Webinar Recap: Building the Business Case for LogMeIn’s Rescue

Valiant_Nucleus_Recap

In today’s multi-channel interactive environment, businesses must have the power to engage with both internal and external end-users at any time, on various platforms. LogMeIn Rescue enables companies to provide remote support to these end-users, be they employees, customers or partners.

Building the argument for utilizing Rescue was the focal point of a recent webinar presented by Rebecca Wettemann, VP of Research at Nucleus Research and Tom Clancy, VP of Valiant Technology. The webinar, “Building the Business Case for Remote Support,” discussed the growing enterprise need to deploy robust remote support technologies that are capable of meeting the evolving demands of the business world.

Can Rescue solve the multi-channel crisis?

Our social-, cloud- and mobile-enabled society is encouraging end-users to use various endpoints to interact with colleagues, partners and customers. It is also pressuring decision makers to be sure their remote support solutions and technicians can adhere to increasing expectations without putting too much strain on support staff.

Clancy, who uses Rescue at Valiant Technology, mentioned the remote support solution is allowing companies from all walks of life to improve service desk productivity, increase customer satisfaction and even accelerate query resolution times. Wettemann also revealed that Nucleus Research found Rescue customers were able to cut the amount of time it took to resolve an issue by upward of 70 percent, as compared to alternative solutions.

The fact that Rescue can improve support staff productivity, in addition to boosting customer satisfaction rates, has influenced many companies to implement the solution. Rescue enables them to truly optimize operations in and outside of the workplace, without straining their budgets.

Building the road map to Rescue

Wettemann asserted that there are generally several factors that contribute to whether a particular solution will drive value or not. In many cases, these considerations go well beyond the financial realm, dipping into end-user satisfaction and ease of use. By assessing these elements alongside long-term objectives, executives can build a strong business case for the use of Rescue in the workplace.

Evaluating Rescue requires decision makers to consider five key determinants, including how many people will use the application and how often those individuals will do so. Executives must also assess any potential risks associated with using Rescue, which could include unexpected costs if something were to go wrong, as well as any potential room for growth in terms of collaboration and knowledge generation.

To hear Wettemann and Clancy discuss crucial tips for decision makers trying to build a business case for remote support, and the key advantages Rescue can bring to a business, download and listen to the webinar now.

 

         

Upcoming Webinar: Building the Business Case for LogMeIn’s Rescue

webinar

Join us for a webinar on LogMeIn’s Rescue tomorrow, Wednesday, February 12, 2014 at 2:00 pm to 3:00pm ET.

Nucleus Research’s VP of Research, Rebecca Wettemann, will be conducting a webinar entitled, Building the Business Case for LogMeIn’s Rescue,  based on interviews and research she conducted with several Rescue Customers. She will discuss the financial and operational value these customers achieved deploying Rescue.  Joining Ms. Wettemann in the webinar is Tom Clancy, Vice President of Valiant Systems, who has deployed Rescue in his organization.  Please click here to register for this webinar.

We hope you will be able to join us!

         

Is KitKat Google’s solution to Android Fragmentation?

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.

kitkat1

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?” »

         

On the Road with LogMeIn Rescue – Music City (Part 3 of 3)

Welcome back to the final installment of our three part series on the key insights we gained during our travels on the road in October.  In case you missed our first post, we covered our trip to TSW 2013 and the value of organizations getting started big data.  In our most recent blog post we covered insights from CEM in Telecoms: North America where we covered the importance of customer experience across all touch points within an organization.

Designing the Support Desk of the Future

We now move north to Nashville where the Rescue team attended Fusion 13 hosted jointly by itSMF and HDI, two leaders in the world of service management.  Fusion 13 is an interesting mix of IT professionals, help desk managers and business analysts, which led to various discussions on topics including cloud computing, software as a service, and virtualization.  The majority of the presentations are related to improving operations through processes and software.  Speaking with event attendees, the Rescue team found that people are critically concerned with the following themes:

