Rescue In-App Support


Mobile apps are everywhere – engaging consumers, generating revenue, and providing entertainment. However, when it comes to support, mobile apps can often be a black hole. When there isn’t a way for users to reach out for help, even for simple questions, without abandoning the app to look for support through website FAQs, email, or even phone support, it impacts customer satisfaction. Poor app support can put a company’s bottom line in jeopardy.

But that is a thing of the past because today LogMeIn Rescue announces a new Software Development Kit (SDK) for In-App Support for both iOS and Andorid platforms! With Rescue’s In-App Support SDK, support technicians have the ability to:

  • View remotely: co-browse with your users, and see the problem in real-time
  • Rescue Chat: connect directly with users and maintain conversations throughout the session within the app
  • Annotate: guide users through your app with pinpoint accuracy with whiteboarding and laser pointer functionality
  • Access Diagnostics: troubleshoot by having access to mobile level system information.
  • Support without additional downloads: empower users to start support sessions directly in the app without needing to download any other application

Get quick and easy access to end users’ app, all within the Rescue interface. And with the LogMeIn Rescue’s In-App Support SDK, enhance your support strategy and start optimizing your customers’ mobile support experience!


Now Introducing Rescue 7.8!

Rescue 7.8_Blog_image

We’re excited to announce that the latest release of LogMeIn Rescue is now available! Rescue 7.8 updates include:

  • Significant improvements to Rescue Lens
    • Enhanced smart whiteboarding – keeping the annotation at the right place when drawing on a moving device
    • Freeze Frame – take a snapshot of what the end user is showing you, and still be able to annotate without worrying about movement
    • Flashlight controls – end users can now turn on their smartphone’s flashlight from within Lens
  • Ability to run your Tech Console on Windows 10
  • In-app support through mobile SDK
  • Customizable Click2Fix Widgets
  • The default Tech Console scheme is now “Light”

To upgrade to LogMeIn Rescue 7.8, please choose one of these two options:


Don’t get caught without your files

file manager

In 2015, we’re always connected – to our email, our family and friends, our bank accounts.  You name it and we can get to it at any time. One of the more elusive items to access is our files. That important presentation you just made for the bi-annual review meeting or the enormous excel file of your business’ entire inventory – can you access those on the go?

With LogMeIn Pro’s file manager and file share capabilities you can. File share allows you to access and move files between devices or people without the use of email or those outdated flash drives. All you have to do is launch Pro on your desktop, any web browser or your mobile app, and you have access to your entire file structure, including the ability to share easily with a simple link, email or copying to a new folder.

Imagine this… You stay at work a little late to finish a deck for a client. When you finish your edits, you convert it to a PDF and send it to your boss for review. Later that night in the middle of dinner with friends, your boss emails asking for the PPT so she can make some edits. Fret not, you have the LogMeIn app so you simply log into your computer, access the original PPT file and email it to your boss. No time lost and you look like a superstar employee.

Learn more about file sharing capabilities with Pro to ensure you’re never caught in a jam without access to the files on your computer.




As exhilarating as founding a startup can be, the sad fact is that most startups don’t succeed. What causes most startups to fail? We asked three influential SMB consultants for their insights on how to overcome these obstacles.

  1. Plans for growth
    Jackie Nagel, founder of Synnovatia, an SMB consulting firm, believes that “those who struggle with growing their business do so because they are missing 3 critical pieces: a goal for growth, a strategy for growth, and a plan for growth.” (And, no, just wanting to be the next Mark Zuckerberg is not a goal, strategy, or a plan for growth).
    Gary Bizzo, a small business consultant, and author of How to Start a Successful Business – The First Time, faults “CEOitis, where the entrepreneur was great when vision was required in his startup but has quickly realized he is in over his head but won’t or can’t relinquish control,” as a core reason why companies get into trouble. Successful CEOs cultivate self-awareness and acknowledge when their weaknesses may be getting in the way of their company’s growth.

  2. Invest in IT early on
    Gary Bizzo notes that “one of the biggest problems is not building a robust system from the beginning” (underestimating growth and not thinking far enough ahead). Bizzo believes that you should “create systems when starting up as if you were going to be the next McDonalds.” This does not, of course, argue for setting up the infrastructure you’d need to run McDonalds (food permits, industrial fryers, etc.). That’s overkill, and no one’s going to give you’re the money to do it, even if you want to. But it does argue for thinking about what IT you’ll need, and having an idea of how you’re going to scale. (Hint: software-as-a-service and infrastructure-as-a-service let you take advantage of superb technology, with low upfront costs and the ability to grow with you.) And even if you can’t afford all the IT infrastructure in the world, it’s always best to build a tech-savvy staff from the outset.

