Effective Mobile Engagement 2015: Satisfaction Levels for Mobile Engagement Remain Disappointingly Low

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This is the fifth and final post dedicated to the results of our recently published research report, Effective Mobile Engagement 2015. As we did with last year’s edition, we wanted to see how satisfied respondents were with their mobile interactions with companies. While satisfaction rates crept up marginally for all the industries covered, they still remain disappointingly low. At best – in banking/financial services, travel, and education – only two-thirds of respondents reported being “satisfied” or “very satisfied” with their mobile engagement experience.


There were some bright spots, however.

When we asked specifically about interactions in which a respondent was looking for help for and from the device itself, respondents reported that, 90% of the time, the device issue was resolved upon completion of the mobile engagement. When we drilled down on the channel used for these device issues, we found that those using live chat or a video chat channel experienced the highest satisfaction rates. For both of these channels, an impressive 94% of the interactions resulted in a satisfactory outcome. Resolution rates for all channels are shown below.




Another interesting result was that nearly half (47%) of survey respondents indicated that, during their mobile support engagement, some type of remote support technology was deployed. The use of a remote support tool is clearly tied to higher resolution rates. For respondents whose issue remained unresolved, more than two-thirds reported that no remote support tool was used. These results show that there is a far greater likelihood that a problem will be resolved when a remote support technology is in play.

For those of us at LogMeIn, and for our customers, this isn’t an especially startling result. We’ve certainly seen how using Rescue helps improve customer satisfaction; with improved first call resolution rates and decreased average call handle time. When it comes to being satisfied vs. dissatisfied, having a remote support tool can make a real difference.

If you haven’t yet had the opportunity to read our full BoldChat research report, Effective Mobile Engagement 2015, you can find it here.



On August 4, 2015, LogMeIn’s Vice President of Investor Relations, Rob Bradley, will be attending the Needham Interconnect Conference at the Westin Grand Central Hotel, New York. Details around the session are as follows:

Needham Interconnect Conference

  • Date: Tuesday, August 4, 2015
  • Remarks:  1:40pm ET
  • Location: The Westin Grand Central Hotel, 212 East 42nd Street, New York, NY
  • Attendees: Rob Bradley, Vice President of Investor Relations

The presentation will be webcast live on the investor relations section of the company’s website at https://investor.logmeininc.com/and will be available for 90 days after the live presentation. For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com


LogMeIn: Ready for Windows 10

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Source: Microsoft Press Tools Image (http://news.microsoft.com/imageGallery/)

Though some folks out there may have only migrated off of Windows XP just over a year ago, and 2020 (end of life for Windows 7) may feel like a lifetime away, others are already in migration mode for today’s widely anticipated release of Windows 10.

For those most eager to get Windows 10 into their environments, LogMeIn Central and Pro are ready to handle the new OS, all while maintaining a consistent experience to ease the migration for your business.  While running Windows 10, you can use LogMeIn for all of the remote access needs you count on every day including connectivity, support, and automation. There are no updates required.

Like other modern browsers that have gotten rid of plugins, users of Windows Edge 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). The LogMeIn Client executable automatically opens a new window and displays the remote control or file manager screen.  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.

For more information on Windows 10, please visit the Microsoft website.


Rescue’s Ready for Windows 10


Source: Microsoft Press Tools Image (http://news.microsoft.com/imageGallery/)

Now that the official release of Windows 10 is upon us, some of you may be wondering about the support implications your customer care center or help desks may face.

Not to worry, Rescue’s got your back! You can use Rescue to support your customers who are running Windows 10, from day 1. With no updates or add-ons required, you’re ready for those early adopters.

