LogMeIn Automates iOS and Android Smartphone Troubleshooting for Operators and OEMs With New Mobile Click2Fix Offering
(GlobeNewswire Via Acquire Media NewsEdge) BARCELONA, Spain and WOBURN, Mass., Feb. 26, 2013 (GLOBE NEWSWIRE) -- MOBILE WORLD CONGRESS -- LogMeIn, Inc. (Nasdaq:LOGM) is previewing a new mobile customer service extension of LogMeIn Rescue, the company's flagship mobile remote support and customer care offering, at Mobile World Congress 2013. Designed in partnership with some of the world's largest mobile operators and OEMs, the Rescue Click2Fix™ offering empowers frontline customer service representatives to diagnose and resolve common Android and iOS device issues without the need to escalate to technical support staff, or worse, ask the mobile subscriber to return a device. Rescue Click2Fix combines an easy-to-use interface, simple alerts, quick fixes that can be executed with a few clicks of a mouse, and proactive guidance for the most common device issues – such as performance, battery, and network issues – to provide the sophisticated mobile support capabilities used by technical support teams, in a much simpler package. As a result, operators and OEMs can boost mobile customer satisfaction, while reducing use of costly support channels and processes.
Rescue Click2Fix is designed for use on the first point of contact with a customer service team. Once a mobile subscriber reports an issue, a customer service representative can, with the mobile subscriber's permission, remotely connect to the subscriber's smartphone or tablet, and receive helpful diagnostics alerts from the device. This includes quick checks on the device's firmware to ensure the operating system is up-to-date, the presence of potentially harmful apps or malware, and battery checks to determine whether it is running hot or running low.
Based on these alerts, the customer service representative is offered guidance – tips – that can be used to verbally help the subscriber, as well as a variety of quick fix options, like pushing settings to optimize battery life, toggling radio options on or off for WiFi, Bluetooth and GPS, and addressing common networking issues related to WiFi or Access Point Name (APN) settings.
"LogMeIn and our customers share the belief that a great customer service experience starts with an empowered customer service representative, and with this new extension of Rescue, we're seeking to give operators and OEMs a new way to deliver mobile support that benefits the end-customer and customer service team, alike," said Kevin Bardos, VP of Customer Care Products at LogMeIn. "LogMeIn Rescue is often the tool of choice for technical support teams at many of the world's biggest mobile operators and OEMs, and has become a valued solution for boosting key customer satisfaction metrics, like NPS. This new customer service toolkit has been designed to bring these same capabilities and benefits to virtually any customer service representative – delivering Level 2 support at the first point of contact."
A preview of the new Rescue Click2Fix offering is available upon request to all LogMeIn Rescue customers using Rescue's mobile capabilities. Demonstrations of the new capabilities can be seen by visiting the LogMeIn Mobile World Congress booth (Hall 6, stand 6E91).
About LogMeIn, Inc.
LogMeIn (Nasdaq:LOGM) provides the essential cloud-based collaboration, IT management, and customer service offerings required to empower, manage, secure and support the new mobile workplace. Our solutions are used by tens of millions of professionals to work from virtually anywhere on virtually any Internet-enabled device. Hundreds of thousands of small and medium businesses use our solutions to manage distributed work environments, embrace employee-owned technology in the workplace and facilitate collaboration across distributed teams. Thousands of the world's premier service providers, including more than 50 of the world's largest telecom companies, use our solutions to service and support businesses and individual professionals across mobile, social and online channels. The company's worldwide headquarters is just outside of Boston, Massachusetts, USA with offices in Australia, Hungary, India, Ireland, the Netherlands, and the UK.
The LogMeIn, Inc. logo is available at http://www.globenewswire.com/newsroom/prs/ pkgid=6574
LogMeIn, LogMeIn Rescue and Rescue Click2Fix are trademarks of LogMeIn in the U.S. and other countries. Android is a trademark of Google, Inc. in the U.S. and other countries. NPS ("Net Promoter Score") is a trademark of Satmetrix Systems, Inc., Fred Reichheld, and Bain & Company, Inc. in the U.S. and other countries.
CONTACT: Craig VerColen
Source: LogMeIn, Inc.
2013 GlobeNewswire, Inc.
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