  3. Hiring practices
    Small business and technology evangelist, Ramon Ray, has watched SMBs make the following hiring mistakes:

– Hiring talent with values that do not match the company’s
– Hiring for a specific skill set
– Not firing fast enough

Poor hiring practices include: bringing in friends and family members who just aren’t up to the task. (Hiring friends and family is easy; firing them, not so much.)

So, if you want to make ensure that your startup succeeds, consider your strategy to grow, your IT needs, and your hiring practice. Best of luck!


[Webinar] Ad Hoc Support: Taking IT Support to the Next Level

webinar word - white chalk handwriting on old slate blackboard on a screen of a digital tablet computer with a coffee cup and stylus pen

Solving end-user problems quickly is vital to providing top-flight IT support.  With LogMeIn, IT admins have a fast and reliable way to troubleshoot issues, but what if your end-user doesn’t currently have LogMeIn software installed on their machine? Enter Ad Hoc Support.

On October 22nd at 2PM EST, we’ll be covering this new feature in-depth, with a chance for live Q&A with LogMeIn’s very own experts.  At Ad Hoc Support: Taking IT Support to the Next Level, we will cover:

  • A demo of how to remote support machines outside your day-to-day list
  • Tips and tricks to make the most of Ad Hoc Support
  • Customer use cases and live Q&A

Many Central customers are already taking advantage of this great feature, available in every LogMeIn Central subscription.

“Ad Hoc Support has been a lifesaver for the Chicago Symphony Orchestra, only 50% of the staff is full-time, so we have the ability to support temps or interns that are not necessarily users we consistently support” – Daniel Spees, Director of Information Services, Chicago Symphony Orchestra

You can register for the webinar here. If you’re not able to join us on October 22nd at 2PM EST a recording will be available shortly after the event for those registered.


LogMeIn to Acquire Password Management Leader LastPass


Today we’re pleased to announce that LogMeIn has agreed to acquire LastPass (incorporated as Marvasol, Inc.), the popular single-sign-on (SSO) and password management service.  A high growth business with millions of loyal users and an award winning product line, LastPass will immediately bolster LogMeIn’s position in the multi-billion dollar identity and access management (IAM) market, while accelerating one of the company’s key strategic growth initiatives. The deal is expected to close in the coming weeks.

The future identity market is being shaped by realities that come from end-user driven adoption of cloud, web and mobile apps – the bring-your-own-app (BYOA) trend — and increasingly decentralized approaches to managing identity in the workplace.   Seventy (70) percent of companies report using employee-introduced applications (as opposed to IT introduced and company procured applications) in the workplace.[1]  This is especially relevant to IT professionals and businesses since eighty (80) percent of cloud applications and services contain sensitive regulated or company confidential data.[2] Meanwhile, approximately two-thirds (64 percent) of internet users use the same passwords for most or all websites.[3]

LogMeIn is building a product and go-to-market strategy that embraces this BYOA reality and introduces new ways to help individuals and businesses secure access to sensitive information.  The LastPass acquisition is expected to play a key role in this effort, is highly complementary to LogMeIn’s existing identity portfolio, and offers a natural extension to LogMeIn’s leadership position in the access market.

“LastPass has a great business, a beloved and award winning product, millions of loyal users, and thousands of great business customers – they are synonymous with the category,” said Michael Simon, LogMeIn’s Chairman and CEO. “We believe this transaction instantly gives us a market leading position in password management, while also providing a highly favorable foundation for delivering the next generation of identity and access management solutions to individuals, teams and companies.”

Following the close of the deal, LogMeIn plans to bring complementary capabilities of its early identity management investments, including those of Meldium, which it acquired in September 2014, into LastPass.  In the near-term, both the Meldium and LastPass product lines will continue to be supported, with longer-term plans to center around a singular identity management offering based on the LastPass service and brand.

“LogMeIn and LastPass share a great common vision on reshaping identity and access management in ways that not only increase productivity but also improve security for individuals and companies, alike,” said Joe Siegrist, CEO of LastPass. “The striking commonality between our businesses, our products, and cultural DNA make this a great fit for both teams, and we believe a great win for our customers.”

Transaction Details

Under the terms of the transaction, LogMeIn will pay $110 million in cash for all outstanding equity interests in LastPass upon close, with up to an additional $15 million in cash payable in contingent payments expected to be paid to equity holders and key employees of LastPass upon the achievement of certain milestone and retention targets over the two-year period following the closing of the transaction.

Conference Call Information

LogMeIn will host a conference call to discuss the details of the transaction at 8:30am ET, today, Friday, October 9, 2015. Details as follows.

