more here. Continue reading “Customer Engagement Weekly Round-Up” »
(Image source: Amazon.com)
There’s been a lot of hype over the past few weeks regarding Amazon’s unveiling of their Kindle Fire HDX and the accompanying “Mayday” customer support tool. If you watched the US baseball championship game on TV this past few weeks, you no doubt saw the commercials with this in action. At the click of a button, a Kindle Fire HDX user can request help, and within 15 seconds be connected to a live Amazon support agent through one-way video chat. Amazon promises the service will be available 24/7/365 and if the 15 second response time holds true, it will be impressive.
What’s the real issue?
Much of the media coverage focuses on the video-chat aspect of this tool but I think we need to look beyond the technology itself and focus on the real, underlying value: this technology has the potential to address needs that real customer have every day. Sure, there may be a certain group of old-school users that likes to look at the person in the eye that is helping them. But when it comes down to it, many users of technology today are plenty comfortable with a voice or live chat experience. What really makes Mayday stand out, though, is how easy it is for a customer to connect to an agent and how positive this customer experience will likely be. Having a positive experience when resolving an issue – isn’t that what we’re all trying to achieve anyway?
Many attempts, few solutions
There are many high-tech solutions these days to streamline the support process, but in many cases, they add to an already frustrating experience. For example, IVR (Interactive Voice Response) is meant to get users to the right group as quickly as possible, but we’ve all had the experience where it doesn’t recognize our request or doesn’t offer up a relevant option (try taking one of these calls in the car with kids or on the way from the train to work!).
Ultimately, consumers and users want the easiest path to resolve their problem. By enhancing the customer experience on the device itself, Amazon and other original equipment manufacturers or service providers have the power to build – and maintain – customer loyalty. Having the support channel built right into the platform is a great way to approach this.
From support to sales
I think there is another huge opportunity with the Mayday support experience that Amazon has not yet presented. Once they get past phase one of their roll-out and get users comfortable on their devices, I expect to see the Mayday button serve another purpose: sales enablement. Whether a shopper needs assistance completing a transaction or is looking to find out more about a product or shipping and return options, a trained agent could just as easily give sales or billing support as technical support. This deepens Amazon’s relationship with their customers by giving hands-on engagement in the sales process that rarely exists in the e-commerce world.
This week the LogMeIn Rescue team continues life on the road, attending ServiceNow’s annual user conference in Las Vegas, Knowledge 13. There is no better place to showcase the latest update to Rescue’s integration with ServiceNow’s Service Desk cloud service. For those unfamiliar with the integration, here’s how it works and how your staff can work more effectively within the service desk.
If you’re an IT service desk using ServiceNow to manage your helpdesk service requests, your support staff can now initiate a Rescue remote support session directly from a ServiceNow ticket. Not only does this greatly simplify the technical support workflow, it also ensures that no vital information is lost along the way. Available at no additional cost to the organization, your ServiceNow administrator can add the Rescue integration by following the detailed instructions available on our recently launched integration portal.
The integration provides efficiencies within the helpdesk by allowing staff to:
- Generate a LogMeIn Rescue session and corresponding PIN code directly from a ServiceNow ticket
- Email a link with the session PIN directly to the end-user from within the ServiceNow ticket, making it easier for the end-user to enter a remote support session
- Post LogMeIn Rescue session details back to the ServiceNow ticket, including timestamps, chat logs, notes, as well as any customer fields and technician survey answers.
If you are at Knowledge13 stop by our table top for a live demo!
For the LogMeIn Rescue team, it’s no rest for the weary. Following five days at Mobile World Congress in beautiful Barcelona, the LogMeIn Rescue team traveled to Las Vegas for this week’s Parature’s annual user conference, ParaFest 2013. And there’s no better place to preview our latest helpdesk integration with Parature’s increasingly popular customer service software. That’s right, you’ll soon be able to combine the power of Rescue and Parature to bring integrated remote support capabilities directly from the Parature ticketing interface. Here’s how it works and how you can take advantage of the new capabilities.
If you’re a B2C helpdesk using Parature to manage your customer service requests, you’ll soon have the ability to give your support staff the option to launch a remote support session directly from a Parature ticket. The ability to generate a Rescue session will be available from within Parature without any setup required and only a single simple admin setting change from within Rescue. Support technicians can collaborate with their customers in real time to quickly diagnose and resolve issues related to their products by viewing and controlling a user’s computer or smartphone, on-demand. The result is a faster and more reliable customer experience.
The integrated offering will be made available on our integration portal in the coming weeks to joint LogMeIn Rescue and Parature customers at no extra cost. Both product lines are SaaS-based, eliminating the need for onsite installations, resources or management.
The new partnership allows customers to:
- Generate a LogMeIn Rescue session directly from a Parature ticket.
- Post LogMeIn Rescue session details back Parature tickets, including timestamps, chat logs, notes, as well as any custom fields and survey answers.
Stay tuned for the official launch, and if you are at Parafest stop by our table top for a live demo.
And the trial experience is now even more secure.
By now, you’ll probably have seen the new-look Rescue PIN entry page! While the underlying functionality remains exactly the same, we’ve updated the look and feel of logmein123.com, and can’t wait for you to try it!
As you guys know, security is very important to us at LogMeIn. As we updated logmein123, we also took the first of a set of steps to further enhance the Rescue trial experience from a security perspective. Check out the video below to see these changes in action:
These are exciting times for LogMeIn Rescue! Today, we are announcing game changing enhancements to our flagship remote support solution. With this version, we focused on helping you do more with the exploding population of smartphones and tablets, and making access to the Rescue Technician Console easier, faster, and more convenient.
So what’s new?
Well, we’ve enhanced mobile configuration capabilities for email, WiFi, device permissions, and device pass code issues. Put these together with Rescue’s integrated chat and you can now resolve mobile problems more quickly and easily than in the past.
We’re really excited about the new Rescue Desktop App. Using the App, you’ll be able to launch the Technician Console directly from your desktop without the hassle of a web browser. Don’t worry though, the browser version isn’t going anywhere – you choose which to use!
With these features and more, we can’t wait to hear your feedback. If you haven’t already, why not head on over and login or, if you’re new to the neighborhood, create a free trial account to try the new LogMeIn Rescue?
If you’d like to learn more, check out the video below:
Are you providing remote support to a Mac-heavy environment? If so, then supporting users on OS X Lion devices won’t be a problem with LogMeIn Rescue. In advance of Apple’s latest release, we’re happy to announce the ability to seamlessly support end users who choose to upgrade to OS X Lion. With more than 250 new features, your customers and employees are bound to have questions, so get ready to Rescue them.
The best part? It just works. Technicians don’t have to do anything different than they do today to provide support to Lion users.
How many of your customers and employees do you think will upgrade to Lion? We’d love to hear your feedback.