Rescue’s Ready for El Capitan

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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?

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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 (Oct. 5-9) 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.

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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

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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 join.me 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

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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!)


         

Revolutionizing Customer Support with the IoT

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In today’s fast paced, technology driven world, technologies, products and customer expectations change at the blink of an eye.  However, in an attempt to keep pace with these exponential changes, companies have begun to think of ways to reinvent the way they are supporting customers.

Interested in learning more? Going to Dreamforce 2015? Stop by our Revolutionizing Customer Support with the IoT session – Thursday September 17th at 2pm in Moscone West, Innovation Theater – to hear our Director of IoT Strategy, Sean Lorenz, and I discuss how companies can drive up customer satisfaction by embracing customer and product data from Salesforce and LogMeIn to enable the “Support of Things”.

         

LogMeIn to Present at the 6th Annual Credit Suisse Small & Mid Cap Conference

On September 17, 2015, LogMeIn’s President & COO, Bill Wagner, will be attending the Credit Suisse Small & Mid Cap Conference at the Waldorf Astoria in New York. Details around the session are as follows:

6th Annual Credit Suisse Small & Mid Cap Conference

  • Date: Thursday, September 17, 2015
  • Location: The Waldorf Astoria New York, 301 Park Avenue, New York City
  • Attendees: Bill Wagner, President & COO

For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com

         

LogMeIn to Present at the Deutsche Bank Technology Conference

On September 16, 2015, LogMeIn’s CFO, Ed Herdiech, and VP of Investor Relations, Rob Bradley, will be attending the Deutsche Bank Technology Conference at the Cosmopolitan of Las Vegas. Details around the session are as follows:

Deutsche Bank Technology Conference

  • Date: Wednesday, September 16, 2015
  • Location: The Cosmopolitan, 3708 Las Vegas Boulevard South, Las Vegas, NV
  • Attendees: Ed Herdiech, CFO, and Rob Bradley, VP of Investor Relations

For more information, please contact me at 781-897-1301 or rbradley@LogMeIn.com

         

The Perfect Remote Session

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Accessing your computer, applications, and files when you’re away from the office is a breeze with LogMeIn Pro. You can gain access to your work computer in a snap, but the key to a successful remote session is preparation. Once you’ve downloaded the LogMeIn client on your host computer and added your remote devices, you’re ready to get started, but there are a few things you can do to ensure your experience is just like you’re in the office. Try out some of these tips for your next remote session:

  • Keep your computer on: Don’t forget to leave your host computer on – and charging – so that the LogMeIn client can be accessed remotely. If the host computer is completely turned off, your remote session will turn into a non-session.
  • Have your account info: Sounds simple, but be sure to have both your LogMeIn account ID and password, as well as details for any accounts you’ll need to use during your remote session.
  • Know your Remote Control toolbar: Once you launch a session your Remote Control toolbar has all of the customization settings you need. From there you can chat, adjust screen settings, magnify the screen, and much more. Check out a recent post on how to make the most of the Remote Control toolbar for a refresher.
  • Blank your screen: Is your host computer in an open workspace? The first thing you’ll want to do when you start your remote session is blank the screen on your host computer so those in the office can’t see what you’re doing. From the Remote Control toolbar, click Options and then click Blank Screen so you can check your Fantasy stats in complete privacy.
  • Download the mobile app: Not going to have access to another computer? No problem. Just download the mobile app – available for iOS and Android –to access your computer and files right from your mobile phone or tablet.

Looking for more help in starting your remote session with Pro? Check out the Getting Started Guide for instructions and screenshots to get you off the ground and running.