Check out our Windows 10 FAQ Below:

  • Q: Do I need to update my Rescue Technician Console?
    A: No, only the customer download that is run on their local machine will change.  No action is required for technicians to begin supporting Windows 10 PC’s and Tablets.
  • Q: Can the Rescue Technician Console be run from a Windows 10 PC?
    A: Full support of the Technician Console will be coming in the near future, make sure to monitor email and social media for real-time updates.
  • Q: What about Windows 10 Mobile?
    A: We’re excited to see what the new OS brings to the Windows Mobile platform and what that means for ease of support and remote control. At this time, our primary focus is the support of Windows 10 PC’s and Tablets.
  • Q: What updates do I need to make to be ready for Windows 10?
    A: No updates are required; you are all ready for the launch of Windows 10.
  • Q: Are there any new Rescue features associated with the Windows 10 update?
    A: No, this update allows all current Rescue functionality to work with Windows 10.  There should be no change in the user experience whatsoever.
  • Q: Do I need to update my Rescue calling card?
    A: No, your existing calling cards will be updated automatically to work with Windows 10. If you have previously requested the calling card to be locked down to a specific version, you will need to manually update.
  • Q: Do I need to download anything?
    A: No Rescue downloads or changes will be necessary to begin supporting Windows 10.
  • Q: Are there any other changes happening with Rescue?
    A: No, this is an update to allow all current functionality to work with Windows 10.
  • Q: When can I start supporting Windows 10?
    A: Now! Users already have the ability to support a Windows 10 machine.
  • Q: Do I need to do anything different to start a session with a Windows 10 machine?
    A: No, the user experience should be exactly what you are used to.

How to grow your restaurant business with digital signage

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There is no denying that digital menus are on the rise in fast casual and quick service restaurants. In fact, the use of digital signage in these locations is moving from a luxury to a necessity. The freedom and opportunity that digital signage offers to restaurants is critical to a healthy, growing business. In a new eBook, we’ve put together 6 ways the use of digital signs can help grow your restaurant business. Check out 3 of these tips now:

  1. Quick content updates – Quickly change content to reflect menu changes (especially for restaurants that move from breakfast to lunch to dinner menus), add nutritional info, and even comply with healthcare laws. Wendy’s recently declared that ‘content is king’ when it comes to digital menu boards – fresh, relevant, interactive content is the key to keeping your customers engaged.
  1. Remote management – Less time and resources required to maintain and update your menu boards with software that allows you to manage from anywhere that has an Internet connection. With digital menu boards, you’ll no longer need to send technicians out every time a problem arises because you can simply troubleshoot from where you are. Platforms like LogMeIn Central delivers powerful remote access that allows you to manage and maintain all of your digital signs through safe, secure connections.
  1. Reduced costs – The integration of digital menu boards into your restaurant can immediately reduce the cost of producing printed menus and dramatically simplify making price changes and updating food items including the employee labor it takes to execute those tasks. With digital screens, you install the hardware once, and remote management software allows you to control menu boards for all of your restaurants from your location.

Digital signage has become a critical piece of owning and running a fast casual or quick service restaurant. From the ease of operating and consistency in message to the reduced costs and increase in sales, the adoption of digital menu boards is inevitable in the industry. By using digital menu boards, restaurants can focus more on quality menu items and customer support, rather than logistical issues associated with traditional signage.

Check out the complete eBook for all 6 tips on how to scale your restaurant’s growth with the use of digital menu boards.


LogMeIn Announces Second Quarter 2015 Results

Boston, July 23, 2015 – LogMeIn, Inc. (NASDAQ: LOGM), a leading provider of cloud based connectivity, today announced its results for the second quarter ended June 30, 2015.

Second quarter 2015 highlights include:

  • Revenue was $64.8 million, up 18% compared with the second quarter of 2014
  • Adjusted EBITDA was $14.6 million and adjusted EBITDA margin was 22.6%, versus $11.5 million and 20.8% in the second quarter of 2014
  • Non-GAAP net income was $9.1 million, or $0.35 per diluted share, as compared to $7.3 million, or $0.29 per diluted share, in the second quarter of 2014
  • GAAP net income was $2.4 million, or $0.09 per diluted share, as compared to GAAP net income of $1.3 million, or $0.05 per diluted share, in the second quarter of 2014
  • Non-GAAP cash flow from operations was $22.4 million and 35% of revenue in the second quarter of 2015
  • Total deferred revenue was $136.0 million, up 26% year-over-year
  • The Company closed the quarter with cash, cash equivalents, and short-term investments of $236.5 million

“We’re pleased to report another very good quarter, with revenue and earnings that exceeded the high-end of our guidance while generating particularly strong cash flow,” said Michael Simon, CEO and Chairman of LogMeIn. “Our Collaboration, IT Management and Service Cloud businesses all performed well, and we believe we made significant progress on join.me and Xively, our key strategic growth initiatives.  As a result, we are raising our guidance for both revenue and earnings per share.”