What: Conference call and live webcast to discuss LogMeIn’s acquisition of LastPass

When: Friday, October 9, 2015

Time: 8:30 a.m EDT

Live call: Dial In: 877-407-9124

Dial In (International): 201-689-8584

Replay Number: 1-877-660-6853

Replay Number (International): 1-201-612-7415

 Conference ID # for replay: 13621996



[1] Managing applications in the age of BYOA, Edge Strategies, April 2014

[2] Password security in a cloudy world, Enterprise Strategy Group and LogMeIn, 2015

[3]  Ofcom Adults’ media use and attitudes report, 2015


BoldChat’s Customer Service Rock Stars

Boldchat Rockstar Hall of Fame

In honor of Customer Service Week (October 5-9), we invited BoldChat customers to recognize their top agents who truly rock at providing stellar customer service. Meet the five Rock Stars below!

Matthew Lanzara

Matthew is the Electronic Commerce Specialist for The Orvis Company. Here’s what his colleague, Juliana Booth, says about Matthew and why he is a Customer Service Rock Star:

Matthew Lanzara has been with Orvis for several years; working with customers through telephone support, in one of our Retail Stores, and also (currently) on our E-Commerce Team, assisting customers through Chat and Email. He has not only been able to maintain very high KPMs and continue to be very productive in multitasking (between simultaneous chats, responding to Customer Service emails, and various other tasks), but has also been helping out with our seasonal training – inspiring new associates to provide World-Class, personal and friendly customer service such as he does, as well as to maximize their productivity by using BoldChat to its fullest potential. Matt is a very positive person overall, he is well respected by his co-workers and beloved by his customers.

Kendal Erickson

Kendal is a CSA for Blackbaud. Here’s what his colleague, Angela Doty, says about Kendal and why he is a Customer Service Rock Star:

Kendal continues to provide excellent customer service and assists three clients at a time. He has a proven track record of 97% customer satisfaction score! Clients have provided this feedback for him: 1. Quick and accurate solution 2. He provided a solution based on his own experiences and knowledge and did not just rely on information from the knowledge base. 3. Kendal guided me quickly to the solution.

Jenna Smallins

Jenna is the E-Commerce Sales Support Specialist for HALO Branded Solutions. Here’s what her colleague, Samantha Massey, says about Jenna and why she is a Customer Service Rock Star:

HALO Branded Solutions serves two sets of customers through—existing clients who are currently working with a HALO Account Executive and new HALO customers who find us online. Jenna is one of our BoldChat Rock Stars who interacts with both types of customers regularly. Jenna works with current clients to answer questions they may have on an order, help them reach their Account Executive for rushes, and point them in the right direction regarding invoice questions. She helps connect clients to their HALO rep, almost like an extra sales assistant for the Account Executive.   Customers new to HALO chat with Jenna regarding anything from order timelines to specific product needs. She answers questions regarding specific imprint options and out of the box product needs. Jenna has been with HALO for nearly a decade and uses her experience to help connect new customers with a representative who can find them the products they need in their timeline and budget. She truly is a BoldChat Rock Star.

Melodi Connor

Melodi is the Supervisor, Customer Support for Freedom Acceptance. Here’s what her colleague, Micki Andino, says about Melodi and why she is a Customer Service Rock Star:

Melodi has taken over all of The Company’s Chats. We used to have 3 chat groups but as we grew and learned how important this function is, we decided to bring this to one group of Customer Support individuals who will answer all chats for Service and Support. This ensured the customer was treated with the upmost respect and taken care of immediately. Melodi oversees a group of 6 individuals who are responsible for all chats and support calls for our company. We are delighted with the outcome and her team for keeping our standards high and our customers happy.

Henrik De Presno

Henrik is a First Line Customer Service Agent for LG Electronics Nordic. Here’s what his colleague, Erik Svalberg, says about Henrik and why he is a true Customer Service Rock Star:

In a team of only 4 agents managing the entire Norwegian market, Henrik, being only 19 years old, has become an essential part of the team in a very short time. Simultaneously taking up to three chats at the same time as receiving phone calls and sometimes even e-mail duties he has received perfect marks on nearly every chat survey. As if that wasn’t enough, he even manages to help out on the Swedish chat when it overflows, getting equally impressive marks. He is able to convey a fantastic tone through writing, and without having to resort to tired clichés and standard phrases. He communicates his willingness to help the customer by embedding it in his still focused and precise technical support. Thanks to his stellar performance we are able to attend practically every chat and call that comes in, without letting the customer wait or have to come back later. I sincerely believe it would be hard to find someone as dedicated and skilled as him, and it is my pleasure to recommend him for this recognition.

Thanks to everyone who submitted nominations!



BOSTON –October 5th, 2015 – LogMeIn, Inc. (NASDAQ:LOGM) today announced that it will report its third quarter 2015 financial results for the period ended September 30, 2015 following the close of market on Thursday, October 22nd, 2015. On that day, management will hold a conference call and webcast at 5:00 p.m. ET to review and discuss the Company’s results for the third quarter.

  • What: LogMeIn Third Quarter 2015 Financial Results Conference Call
  • When: Thursday, October 22nd, 2015
  • Time: 5:00 p.m. ET

Live Call:    

  • + 1-877-407-9124 (U.S.)
  • + 1-201-689-8584 (International)


  • + 1-877-660-6853 (U.S.)
  • + 1-201-612-7415 (International)
  • 13620839 (Conference ID)


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.


How to use LogMeIn from your smartphone

In today’s world, we’re all on the go and trying to be as productive as possible – whether we’re working from home, checking in on the weekend, or taking work on the road. In fact, we recently found that the majority of people (80%) have worked remotely in the past six months. When you’re out of the office, you want to make sure you have the tools you need to get what you need done easily and quickly. With your LogMeIn subscription, you can download a free mobile app that allows you to remotely access your computer – wherever you might be – so you can stay connected to work anywhere.

There are multiple ways to use the LogMeIn app with your Pro or Central subscription, but these are the two most common scenarios and how to make the most of them.

pro pcRemote access via the mobile app
It’s never been easier to access you work computer from your smartphone or tablet. First, just download the latest version of the LogMeIn to your phone (it’s available for iOS and Android). Once you launch the app, you’ll need to login with your LogMeIn ID and password and you’ll see the list of computers you’ve added to your LogMeIn account. Simply click on the computer you want to access and then choose Remote Control to start a session. Once the session starts, you’ll be able to access your computer as if you were sitting right in front of it.


mobile appFile manager via the mobile app
With the LogMeIn app, you have the flexibility to do what you need with your files. Whether you want to copy files from your smartphone or tablet to a cloud storage service like Dropbox or Box, email them, or simply copy, the app will get the job done. From the My Computers screen in the app, select the computer whose files you want to access, and click File Manager. You’ll see your file structure and have the ability to open folders and files, move, and sync.


If you don’t have the LogMeIn app for your smartphone or tablet, now is the time to get started! You never know when you’ll need access to your computer or files when you’re away from your desk.


Avoid These 3 Common Small Business IT Growing Pains

Shot of a mature businessman looking tired while working at his office desk

As we referenced in our last blog, failure to invest in IT early is one of the common reasons startups fail. We’ve seen that as a small company grows it is bound to make some mistakes along the way, but many times, the most critical (and costly) growing pains are IT-related. More often than not, this occurs because smaller organizations lack IT resources. Combine that with the need to place their energy on keeping the business running, and you may well have yourself some technology growing pains.
With that in mind, here are a few steps you might want to consider to avoid these pains:

  • Your data’s important. Make sure you back it up. Bad things happen, and you could become a victim of a server crash, fire, flood or cyberattack. Thus, you need to make sure that your data is secure, which means regular and frequent backups. A cloud-based or hybrid approach is the solution of choice for many small businesses. Backups can be automated, easily scale as needed, and keep your data offsite, safe and sound.
  • PC’s are like cars. At some point, it doesn’t pay to keep them going. Once a PC has been in action for more than a few years, and needs major repairs that may end up costing you half of what a replacement will, it’s time to think of investing in new gear. A repair or upgrade may cost you less in the short run, but over time costs can really add up if you need to keep fixing it. Replacing the computer brings with it a number of benefits, more powerful equipment can improve productivity, and you’ll also be able to use newer software and peripherals that wouldn’t work with your old gear. Keep in mind that some repairs make more sense than others. Adding RAM or a new hard drive to boost performance or storage capacity may well work out; replacing a dead motherboard, not so much.
  • When you do dispose of old hardware, proceed with caution. Those old PCs, laptops, smartphones and tablets are likely to hold sensitive company data. If your gear falls in the wrong hands, you could find yourself with legal or compliance problems. Wipe your old data out, check out this article you might find helpful when considering recycling your old hardware. Once you’ve taken care of your data, you’ll need to find a way to safely dispose of your old equipment, which is likely to contain materials harmful to the environment. So no tossing old gear in the dumpster, instead, consider selling it (directly, or through a service like Gazelle), or donating it to a charity like ComputersWithCauses.

Sound IT practices like these will better support you as you grow. The sooner you begin to implement them, the better.