We recognize that our investment community has become increasingly social savvy and intently follows our customer-focused social channels. With this in mind, we’re pleased to announce that we have launched two dedicated social channels for our investment community!
These channels are designed to help bolster regular two-way communications with company investors and analysts, and will supplement and sometimes replace traditional online investor relations channels to serve as a primary means of disclosure. The benefit of this social approach is that it affords all of our investors with new ways to learn and new avenues for us to listen and respond to our shareholders. To see the press release announcing this new venture, please click here.
The dedicated investor channels include this investor page on our corporate blog and a investor Twitter handle, @LogMeInIR. This blog will feature investor content around key corporate developments, earning announcements, new product launches, and market trends. The IR Twitter channel will allow investors to simply follow key company developments and interact directly with LogMeIn’s IR team.
We’re looking forward to keeping our shareholders up to speed with key company developments. If you have any questions, please leave your comment in the section below or contact me directly at InvestorRelations@logmein.com.
As consumers become more accustomed to buying through many different channels, their expectations for superlative service across these channels is also increasing. One strategy employed by many leading retailers is the use of mobile live chat to incorporate the human touch into the mobile commerce experience.
Chatting Your Way Up to Better Holiday Sales
Chat is familiar to most consumers and many view it as their preferred method to communicate with an online business. Forrester Research reports that the percentage of consumers that have used online chat for customer service has been increasing steadily – from 30% in 2009 to 43% in 2012. Our own 2013 Live Chat Effectiveness study confirms this finding showing that 52% of regular internet shoppers had used the technology.
As mCommerce adoption rates continue to grow, mobile chat engagement is growing right alongside, providing an effective way to facilitate one-to-one human interactions. Forward-looking retailers who want to boost next year’s holiday purchases should consider the following best practices:
Support customer research and decision making through mobile chat. During the exploration phase of the buying cycle, mobile chat can be used to help consumers become more informed. Cosmetics provider, e.l.f., for example, uses chat to connect professional make-up artists with shoppers on their website.
Answer urgent questions that arise during purchase. Mobile chat is an efficient way to respond to questions related to product details, shipping and return policies, and more. Quickly and effectively answering inquiries in real-time eliminates barriers to purchase, reduces shopping cart abandonment, and increases average order value.
Enhance the brick & mortar shopping experience. To make the in-store shopping experience quicker and easier, many retailers are creating mobile apps or mobile-optimized website features. Mobile chat makes it possible to offer in-store customer service in a personalized and real-time manner. Neiman Marcus, for example, has an app where customers can bookmark products and connect directly with sales staff.
Mobile devices empower us to live remotely, but there is an ironic consequence to this freedom – being connected to information often disconnects us from each other. Mobile chat can bring companies closer to their buyers during the holidays, and throughout the entire customer lifecycle.
To learn more about mCommerce best practices, download The New mCommerce Reality research report here.
As the holiday season quickly approaches, we can’t help but think about the important role customer experience plays for both LogMeIn and our many B2C customers. This week’s roundup takes a look at some blogs about technology leaders and how they are leading the charge in increasing brand equity and generating revenue. Additionally, I’m sure many LogMeIn blog readers have seen the WestJet Christmas miracle video (if not, click here), which led to some thought-provoking discussions on memorable experiences that built brand loyalty. The LogMeIn Rescue and BoldChat teams want to hear from you. Has your organization gone out of its way to provide a memorable experience that resulted in a win-win for everyone? Let us know in the comments section below.
What Makes Amazon Customer Service So Satisfying?
In our first glance at this week’s blog posts, @Parature takes a look at Amazon and why they are so successful at customer service. Parature first reviews the results of a recent Foresee Experience Index report where Amazon stands at the top of 100 known brands with some impressive numbers including 83% of Amazon customers more likely to purchase more and 77% are more likely to recommend the brand to others. Parature highlights five areas of focus that makes Amazon customer service so satisfying, with one focused on convenience, which will cover in another story below. Click here to read more.
Even Steve Jobs put customer experience before product
GetSatisfaction found some footage from the 1997 Apple WWDC that evokes some fond memories of the late Steve Jobs. In their retrospective, including a link to the actual video, they remind us that Jobs and Apple design around the customer experience first and foremost. One quote that caught our attention was: “You’ve got to start with the customer experience and work backwards to the technology.” Jobs admits he has made the mistake himself by prioritizing technology. It’s really interesting to listen to a man as successful as Jobs discuss lessons learned from failures. Click here to read more on GetSatisfaction’s take of Steve Jobs’ response to a challenging question.
Customer Experience: What is the Opposite of Convenience?