Business Outlook   

Based on information available as of July 23, 2015, the Company is issuing guidance for the third quarter 2015 and fiscal year 2015.

Third Quarter 2015:  The Company expects third quarter revenue to be in the range of $68.8 million to $69.3 million.

Adjusted EBITDA is expected to be in the range of $18.0 million to $18.5 million.

Non-GAAP net income is expected to be in the range of $11.0 million to $11.3 million, or $0.43 to $0.44 per diluted share.  Non-GAAP net income excludes an estimated $7.9 million in stock-based compensation expense, $500,000 in litigation related expense, and $1.9 million in acquisition related costs and amortization.

Non-GAAP net income for the third quarter assumes an effective tax rate of approximately 30%. Non-GAAP net income per diluted share for the third quarter of 2015 is based on an estimated 25.7 million fully-diluted weighted average shares outstanding.

Including stock-based compensation expense, litigation related expense, and acquisition related costs and amortization, we expect to report GAAP net income in the range of $4.5 million to $5.0 million, or $0.18 to $0.19 per share.

GAAP net income for the third quarter assumes an effective tax rate of approximately 15%. GAAP net income per share for the third quarter of 2015 is based on an estimated 25.7 million weighted average shares outstanding.

Fiscal year 2015:  The Company expects full year 2015 revenue to be in the range of $265.0 million to $266.5 million.

Adjusted EBITDA is expected to be in the range of $63.0 million to $65.0 million.

Non-GAAP net income is expected to be in the range of $38.9 million to $40.4 million, or $1.51 to $1.57 per diluted share. Non-GAAP net income excludes an estimated $28.7 million in stock compensation expense, $5.7 million in litigation related expense, and $8.1 million in acquisition related costs and amortization.

Non-GAAP net income for the full fiscal year 2015 assumes an effective tax rate of approximately 30%.  Non-GAAP net income per diluted share for 2015 is based on an estimated 25.7 million fully-diluted weighted average shares outstanding.

Including stock compensation expense, litigation related expense, and acquisition related costs and amortization, we expect to report GAAP net income in the range of $11.1 million to $12.9 million, or $0.43 to $0.50 per diluted share.

GAAP net income for the full year assumes an effective tax rate of 15%.  GAAP net income per share for 2015 is based on an estimated 25.7 million weighted average shares outstanding.

A reconciliation of the most comparable GAAP financial measures to non-GAAP measures used above is included in the tables attached to this release.

Conference Call Information for Today, Thursday, July 23, 2015

The Company will host a corresponding conference call and live webcast at 5:00 p.m. Eastern Time today.  To access the conference call, dial 888-452-4023 (for the U.S. and Canada) or 719-325-2393 (for international callers) and enter conference ID 5298156.  A live webcast will be available on the Investor Relations section of the Company’s corporate website at www.LogMeInInc.com and via replay beginning approximately two hours after the completion of the call until the Company’s announcement of its financial results for the next quarter.  An audio replay of the call will also be available to investors beginning at approximately 8:00 p.m. Eastern Time on July 23, 2015 until 8:00 p.m. Eastern Time on July 31, 2015, by dialing 888-203-1112 (and entering passcode 5298156).

Non-GAAP Financial Measures

This press release contains non-GAAP financial measures including adjusted EBITDA, adjusted EBITDA margin, non-GAAP operating income, non-GAAP income before provision for income taxes, non-GAAP provision for income taxes, non-GAAP net income, non-GAAP net income per diluted share and non-GAAP cash flow from operations.

