Cloud-based solutions provider, LogMeIn, has unveiled a new mobile customer service extension for its Rescue solution which aims to accelerate problem resolution and reduce cost for businesses.
LogMeIn Rescue is the company’s flagship mobile remote support and customer care offering.
The extension, named LogMeIn Rescue Click2Fix, gives frontline customer service representatives the ability to diagnose and resolve common Android and iOS device issues without the need to escalate matters to technical staff.
LogMeIn customer care products vice-president, Kevin Bardos, said, “…with this new extension of Rescue, we’re seeking to give operators and original equipment manufacturers (OEMs) a new way to deliver mobile support that benefits the end-customer and customer service team.”
Designed to be used on the first point of contact with a customer service team, the offering allows representatives to, with the mobile subscriber’s permission, remotely connect to a smartphone or tablet in order to receive diagnostics alerts on things like firmware, potentially harmful apps, malware, and battery checks.
Once the alerts are received, representatives are offered guidance and a variety of quick fix options which can be used to verbally assist subscribers.
LogMeIn said as a result, “operators and OEMs can boost mobile customer satisfaction, while reducing use of costly support channels and processes.”
LogMeIn Rescue Click2Fix is available upon request to all LogMeIn Rescue customers using Rescue’s mobile capabilities.
Businesses interested in the Rescue product can purchase it via LogMeIn’s web site for $1188 for a single, one-year subscription. Support for smartphones can be added for a further $768.