Don’t fall prey to the hidden costs of on-premise remote support!

Vendors of on-premises remote support solutions will have you believe that their up-front charges are conveniently “all-inclusive,” which sounds enticing.  Upon further analysis, a sobering reality often emerges – along with an unexpected required investment.

We’ve created an infographic to help you gain visibility into the true costs of on-premises remote support.  We hope it helps when considering your options.

For more information about LogMeIn’s SaaS-based, remote support solution, Rescue, simply click here.

On-premises vs. SaaS Remote Support

On-premises vs. SaaS Remote Support

         

On the Road with LogMeIn Rescue – Hotlanta (Part 2 of 3)

Welcome back to part two of our three part series on the key insights we gained during our travels on the road in October.  In our last blog post we covered our experience at TSIA’s Technology Services World 2013 where the topic of discussion was big data and the importance of organizations to get moving with big data.  In today’s post we will take a look at the importance Customer Engagement Management (CEM) for an organization.

We Care, Everywhere

The next stop on our USA tour is Atlanta, GA where we attended CEM in Telecoms: North America, hosted by Telecoms IQ.  The 2013 CEM in Telecoms event was attended by leading cable providers, telecommunication providers, and thought leaders in the Customer Experience Management space, providing a platform to review industry best practices in improving customer experience.  The two-day session covered many topics in the CEM space including:

  • Enhancing the customer experience across contact centers and other touch points
  • Increasing cross-functional collaboration and overcoming silo mentality within organizations

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Contrary to the graphic, most organizations don’t have a single touch point with the customer, even though many interactions with the customer are handled this way.  This was among many insights captured through our panel session and discussions, a few additional insights have been shared below: Continue reading “On the Road with LogMeIn Rescue – Hotlanta (Part 2 of 3)” »

         

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)” »

         

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.

         

Showcasing Rescue’s latest integration with ServiceNow!

This week the LogMeIn Rescue team continues life on the road, attending ServiceNow’s annual user conference in Las Vegas, Knowledge 13.  There is no better place to showcase the latest update to Rescue’s integration with ServiceNow’s Service Desk cloud service.  For those unfamiliar with the integration, here’s how it works and how your staff can work more effectively within the service desk.

SN-PINIf you’re an IT service desk using ServiceNow to manage your helpdesk service requests, your support staff can now initiate a Rescue remote support session directly from a ServiceNow ticket. Not only does this greatly simplify the technical support workflow, it also ensures that no vital information is lost along the way. Available at no additional cost to the organization, your ServiceNow administrator can add the Rescue integration by following the detailed instructions available on our recently launched integration portal.

The integration provides efficiencies within the helpdesk by allowing staff to:

  • Generate a LogMeIn Rescue session and SN-TKTcorresponding PIN code directly from a ServiceNow ticket
  • Email a link with the session PIN directly to the end-user from within the ServiceNow ticket, making it easier for the end-user to enter a remote support session
  • Post LogMeIn Rescue session details back to the ServiceNow ticket, including timestamps, chat logs, notes, as well as any customer fields and technician survey answers.

If you are at Knowledge13 stop by our table top for a live demo!

         

LogMeIn Readies Rescue, Parature Integration

For the LogMeIn Rescue team, it’s no rest for the weary.  Following five days at Mobile World Congress in beautiful Barcelona, the LogMeIn Rescue team traveled to Las Vegas for this week’s Parature’s annual user conference, ParaFest 2013.  And there’s no better place to preview our latest helpdesk integration with Parature’s increasingly popular customer service software.  That’s right, you’ll soon be able to combine the power of Rescue and Parature to bring integrated remote support capabilities directly from the Parature ticketing interface.  Here’s how it works and how you can take advantage of the new capabilities.

If you’re a B2C helpdesk using Parature to manage your customer service requests, you’ll soon have the ability to give your support staff the option to launch a remote support session directly from a Parature ticket.  The ability to generate a Rescue session will be available from within Parature without any setup required and only a single simple admin setting change from within Rescue.  Support technicians can collaborate with their customers in real time to quickly diagnose and resolve issues related to their products by viewing and controlling a user’s computer or smartphone, on-demand. The result is a faster and more reliable customer experience.

The integrated offering will be made available on our integration portal in the coming weeks to joint LogMeIn Rescue and Parature customers at no extra cost. Both product lines are SaaS-based, eliminating the need for onsite installations, resources or management.

The new partnership allows customers to:

  • Generate a LogMeIn Rescue session directly from a Parature ticket.
  • Post LogMeIn Rescue session details back Parature tickets, including timestamps, chat logs, notes, as well as any custom fields and survey answers.

Stay tuned for the official launch, and if you are at Parafest stop by our table top for a live demo.

         

Introducing the New Rescue Integration Portal!

While Rescue may be your go-to remote support tool for troubleshooting PCs, Macs, smartphones and tablets, we recognize it’s but one of the many tools you use to keep your helpdesk running.  We’ve spent a lot of time making sure that we can offer the best and most efficient out-of-the-box integrations between Rescue and the industry leading CRM, ITSM, ticketing, PSA solutions, and more – giving you new ways to get even more out of your helpdesk tool kit.  And now, we’re offering an easy way to make sure you quickly take advantage of these integrations:  the all new LogMeIn Rescue IntegratiIntegrationPortalon Portal.

The new portal features details and instructions on how to integrate Rescue with:

  • Salesforce.com
  • Connectwise
  • ZenDesk
  • Autotask
  • ServiceNow
  • Spiceworks

It also provides details of how best to take advantage of Rescue’s APIs to perform administrative tasks like adding or removing authorized technicians and creating groups; to logging into Rescue from other applications to escalate support and work seamlessly between tools; to integration with call center applications for transferring session data for central access and storage; to creating dashboards on session data, survey results and performance statistics.

Looking to add your applications to an integration wish list?  The new portal provides a simple means of requesting new partnerships and integrations with inputs that go directly to our development and BD teams.

Check it out, let us know what other apps you want to see added to our out-of-the-box checklist, and make sure to keep your eyes out for new integrations in the coming weeks and months.

         

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.

         

The New LogMeIn Rescue – From Desktop to Handheld In Seconds!

These are exciting times for LogMeIn Rescue! Today, we are announcing game changing enhancements to our flagship remote support solution. With this version, we focused on helping you do more with the exploding population of smartphones and tablets, and making access to the Rescue Technician Console easier, faster, and more convenient.

So what’s new?

Well, we’ve enhanced mobile configuration capabilities for email, WiFi, device permissions, and device pass code issues. Put these together with Rescue’s integrated chat and you can now resolve mobile problems more quickly and easily than in the past.

We’re really excited about the new Rescue Desktop App. Using the App, you’ll be able to launch the Technician Console directly from your desktop without the hassle of a web browser. Don’t worry though, the browser version isn’t going anywhere – you choose which to use!

With these features and more, we can’t wait to hear your feedback. If you haven’t already, why not head on over and login or, if you’re new to the neighborhood, create a free trial account to try the new LogMeIn Rescue?

If you’d like to learn more, check out the video below: