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June 22, 2016

LogMeIn Releases New Mobile Tool: Rescue Lens

By Casey Houser
Contributing Writer

LogMeIn (News - Alert) has completed a year of testing and commercial use for mobile phone support in its LogMeIn Rescue software. That package has seen such success that thousands of customers have put it to good use within help desks and call centers. Now, those users can get their hands on something a little different and still expect to keep their use of mobile.

At the outset of this anniversary, LogMeIn has launched the new stand-alone Rescue Lens software that offers mobile video support for business clients. It will not replace Rescue; instead, it will join that application and its counterpart, BoldChat (an application that focuses on web chat), as part of the overall LogMeIn portfolio of support and communications tools. Rescue Lens will focus on support driven by users’ mobile phones. It means to work with nearly any mobile phone camera to give customer service agents the power to walk customers through any sticky situation. It moves a trained eye into a situation that previously could have required on-site support.

Dave Campbell, the vice president of product marketing, customer engagement, and support at LogMeIn, commented on this release and the markets its testing has targeted so far.

“Over the past year, we’ve seen great interest in Rescue Lens, both from new and established customers, with literally thousands of companies piloting it in live customer service environments,” Campbell said. “The early results are promising with interest in industries like manufacturing, field services, and insurance where guided video support has the potential to provide substantial ROI by helping to significantly reduce the time, costs, and customer fatigue associated with arduous claims and repairs processes.”

LogMeIn, on its product website, comments that its new Rescue Lens tool can be used in a variety of situations – everything from dishwasher repair to industrial machinery fixes. That said, the tools was constructed to work well in the hands of technicians, so it is clear that not every run-of-the-mill customer service agent will find this app necessary for daily use. Instead, it could appear in the hands of professional repair persons who often work in the field but who also need to make use of remote connections to prepare for on-site visits.

Often, the language of a customer may not be enough to diagnose a problem, even with guided voice support from knowledgeable professionals. The person fixing a dishwasher may know nothing more than the “round part” broke; the one looking at industrial machinery could see a hydraulic fluid leak but not know the exact section of the machine that has taken a wrong turn. In these cases and others, one look through high-definition video can clarify which round part or section needs repair.

Businesses can expect to connect to their clients in as quickly as 20 seconds and rely on uptime greater than 99 percent. LogMeIn provides tiers of service that can fit the budget and scope of any operation, from 5 to 5,000 or more employees. It will try to revolutionize in-field support while also giving desk clerks one more method of reaching their mobile users. In all, it should make a welcome addition to the LogMeIn portfolio of support products that is expected to gain more than $300 million this year.




Edited by Stefania Viscusi

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