Adjusted EBITDA is GAAP net income excluding income tax (benefit) expense, interest income, and other income, net, depreciation and amortization, acquisition related costs, stock-based compensation expense, and litigation related expense.  Adjusted EBITDA margin is calculated by dividing adjusted EBITDA by revenue.  Non-GAAP operating income excludes acquisition related costs and amortization, stock-based compensation expense, and litigation related expense. Non-GAAP provision for income taxes excludes the tax impact of acquisition related costs and amortization, stock-based compensation expense, and litigation related expense. Non-GAAP net income and non-GAAP net income per diluted share exclude acquisition related costs and amortization, stock-based compensation expense, and litigation related expense. Non-GAAP cash flow from operations excludes payments and receipts related to litigation related costs, and acquisition related payments.

The exclusion of certain expenses in the calculation of non-GAAP financial measures should not be construed as an inference that these costs are unusual or infrequent. We anticipate excluding these expenses in the future presentation of our non-GAAP financial measures. The Company believes that these non-GAAP measures of financial results provide useful information to management and investors regarding certain financial and business trends relating to the Company’s financial condition and results of operations. The Company’s management uses these non-GAAP measures to compare the Company’s performance to that of prior periods and uses these measures in financial reports prepared for management and the Company’s board of directors. The Company believes that the use of these non-GAAP financial measures provides an additional tool for investors to use in evaluating ongoing operating results and trends and in comparing the Company’s financial measures with other software-as-a-service companies, many of which present similar non-GAAP financial measures to investors. The Company does not consider these non-GAAP measures in isolation or as an alternative to financial measures determined in accordance with GAAP. The principal limitation of these non-GAAP financial measures is that they exclude significant elements that are required by GAAP to be recorded in the Company’s financial statements. In addition, they are subject to inherent limitations as they reflect the exercise of judgment by management in determining these non-GAAP financial measures. In order to compensate for these limitations, management of the Company presents its non-GAAP financial measures in connection with its GAAP results. The Company urges investors to review the reconciliation of its non-GAAP financial measures to the comparable GAAP financial measures, which it includes in press releases announcing quarterly financial results, including this press release, and not to rely on any single financial measure to evaluate the Company’s business.

Reconciliation tables of the most comparable GAAP financial measures to the non-GAAP measures used in this press release are included in this release.

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.

Cautionary Language Concerning Forward-Looking Statements

This press release contains “forward-looking statements” within the meaning of the “safe harbor” provisions of the Private Securities Litigation Reform Act of 1995, including but not limited to, statements regarding the popularity, value and effectiveness of the Company’s products and services, progress regarding the Company’s key strategic growth initiatives, and the Company’s financial guidance for fiscal year 2015 and the third  quarter of 2015. These forward-looking statements are made as of the date they were first issued and were based on current expectations, estimates, forecasts and projections as well as the beliefs and assumptions of management. Words such as “expect,” “anticipate,” “should,” “believe,” “hope,” “target,” “project,” “goals,” “estimate,” “potential,” “predict,” “may,” “will,” “might,” “could,” “intend,” variations of these terms or the negative of these terms and similar expressions are intended to identify these forward-looking statements. Forward-looking statements are subject to a number of risks and uncertainties, many of which involve factors or circumstances that are beyond the Company’s control.  The Company’s actual results could differ materially from those stated or implied in forward-looking statements due to a number of factors, including but not limited to, dependence on the software market and the specific markets the Company’s products participate in, customer adoption of the Company’s solutions, the Company’s ability to attract new customers and retain existing customers, adverse economic conditions in general and adverse economic conditions specifically affecting the markets in which the Company operates, the inherent risks and uncertainties of pending or future litigation, the security of the Company’s confidential information and the confidential information of the Company’s customers, the Company’s ability to continue to promote and maintain its brand in a cost-effective manner, the Company’s ability to compete effectively, the Company’s ability to develop and introduce new products and add-ons or enhancements to existing products, the Company’s ability to manage growth, the Company’s ability to attract and retain key personnel, the Company’s ability to protect its intellectual property and other proprietary rights, and other risks detailed in the Company’s other publicly available filings with the Securities and Exchange Commission. Past performance is not necessarily indicative of future results. The forward-looking statements included in this press release represent the Company’s views as of the date of this press release. The Company anticipates that subsequent events and developments will cause its views to change.  The Company undertakes no intention or obligation to update or revise any forward-looking statements, whether as a result of new information, future events or otherwise. These forward-looking statements should not be relied upon as representing the Company’s views as of any date subsequent to the date of this press release.

