Are you going to FUSION 15?

Next week my team and I will be attending HDI’s Fusion 15 conference in New Orleans.  I couldn’t be more excited.  In addition to the fact that I love traveling around and visiting with customers and industry friends, Fusion 15 promises to be a really great week packed with thought provoking discussions on the hottest topics in ITSM.

Of course, the hottest topic in my world is IoT and we have a ton going on to help spur that conversation.

First and foremost – we will have some news.  Continuing the momentum from our April launch of Rescue Lens, we will be launching the latest innovation in LogMeIn’s Support of Things initiative – Rescue In-App Support– which allows support staff to quickly and easily view end user apps, all within the intuitive Rescue interface.   We are really excited about this launch and can’t wait to share more details.  Stop by to see how Rescue In-App Support works live in living color.

Also, joining us at Fusion 15 is one of our favorite customers –BCG Systems.  I will be hosting a breakfast briefing along with Josh Vince from BCG Systems where we will be discussing how the IoT has already begun to impact Support, where we see it going in a few years, and what you can do to make sure your support ecosystem is prepared.  It will definitely be a fun and informative morning.  Details can be found here.

If you are planning to attend Fusion 15 – you can find me and my team at Booth #221.   See you all in New Orleans!

         

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”.

         

Internet of Things: Why the Support of Things is the Future of Customer Experience

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The customer experience, reinvented

While already overwhelmed with supporting standard technologies – i.e mobile devices, laptops, tablets, etc. – the customer service industry is in for an even wilder ride thanks to the growing adoption of the Internet of Things (IoT). While wearables and connected products are becoming mainstream, many companies continue to cling to outdated customer service models. Downside is, traditional support models will inevitably break under the weight of this new vastly connected consumer reality.

According to a recent consumers are rapidly adopting new channels and changing support behavior. While voice and email continue to dominate, email and mobile chat are growing – yet most companies are not properly equipped – resulting in increased handle times, unhappy customers (consumers are required to get in touch multiple times, over multiple devices), and to top it off technicians on the other end of the phone are equally unhappy (employee turnaround is in record numbers).

Today’s empowered consumers expect instant gratification when they need assistance, but front-line contact center staff can’t keep up with the increased complexity of transactions, lacking the tools they need to meet customer expectations. Add in the intricacy of these new connected devices and it’s clear that the customer experience is headed for a breakdown of unprecedented proportions.

In an attempt to keep pace with this exponential change, companies are looking to reinvent the way they support their customers. This approach, sometimes referred to as the Support of Things (SoT), is the future of the customer experience. Here are three key markets where the SoT model can deliver immediate improvement for the customer experience:

  1. Not-yet-connected appliances
    While just about every company selling physical products is exploring ways to connect them to the Internet, some are not there yet. These companies don’t have the benefit of having information streams coming from the product itself that could be used to help diagnose issues. Many brands are exploring ways to connect their products, but in the meantime, they need solutions that give them insights about customer issues and product behaviors. This is where support solutions providing real-time feeds from the customer or field technician will be critical.
  1. Connected PCs, smartphones, and tablets
    Those in the remote support technology field have had a front row seat to witness the evolution of the SoT approach. Customer support professionals for connected device makers and retailers have the built-in benefit of serving a customer base that is already using connected products, which can make diagnosing and fixing problems somewhat easier. But what if the problem can’t be picked up through the call agent or customer’s Internet connection? What if the consumer’s product can’t power up properly, or can’t connect to the Internet? This common (and frustrating) scenario is where new forms of support that can be tapped into through secondary devices are winning favor.
  1. Connected household items
    Consumers are used to a high level of support with connected PCs, smartphones and tablets. But what if the thing you’re supporting doesn’t have a screen? Many connected products, such as lighting, thermostats, home theater systems, cable set-top boxes, wireless routers, kitchen gadgets, smart toys don’t have consumer-facing screens as the interface. In many cases, the interface is a mobile app. For these types of support transactions, mobile chat and mobile remote support are crucial – but even they don’t deliver the full customer experience. Video-assisted customer support, using only the camera function on every consumer’s iOS or Android mobile device, can add a new level of engagement that solves problems faster and boosts satisfaction rates. With remote video, a customer support representative can tap into a live video feed to actually see the physical product in front them as if they were there, too. This opens the door for new levels of real-time support.

Real-time visualization: crucial for SoT

Many product makers and retailers provide only phone-based or email support, which is less practical for more complicated support calls for connected products. Consumers are not happy with these options, which take time and often end up unresolved, as the customer has to describe what they’re seeing instead of just being able to physically show the person on the other end of the line.