Kate Nasser takes a look at the role of convenience plays in meeting customer expectations. While the example references fast food, this can be easily applied to the technology sector and more specifically mobile applications. When people are on mobile devices, they are using most apps for convenience. This can be a productivity app like LogMeIn Free for iOS, a banking app, or even an airline app enabling you to check in or book flights online. When you are building your mobile app, you need to start with the convenience connection and design for optimal customer experience and behaviors for smartphones and tablets, not the web. Click here to read more on building a connection to your customers through convenience.
Update 12/26/2013: Comments on this post are now closed. Should you need support, please contact us.
Update 12/23/2013: When starting a remote session, Firefox might display a “Launch Application” dialog. Please simply enable “Remember my choice for logmein links”, and click on “OK”, without starting to browse for an application with the “Choose…” button. The entry selected by default (“LogMeIn Client Application” or “Launch LogMeIn Client”) should simply work.
Update 12/19/2013: We have updated the Windows LogMeIn Client to version 126.96.36.199 which will solve many of the problems you might have experienced. Users initiating a new RC/FM session will automatically update to the new app.
Starting this week, the way you use LogMeIn to remotely access remote computers from a browser is going to change. Don’t worry, we’ve worked hard to maintain the same quick, easy, and robust experience you’ve come to trust and hopefully enjoy. But ‘how’ we do it is changing, and we just wanted to take a minute to explain what’s changing, why it’s changing, and yes, why this new approach should provide an even better experience for you.
The end of browser plugins
The dawn of the new era is upon us: browser plugins are soon to be a thing of the past. Many modern browsers have ditched browser plugins completely. iOS and Android led the way, and now Windows 8 “Modern UI” Internet Explorer has also said goodbye to plugin support. OS X’s Safari 6.1 and above enabled click-to-run mode for plugins in October. Firefox will follow in December, and Chrome joins the party in January – their plan is to go even further, and completely remove plugin support by the end of 2014.
So what does this have to do with LogMeIn and your remote access experience? At LogMeIn, we’ve long utilized plugins to offer a rich set of remote access functionality – plugins offered an elegant means of overcoming the web’s limitations and enrich the browser-based user experience. So we’ve been watching this march towards a plugin-free world and actively exploring the best ways to deliver the same great experience on which you’ve come to love.
Introducing the new, plugin-free LogMeIn
As we started to devise our solution for new age, it quickly became clear that native, operating system level applications offered the best experience. So starting with our next major LogMeIn host release – initially rolled out today — users of Safari 6.1, Firefox 26, Chrome 32 and above won’t see any more plugin installation prompts. Instead, when they first make a remote control or file manager connection in the browser, they will be prompted to download a small support file (.exe file on PC, .zip file on Mac). The LogMeIn Client executable automatically opens a new window and displays the remote control or file manager screen folks know and love. In fact, if you have ever used our online meeting product,join.me, it’s almost an identical experience.
The only difference from an experience standpoint is that your remote access session will be in a new window, not in the browser, itself. And that itself introduces some new benefits, the biggest being that you can now have multiple remote access sessions going at the same time – a perfect solutions for IT pros looking to multi-task management and troubleshooting activities across multiple computers.
The new experience will be gradually rolled out in the coming days and weeks, and you can get a sneak peek at how it works in this video.
So welcome to the new post plugin era. We hope you’ll like our new remote access experience as much as we do. And as always, we’re very interested in your feedback.
Worried about straying away from your company’s provided apps? You might be surprised to hear that only 16% of businesses strictly prohibit the use of outside apps, according to a recent study by Edge Strategies, underwritten by LogMeIn.1 That means a majority of companies allow employees to use their preferred apps and bring them into the workplace.
Take traditional online meeting tools, for instance. Are they sluggish? Are they difficult to use? Do they require participants to download software every single time? That’s okay because there are many fast, simple apps to choose from, and chances are you can use them at your organization.
Bring Your Own App (BYOA) empowers employees to increase their flexibility and productivity, and companies are catching onto the idea. In fact, nearly 70% of businesses report active use of employee-introduced apps.
What apps are employees using?
69% are social media like Yammer, LinkedIn and Facebook
52% are cloud syncing and storage apps like Dropbox and Cubby
Plus, not only are most companies allowing outside apps into their workspace, but three out of ten actively encourage BYOA, and about the same share of apps (29%) are officially endorsed.
According to IT pros, BYOA is only going to keep growing – it’s expected that nearly 50% of companies will encourage employee-introduced apps in the next two years. While security and privacy concerns over BYOA are still prevalent among businesses and IT, most are willing to work with employees to promote a more productive work environment. So don’t be scared to find and use what works for you. And if you have any doubts, ask IT what their stance on BYOA is.
How about you? What employee-introduced apps do you use or see in your workplace? Sound off in the comments.
We are pleased to share that join.me meeting recaps are now available to for join.me pro and trial users!