LogMeIn, LogMeIn Central, LogMeIn Pro, LogMeIn Rescue, join.me, Cubby, AppGuru, Xively, Meldium and BoldChat are trademarks or registered trademarks of LogMeIn in the US and other countries around the world.

Contact Information:
Rob Bradley
LogMeIn, Inc.

Craig VerColen
LogMeIn, Inc.









Effective Mobile Engagement 2015: Mobile Phone vs. Tablet: Primary Device Choice Matters

After releasing last year’s report on mobile engagement, a number of readers suggested we take a look at whether there was any difference between the behavior of mobile phone users and that of tablet users. We agreed, so in this year’s survey, we asked questions about a user’s primary device. As it turns out, this factor impacts both how frequently respondents use a device, and how they use it.

For one thing, survey results showed that tablet users, as well as those who use both phone and tablet devices equally, are more likely to be frequent mobile engagers.


Given that tablets aren’t generally used for phone calls, this should dispel the notion some might have that mobile engagement means simply taking customer calls from mobile phones. Companies that want to get serious about mobile engagement need to include the text-based channels associated with smartphones and tablets – social, text, chat and email – in their planning.

Another interesting finding from this year’s survey is that those who consider tablets their primary device, or who place equal weight on both their tablet and their phone, tend to be bigger spenders. This may be because tablets have a form factor that makes it easier to shop online. Also noteworthy, those who use their tablet and mobile phone equally are more likely to own an internet-connected device (like a home security system, thermostat or sprinkler system).

We probed respondents about whether expectations were different for live chat engagements than for engagement across all channels. We found that dual-device users (i.e., those giving equal preference to a mobile phone and a tablet) are more likely to say that their expectations about live chat engagements and support engagements across all channels change, simply because they’re occurring on a mobile device. Here’s what they said became more important:


The bottom line: dual device users are more likely to engage with companies from mobile devices, and they have different expectations about each mobile device experience. Those devising a mobile engagement strategy would do well to keep this in mind.

These are other findings from our survey are detailed in the BoldChat research report, Effective Mobile Engagement 2015, which can be downloaded here.


Small business, sans office: how virtual office technology changes everything



Virtual offices are helping many small businesses move away from large central workspaces. Here are five ways in which technology is making it possible for you and your employees to pretty much work from anywhere:

  1. Secure connections: With a laptop and connection to the ‘net, you’re all set, right? Not exactly. If employees are accessing company files and apps, you need to make sure they’re doing so securely. That’s where virtual private network (VPN) and two-factor authentication tools come into play to ensure that you’re just as secure as if you were in the office.
  2. Shake up support: Whether you’re providing tech support for your employees or customers, a support organization no longer needs to be run out of a centralized helpdesk or call center. With remote support tools like LogMeIn Rescue, your support experts can access employee and customer devices (including mobile devices) from anywhere, at any time.
  3. Say no to big hardware: The virtual office doesn’t just do away with the front office; it’s replacing the back office as well. Through third-party providers, you can access all the storage space and bandwidth you need, when you need it, for as long as you need it.
  4. While you’re at it, say no to big software: With so many SaaS offerings out there, you can take care of pretty much any business function you need by just signing up online. With so much available through the cloud, your employees can be productive wherever they are, and on any device they choose to use. (And you’re not on the hook for managing, maintaining, and supporting big software.)
  5. Forget about backups: Advanced, secure, centrally managed backup software now protects all your organization’s computers, no matter where they’re located. This let’s you scale up or down to easily back up all the devices in your organization. And you can forget about employees forgetting to backup. It’ll all be taken care of.

These are just a handful of the technologies that are making virtual offices viable for small business. In addition, video conferencing and smartphones are also helping small businesses grow while keeping the costs of maintaining a large central office down. Whether you’re considering a virtual office, or working remote policy, ensure your employees are set up with the right technology to be secure, efficient, and just as productive as if they were in the building.