The greatest advantage for businesses and customer contact centers that adopt video as a support tool is shortened support times. Problems that once took an hour can now be solved within minutes. The ability for customer service agents to see what the consumer’s product looks like, the exact error message being displayed on a product, or even the serial number on the back of a product, is invaluable.

The second major benefit for retailers and manufacturers is the ability to reduce product returns attributed to “No Fault Found.” We all know that customers who get frustrated with poor support often return their products to the store. What you may not realize is that “No Fault Found” returns are a huge problem that is chipping away at retailers’ and product manufacturers’ profit margins. Accenture estimates that the total cost of consumer electronics returns is costing the industry $13.8 billion USD a year – and a staggering 68% of that loss is attributed to “No Fault Found” returns.

Companies used to servicing smart devices will need to find ways to solve issues that can’t be solved through typical remote connections. Technology exists today that allows technicians to view, assess and resolve issues that were once only resolved by actually being there. Connected businesses will need to rely heavily on mobile device support tools – a core pillar in a SoT approach.

         

LogMeIn Rescue Now Supports LG Smartphones

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Can you think of a time when you couldn’t seem to get your phone connected to Wi-Fi? Or figure out how to get your email set up? Well if you’re using an LG smartphone, LogMeIn Rescue is now able to remotely access, control and fix your device.

LogMeIn Rescue is excited to share that as of today, they have entered into an agreement with LG as part of their enterprise-focused LG GATE program, enabling IT personnel to quickly, easily and securely gain remote access to fully control Android-based LG smartphones and help troubleshoot the device. By partnering with LG, LogMeIn Rescue provides IT with a secure, more flexible, and hands on approach to supporting LG devices.

Here’s how it works:

In addition to seeing what’s happening on the user’s device, LogMeIn Rescue allows technicians to take control and operate the LG device, as if they were holding it. This is essential to changing settings and configurations in order to fix a problem, show a user how to do something, or install new apps.

IT departments that use LogMeIn Rescue as their support tool can instruct users to download the app, thereby giving instant access to that device. After installing LogMeIn Rescue on their phone, the user starts the app and connects with the support technician. At that point, the technician will ask for permission to access the mobile phone. Once permission is granted, the technician will be able to see and control everything that is happening on that phone, as if the technician is holding it in their hand.

LogMeIn Rescue now fully supports LG, Samsung, Motorola, Sony, HTC, Huawei, and other Android smartphones.

The LogMeIn Rescue app is available as a free download in the Google Play store. The ability to support LG phones is included in the current subscription of LogMeIn Rescue + Mobile. The LogMeIn Rescue app will work on smartphones operating Android version 4.0 and newer.

         

Rescue’s Ready for Windows 10

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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.
         

Head in the clouds? Calling a product a “cloud solution” doesn’t necessarily make it one.

For the last few years, “the cloud” has gotten tremendous buzz – and has seen enormous adoption. That adoption has come for a number of compelling reasons, cloud solutions don’t have the upfront costs that on-premise products do, no hardware to purchase, no big software licensing fee, no hidden administration costs. Once deployed, cloud-based software don’t have the ongoing maintenance costs associated with on-prem, either. Plus users have automatic access to new features as they come online. No waiting for the every-other-year mega release that causes you to shut down and perform a forklift upgrade. Integration, scalability, better support for mobile workers: the list of reasons why cloud is outpacing goes on.

For on-premise vendors, all the buzz and adoption is quite unsettling. With customers clamoring for cloud solutions, analysts and the media making the cloud their darling, this has pushed many vendors into panic mode. And, in their panic to get on the cloud bandwagon, they simply took their on-prem solution and hosted it, gave it a new “cloud” name, slapped on a new price tag and voila – “New cloud offering”.

What they’ve really got is their head in the clouds. What they’re calling a “cloud” solution is the same-old-same-old, hosted in their data center (or, as often as not, with a hosting provider or VAR who takes on management and support) rather than yours.

As I was thinking about this, I came across an interesting post by Adaptive Insights on precisely this problem. Anyone considering working with a software vendor that, seemingly overnight, introduced a “cloud” solution would do well to read Paul Turner’s Fake Cloud Vendors Are on a Catastrophic Course – and Their Customers Are Riding Shotgun. Among his insights:

No vendor has successfully turned an on-premise application into a real, multi-tenant, self-service cloud app, and scaled up to thousands of customers. Old applications are innately complex because they’re running on several code bases – Java, C++, client server, N-tier – each of which is decades old and never meant to run in a multi-tenant environment.

