Amazon Mayday: More than just video chat!

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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.


MSP Marketing Madness – Identifying the Opportunity


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In this week’s MSP Marketing Madness, I’m going to provide you with a list of suggestions for you to think about while conducting your sales outreach and when identifying ways to reduce the friction in your sales funnel.

Sourcing the deal and finding your high potential opportunities is your first, and many times, most important step. Identifying great opportunities makes a significant difference in the length of your sales cycle and reduces the time you need to fight an uphill battle to get the sale.  Before the sale, think about these questions in an effort to truly identify if you have a solid opportunity:


MSP Marketing Madness – A walk along the customer journey


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Friction is the resistance force that slows down or prevents motion of an object when moving over another.  It’s the force that allows people to walk, cars to drive, and makes heat to start a fire.

Friction is also what prevents your leads from getting from the top of your sales funnel into paying customers out the bottom.  The most effective way to speed up your sales cycle is to reduce the friction inside of your funnel as much as possible. You’re never going to be able to win every deal that enters your pipeline – or completely remove friction from your sales funnel—but by understanding how to lower the resistance in the funnel will dramatically make it easier to convert leads into customers.

To do so, you must first identify your customers’ or prospects buying process and what steps they take from the time they enter the top of your funnel to the deal close.  This is referred to as the customer buying journey.  You need to understand the entire buying process that your customer goes through; from their awareness of need, to assessing alternatives, making a decision, and then post purchase experience as a client.  The entire process is an encompassing experience and you need to be present at every aspect, to not only win the deal, but to make sure your customer is able to achieve the results that brought them to you in the first place.  You need to be there at every touch point guiding the lead through the funnel to reduce the friction, when you can. Continue reading “MSP Marketing Madness – A walk along the customer journey” »


Three Cheers for Three Years! celebrates three years of explosive growth and popularity with our online meeting tool this month. With tens of millions of users and more than a million new people trying for the first time every month, has become more than just another online meeting tool—it’s a tool that extends beyond the meeting.

Three years and 150,000,000 sessions later, is proud to celebrate providing better meetings for all.

Check out the image below, illustrating some of the great milestones in’s lifetime.



We’re Ready for Windows 8.1 and IE11


windows 8.1

New features include:

Support for Windows 8.1 and Internet Explorer 11 (IE11)

  • Launch remote control in any supported browser on a computer running Windows 8.1
  • Launch remote control in IE11 running on any supported Windows OS
  • From any client, control any host computer running Windows 8.1
  • Note: Windows RT is not supported


  • Cryptographic protocol enhancements

Host Fixes

  • Improved handling of the number lock key when using the “Use Legacy LogMeIn Mapping” option during remote control
  • Improved Wake On LAN capabilities when waking Windows hosts

Plugin Fixes

  • Improved color reproduction during remote control
  • Fixed a bug that resulted in failure when attempting to connect a drive during remote control

Don’t miss the upcoming channel webinar!

Business is changing. The explosion of BYOD/BYOA in the workplace has empowered end-users like never before. There are major changes in expectations from end-users that are driving technology decisions on a daily basis.  IT service providers need to start focusing on how they can better support users and enable them to be more productive on a daily basis.

For a long time, the IT value proposition of “we’ll take care of your network, so you can take care of your business” worked really well. The challenge with that statement now is that service provider’s value propositions are starting to all sound the same. To stay competitive and stand out from the crowd, service providers must evolve the value position to address the realities of today’s IT challenges.  To capitalize on the BYOD/BYOA trend, you need to understand and recognize this shift and also the opportunity that it presents for MSPs. Finding strategies and discovering technologies that help your customers control 3rd party application usage and manage multiple types of devices connecting to the network will create win-win scenarios for both the MSP company and the customers.

logmein channel webinar

To register for the event today please click here.


MSP Marketing Madness – Back to Basics

dr seuss

(Image Source: imgur)

Grab a copy of any Dr. Seuss book, (I’ve always been a fan) and read it.  Then read it again, but this time, notice the simplicity of the story.

The magnificent thing about a children’s book is that no matter how many times you read them, the story is delightfully simple, yet entertaining.  Children’s books are engaging because they build on emotions.  They hook you in and make you want to see a happy ending or a resolution, and there is always a lesson to be learned.

So, why am I talking about children’s books?

Because I think IT service providers can take a lesson from a page in Dr. Seuss’ book. The great IT service providers are the ones that tell stories to explain where they can solve customer IT needs.  Sometimes service providers can get caught up in the technical aspects and feature sets of the products they provide when selling or marketing.  At the end of the day, the customer just wants to see something that works.

Throwing around buzz words and special features can be impressive, but try to think about your sales pitch as if it were a children’s book.  Tell a story that shows value to the customer and relate it to their IT challenges.  Tap into the emotions of your client and walk them through a story that starts with an IT pain point and takes them to see why implementing your solution will be a “happily ever after” ending.

