LogMeIn Automates iOS and Android Smartphone Troubleshooting for Operators and
OEMs With New Mobile Click2Fix Offering
New Advanced Diagnostics, Automated Alerts, and Quick Fix Extensions to
LogMeIn Rescue Provide Level 1 Support Staff Easy-to-Use Tools for Smartphone
and Tablet Support
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)
"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
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
CONTACT: Craig VerColen
LogMeIn, Inc. Logo
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