Multi-tenant, self-service, scale. Paul Turner has hit on a number of the key points that separate a true cloud-based application – like LogMeIn Rescue – from the ground-up. Others include ease of integration, ease and frequency of upgrades, a clean, browser-based interface.

Buyer beware! To capture all the benefits that the cloud offers, you’ll need to go with a solution that was built from the ground up for the cloud. There is a difference. Accept no substitutes!

         

Rescue Lens: Seeing is Believing!

Ever want to see exactly what your customers or field agents are seeing when they’re trying (unsuccessfully) to describe a problem? How often is your workflow slowed down because you need to send out a team of field service agents to resolve a customer’s problem? And normally, it’s a really quick and easy fix, right?

lens_img1_v2Now available – Rescue Lens! A brand new feature within LogMeIn Rescue 7.6, Rescue Lens allows your support reps to provide real-time video-assisted support, giving them a firsthand look at the end users problem.

Whether it’s a loose connection, an unplugged plug, a jammed printer, or a missing piece of wire, simple problems can be easily overlooked when something is not working right. With Rescue Lens, end users will be able to show their problem to the technician using a smartphone or a tablet camera to stream live video back to the support technician. Once the Rescue Lens App is installed on their Android or iOS device, they are ready to go.

With video-aided support capabilities, your technicians will be able to diagnose and resolve issues without having to rely on inefficient (and often erroneous and incomplete) verbal and written descriptions of what’s going on. Best of all, Rescue Lens is fully integrated into LogMeIn Rescue. Your technicians get another view of a support situation, and the Rescue Lens session is captured along with all of the typical session details, including video recordings when needed. In addition, all of the information can be synced with any integrated ticketing systems!

Check out our website for more information.

         

Introducing Rescue Lens!

printer_iphoneWe’re excited to introduce Rescue Lens, a new video-aided support capability aimed to meet the needs of today’s connected customer! As part of our Support-Of-Things initiative, Rescue Lens allows technicians to remotely support virtually any product, enabling end users to utilize their personal smartphone or tablet cameras to stream live video back to support technicians. To start Rescue Lens, the end user simply downloads an app from the Google Play or iOS App Store, enters a pin code to ensure security, and points the camera.

Rescue Lens empowers your support technicians to quickly diagnose and resolve issues without having to rely on inefficient (and often erroneous and incomplete) verbal and written descriptions of what’s going on. Its real-time interactive video gives your technician a clear view of the problem at hand and the ability to help a customer solve it. Rescue Lens will introduce the following features:

  • Smart Whiteboarding: Annotate on any screen, on any device. This annotation stays in place, even if the device is moving.
  • Adaptive Video Quality: High quality video view that is fluid, regardless of the strength of the internet connection.
  • Auto Focus: Focus the camera on exactly what the end user needs help with.

See Rescue Lens in action in the video below:

And best of all, Rescue Lens is fully integrated into LogMeIn Rescue and will be included in the upcoming Rescue v7.6 release! Contact us to get started.

         

Rescue 7.5 New User Interface is now available!

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The LogMeIn Rescue team is excited to announce the immediate availability of Rescue 7.5, which features an improved user interface and new home page! This new modern look and feel offers technicians a more streamlined experience with the interface. In addition to the enhanced user interface, the new Rescue home page offers a direct information portal to Rescue technicians.

Designed with the user in mind, the new home page is where you’ll find Rescue best practices, product updates, market news, tips and tricks, and much more. Updated weekly, the home page is where you can stay up to date on what’s happening in Rescue.

Check out this short video overview for a quick demonstration:

Current Rescue users will be prompted to download this update upon logging in. Not a Rescue user? Sign up for a free trial!

         

On the Road with LogMeIn Rescue – Sin City (Part 1 of 3)

The Rescue team had a busy October attending several key industry events allowing us to meet with customers, prospects and industry leaders, while logging lots of frequent flier miles.  Now that we have returned home to Boston, MA where the weather is turning colder, we wanted to share some of the insights captured while on the road in a three part series.

Data so Big, It’s Everywhere you Go

Our first stop is Technology Services World (TSW) 2013 Service Transformations.

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This is the Technology Service Industry Association’s (TSIA) annual fall event, held this year in Las Vegas, NV.  The goal of this year’s event was to bring together service and support professionals, industry leaders and revolutionaries, and best-in-class sponsors to discuss new trends that will help differentiate service offerings.  For us, it boiled down to one key theme:  how can I use data about my customers to improve my services, product, and drive revenue.  Here are a couple thoughts and insights we gathered from the show: Continue reading “On the Road with LogMeIn Rescue – Sin City (Part 1 of 3)” »