  • IT service desks are largely moving to cloud based technologies.  IT management across the board concluded that there is less and less appetite for investment in server infrastructure and software/services.  At the speed of hardware technology change, and Agile software development updating platforms and services, many IT managers are hesitant to invest in something that could be outdated in a mere twelve months.  By passing the Capital Expenditure (CAPEX) to the cloud providers, IT departments can focus on their time on their day-to-day jobs and be assured that there is a strong infrastructure behind them.
  • Integrating the many support desk systems is a key initiative in 2014.  New employee training at a modern support desk typically includes a CRM Solution, Knowledge Base, Instant Chat, Social Interaction, IVR, Remote Support, Device Management and more.  All of this functionality is necessary for a high level of support, but it is a challenge for the support agents to have an efficient workflow between these systems.  A ton of time is wasted by agents scrambling to sign-in or launch a system when they need to use it.  In addition, rarely is data shared across point solutions for reporting and/or analysis.  By choosing tools that integrate well together, help desk management can create work flows and processes that improve the efficiency of their agents on every level.
  • Technical Support professionals are expected to be the experts in all devices, across all platforms, running all applications.

Smartphone Perspective Continue reading “On the Road with LogMeIn Rescue – Music City (Part 3 of 3)” »

         

Amazon Mayday: More than just video chat!

amazon(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.

         

What’s new: the Click2Fix™ experience, and the Rescue iOS App!

You may remember that LogMeIn Rescue was the first solution in the market to bring remote technical support to mobile devices. In our latest version of Rescue, scheduled for release later today, we’re redefining the state of the art! We are thrilled to introduce Click2Fix™, and the LogMeIn Rescue iOS App.

With Click2Fix, we’ve completely redesigned Rescue’s interface and user experience for remote support of mobile devices. We are well aware that time is money when it comes to providing remote support to your customers. With that in mind, Click2Fix speeds up problem diagnosis by proactively alerting your agent to potential issues on the device, and provides 1-click remediation to a wide variety of issues that drive customers to call you. Customers have a great experience, and your agents continue to be heroes! Having rigorously designed and piloted this at some of the world’s leading telecom operators, we’re excited to bring this to our broader customer base. The video below provides an overview of how it works.

Following the success of the Android support app we released to Google Play earlier this year, we will soon have a new Rescue diagnostics app in the App Store for all iOS devices; we expect final approval from Apple shortly! With the end user’s permission, Rescue agents will be capable of pulling diagnostic information from, and pushing fixes and configuration settings to the iPad or iPhone. This is a significant step forward in the way iPads and iPhones are supported in the market today, and puts Rescue customers back in charge…..again!

With this latest version of Rescue, we’re embracing the new realities that mobile devices and their users create for our customers. So if you’re a Rescue customer already supporting mobile devices, we’d love to hear what you think about the new experience.  And if you’re new to Rescue and just looking to explore the best options for supporting mobile customers or a mobile workforce, you can try it for free for 14 days.  Let us know what you think.

         

Big News From MWC: Rescue Supports More Android Devices Than Ever!

The LogMeIn crew is over in Barcelona this week at the Mobile World Congress and we have launched an updated Rescue application for Android devices that gives all Rescue + Mobile users new advanced support options for the most popular Samsung, HTC, Motorola and Sony Android devices shipping today.  With this new “Rescue + Mobile for Android” application, technical support agents can now use full remote control from their computer to Android devices.  This will give anyone who needs to support these devices the ability to remote control, diagnose, troubleshoot and fix all kinds of smartphones and tablets as if they were holding it in their hands.

For example, a support tech trying to fix the latest models of Samsung, Sony, HTC or Motorola smartphones simply needs to direct the user of that device to Google Play (formerly known as the Android Market) where they can download the “Rescue + Mobile for Android”  app.  Once the app is installed, the Rescue technician generates the 6-digit pin code to establish a remote connection.  The end-user is always in control as usual, and must give the technician permission before access is possible.Image

Within just the past few years, Android has become the dominant operating system worldwide.  Check out our infographic  for some examples of how Android has changed the landscape for professional support desks, technical call centers and IT departments.  Whether you’re a mobile operator, retailer of Android devices, or looking for the answer on how best to support millions of Android devices walking into the workplace, this is a must have!

You’ve been asking and we’ve been listening!  This new update, along with our support for iOS & Blackberry devices, means that LogMeIn Rescue now supports more devices, manufacturers and platforms than any other remote support product on the market. Visit our website for more information.