Summer Superstar: 5 Tips for Staying Productive While Working from Home


We recently conducted research that found that 80% of people worked remotely in the past six months. During the summer months, it’s likely that number is even higher as people travel for vacations, long weekends, or just crave a day out of the office. Many of that 80% spend a significant amount of time working remotely – over half worked between and 1 and 10 hours from outside the office. We’re not just talking about checking an email here and there. People rely on their ‘work from home’ time to be as productive as possible to maintain that work/life balance.

Since we know it can be a challenge to work from home when you’re typically an office employee, we’ve pulled together these 5 tips that help us be productive when we work from home.

  1. Act like you’re going to work– Don’t simply roll out of bed, sit down in your pajamas, and turn on your computer. Start your day like you would if you were actually going to work. If you normally go for a walk or workout, do that. Eat breakfast, shower, and get properly dressed before sitting down to work. You’ll be off to a much fresher start when you’re mentally prepared.
  2. Create a desk – Even if you don’t have a desk, create a workspace for yourself. Your kitchen table will probably work well – assuming there aren’t a bunch of people milling around all day. Make sure the table you use is cleared off of junk, mail, and clutter. Have your computer and charger there, along with your phone, a notebook, pen, post-its, and anything else you might need during the day.
  3. Get the access you need – Whether you need to remotely access your computer at work, have VPN setup, or access to accounts you use on a daily basis (such as Salesforce, MailChimp, InVision, etc), and make sure you have that access BEFORE you leave the office. When you do, your transition to working from home will be seamless.
  4. Have a plan – At home, distractions can be inevitable so it’s helpful to have a to-do list for the day. Start the day by writing down what you’d like to accomplish and then work from there.
  5. Communicate – Make a concerted effort to communicate with your team members while remote.  Use e-mail, instant messaging, and online meetings to connect with colleagues. You might find you communicate with them more while you’re out of the office!

If you plan to work from home consistently, consider some of the luxury items that make you most productive in the office, like a bigger, second monitor, a mouse, a headset for your phone, and more. However, for a day working from the beach house or your backyard, these 5 tips will ensure your day is just as productive as those in the office.


Effective Mobile Engagement 2015: The Greatest Predictor of Frequent Mobile Engagement: the IoT

We’ve been hearing a lot of buzz – and plenty of hype – about the Internet of Things (IoT), and it’s pretty clear it’s one of the most significant technological trends of today. With the IoT taking off, we wanted to determine just how it’s impacting how customers are using their mobile devices to communicate with companies for support, product research, and product purchases. To this end, we asked respondents in our recent survey on mobile engagement about their ownership of Internet-connected products. Specifically, we asked about appliances, security systems, thermostat/AC control, sound systems, lighting, sprinkler systems, and locks.

One of the most interesting results we found was that, of all the factors we looked at – age, gender, income, etc.– ownership of an Internet-connected device was the best predictor of frequent mobile engagement. Having one or more IoT products increased the likelihood by as much as 46%. Other factors also had predictive value. Not surprisingly, younger respondents were more apt to be engaged on their mobile devices than older folks. But no factor moved the needle as much as IoT ownership.

We also wanted to drill down on one particular mobile engagement channel: live chat. While 64% of the entire surveyed population (5,000+ respondents, worldwide) had participated in live chat, 69% of those who owned an IoT product were live chat users. They were more apt to frequently engage in chat via their mobile phone or tablet, and were also more receptive to saying ‘yes’ when invited proactively to engage in live chat. Here’s the breakdown of how the most frequent mobile chat engagers (across the entire respondent population and among IoT owners) used chat. In every category, IoT device owners lead the way.


Given that so many IoT products have mobile apps that enable their users to monitor and interact with them, it’s not surprising that connected-product owners would opt for mobile engagement. Their interest in live chat demonstrates the value of this channel in reaching these consumers quickly and efficiently.

If you’d like to read more about this and other findings from our mobile engagement survey, download the BoldChat research report, Effective Mobile Engagement 2015.