Meeting recaps are a new way to quickly recap your meetings, share related files and tasks right from your join.me meeting—a feature that extends the collaboration beyond simply hosting online meetings.
Check out the feature by launching a join.me meeting and immediately after it ends, you (the host) will be asked if you’d like to send a recap complete with options for notes, action items, files and recordings of the meeting.
The new meeting recap feature in join.me is powered by Cubby, LogMeIn’s secure cloud file sync and share app, and represents the latest in a series of integrations between the two collaboration offerings. When participants receive a meeting recap email it includes a link to the meeting Cubby that holds all of the meeting files.
No more following up via email or forgetting to share the presentation or action items. With join.me meeting recaps, you’ll save time and stay organized.
Will you be using meeting recaps? Share your experience in the comments below!
For our readers in the US, welcome back from the Thanksgiving holiday! Hopefully you had your fill in both Turkey and shopping. As you continue to read this roundup week by week you’ll see how companies are handling customer engagement across different types of channels. This week started out with one of the busiest online shopping times of the year and customer engagement plays a large roll on both sales and support of purchases. Read on as we cover some of the bigger news around mobile commerce, recap 2013 service technology trends, including how to measure successful customer engagement and some insights into multi-channel engagement.
2013 Is The Year For Mobile eCommerce
Media Post’sOnline Media Daily ran an interesting article prior to Black Friday and Cyber Monday highlighting the rise in mobile shopping and forecasting what to look for in the coming days. Leading up to Cyber Monday, online shopping traffic on mobile devices was up 42% and actual sales were up 54% year over year, according to the latest IBM Digital Analytics. Media Post also highlights iOS users spent 16% more per order when purchasing on an iOS device versus Android. Click Here to read the full article and see how the mobile commerce numbers compare to Black Friday and Cyber Monday sales. Continue reading “Customer Engagement Weekly Roundup” »
Earlier this quarter, Google announced the latest update to their mobile operating system (Android version 4.4). This update, better known as “KitKat”, offers minimal functional changes from 4.3 (Jelly Bean) but makes significant improvements in legacy device compatibility and performance. There is a lot of speculation whether KitKat was developed to challenge the perceived fragmentation problem that Android is facing.
Similar to the way Windows runs on all sorts of computers and servers from many different manufacturers, the Android OS is designed to be used across different OEM hardware. This flexibility and openness has led to a fragmentation issue, as there are over 10,000 unique Android devices running eight different versions of the operating system. In addition to those eight OS versions, OEMs and telecom carriers layer their customizations, or skins, on top of the standard Android software. This equates to hundreds, if not thousands of unique firmware versions circulating in the market, making updates very challenging. To pile on these challenges, many Android devices have been designed for low cost markets, meaning lower hardware specifications and the technical inability to run the latest OS versions. KitKat is the first Android release that addresses these challenges head-on. Designed to run on older (or low-cost) devices with only 512mb of RAM, Android can now be updated on devices that were previously thought to be end-of-life and can be launched on new budget devices in emerging markets. Continue reading “Is KitKat Google’s solution to Android Fragmentation?” »
LogMeIn recently released a new version of BoldChat (v7.6) aimed to help businesses more effectively engage the rapidly growing number of mobile customers and visitors. In recent years, we’ve seen more and more channels become available. While these have made it easier for customers to engage with your business, it’s made delivering good customer service a challenge. To help alleviate these issues, we’ve integrated LogMeIn Rescue, our powerful and secure remote support solution, into the chat experience.
95% of a sales professional’s interaction with prospects and customers occurs over the phone and internet. For this reason, join.me is an ideal tool when pitching these prospects or demoing a product. An article from earlier this year on Business2Community.com nicely outlines the reasons why join.me is a smart choice for inside sales professionals. Here’s our take.
1. Contains Costs
Overhead costs of web conferencing tools, CRM, phones, software, etc. add up very quickly. If you’re a SMB salesperson, keeping these costs down is vital to your business. The free and pro versions of join.me provide options for every sized business or personal user. The free meeting tool allows up to 10 meeting participants. The pro version, available for $13/month, allows up to 250 meeting participants and additional features, not available in the free version.
2. Instant Screen Sharing
The speed, simplicity and reliability, of join.me’s instant screen sharing capabilities are what users love most about our tool. It’s cliché, but first impressions count, and in sales and marketing, they count in dollars. If you’re pitching new business or trying to advance accounts with clients, being able to immediately connect, without the fear of hassles on either end, can go a long way toward winning over new accounts. If you have a prospect on the phone and you determine that it is appropriate to show them a demonstration screen, you need a tool that will enable your prospect to view your screen, regardless of the browser, firewall or security settings on either computer. Continue reading “3 Reasons Why join.me is a Smart Choice for Inside Sales Professionals” »