Use images to enhance your story, too.  Part of the beauty of children’s’ books are the illustrations. They not only support the story, but many times, drive the story more than the text on the page.  Your materials and conversations should include and focus around images to help reinforce your solution to your customers’ problems or explain why they need your services.

The next time you are talking to a prospect or customer, pitch your business as if it were a children’s book.  Keep it simple.  Tell stories.  And in the end, show them the resolution that you can provide.


Cubby Desktop Software Updates


This week we released an update to the Cubby desktop software, giving users NAS support, public link improvements and more. You may recognize these features from our blog post in August, when we released them to our preview environment, where it was thoroughly tested by a dedicated group of users.

This week’s update includes:

Support for network-attached storage and external drives

Now you can create a cubby on a fixed or removable disk such as an external hard disk drive, USB stick (pen drive), Flash reader or similar, including NAS (Network-attached storage). For more information about syncing NAS devices, please see Using NAS Devices with Cubby.

Detach account on a Windows PC

To make it easier to stop using one LogMeIn ID and switch to another, we’ve added a detach feature for Windows users.

  1. Right-click the Cubby icon on your system tray and select Settings
  2. On the general tab, click Detach next your LogMeIn ID
  3. The next time you launch Cubby, you will be asked to associate it with another account

Improvements to account switching

When re-installing Cubby or switching between accounts, Cubby now provides the option to rejoin previously synced cubbies.

Improved public link creation (Windows & Mac)

  • Mac users can now create public links directly from their Finder context menu.
  • For both Windows and Mac, after generating a public link you will be shown the link to the individual file, rather than a list of public links within that cubby.

Automatic “switch back to live” on Mac host

Mac users can now easily switch between the Preview and Live versions of the Cubby Mac hosts from the Settings > About page.

Sync-related improvements

We also fixed various sync-related issues.

Note that Cubby should update automatically to the latest version, which is


MSP Marketing Madness – Delight Customers to Build Loyalty


(Image Source: happycustomers by imponder) (CC BY 2.0)

In last week’s MSP Marketing Madness blog, we discussed the idea of humanizing your brand to win more business by solving for your customer’s human problems in addition to their business problems.  By doing so, you will start to build trust with your customers and an advocate base that will drive future referrals.

Next comes the challenge of keeping your customers happy.  In today’s world, simply providing good service doesn’t cut it anymore.  Your business needs to deliver great customer service and provide them with extra, unexpected value such as personalized service or additional support, when needed.  During his keynote at the INBOUND 13 Conference, the leader of HubSpot Academy, Mark Kilens (@MarkKilens), explored the key components to keeping his HubSpot customers happy by building customer loyalty.

Mark quoted Simon Sinek who defined loyalty as the situation “when people are willing to turn down a better product or price to continue doing business with you”.  So, what factors make a buyer turn down a better offer?  Mark believes that there are three pillars that each business must address in order to build customer loyalty and unwavering brand advocates:

1.  Product – Products need to be good (if not great), and people need to love using them!

2.  Communication – Communications need to be personal.  Businesses need to develop relationships built on trust and effective communication between the supplier and the consumer.

3.  Education – Businesses need to take the time to educate customers, both on the need and the solution, in order to be successful and become a trusted expert.

Continue reading “MSP Marketing Madness – Delight Customers to Build Loyalty” »

  Valued For Its Ease of Enterprise-wide Deployment

Nucleus Research finds is valued for its ease of enterprise-wide deployment

Nucleus Research, a third-party research firm, recently published a report stating that one of the key benefits customers experience over other online meeting tools is the ease of creating a business deployment.

The research document, the Guidebook, cites several of our customers who have used other online meeting tools in the past. Nucleus Research interviewed them about their previous experiences with other tools, as well as their current experiences with, to uncover the key reasons why these companies made the switch to

Nucleus found that many of these enterprises were introduced to by individual employees, who were using the tool outside of their company-sanctioned meeting tool. The users then elevated their requests to management and IT to purchase the application. One natural concern at this point in the process is, “How do I deploy and manage a cloud-based application to my company?”

Nucleus dove into this issue head-first by interviewing customers who have been through the process and discovered that the  administrative interface was easy to use.  Companies could quickly aggregate all single users into a single  console and deploy to new users with a simple email invitation, and  it was easy to use for ongoing management of licensces


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One company interviewed stated that they were already using a competitive meeting solution, but decided to put to the test on a trial basis. They specifically noted how simple it was to add 75 users to the corporate account, quickly.

Another company stated that they were able to quickly provide licenses for 300 users. “We sent the invite to 300 people and they were set up.”

It’s that quick and easy. Continue reading “ Valued For Its Ease of Enterprise-wide Deployment” »