LogMeIn’s Rescue Lens Puts Tech Support Virtually In the Customer’s Home or Office

Today LogMeIn announced a new product, Rescue Lens, bringing the power of live interactive video to the support center. How many hours have been wasted talking to customers on the phone, trying to figure out what’s wrong, or walking them through a complex procedure they aren’t understanding? How many times has the call center agent said to themselves, “Gee, if only I could actually see what they are doing!”

This innovative product is an extension of LogMeIn Rescue’s remote control/remote support capabilities, which allow a support technican to “take control” of a piece of customer equipment to diagnose and fix errors. The problem is the agent can only see the screen, not the physical device. Rescue Lens goes a step further. The customer can download the Rescue Lens app on their mobile device, which allows the agent to see through the customer’s camera. Show the customer exactly where that semicolon is on the keyboard. Show them which button to push to reset the system. Walk them through replacing that toner cartridge quickly and easily. Inspect equipment to find that frayed power cord that is the real failing component–though the customer never noticed it.

Rescue Lens offers more than just a Facetime video. In addition to real-time video feeds, Rescue Lens offers:

  • Smart Whiteboarding: Annotate on screen, on any device. This annotation stays in place, even if the device is moving.
  • Adaptive Video Quality: Get the best picture and streaming quality, regardless of the strength of the internet connection.
  • Auto Focus: Easily focus on exactly what needs helps.

With a fully burdened field service visit now costing more than $1000, not only will Rescue Lens dramatically cut core support metrics like talk time and resolve time, but it will also eliminate incredibly expensive field service visits.

To read more about LogMeIn Rescue Lens, here’s a link to today’s press release announcing the product:  https://investor.logmein.com/about-us/investors/news/press-release-details/2015/LogMeIn-Brings-Remote-Support-to-Virtually-Any-Product-With-Rescue-Lens/default.aspx

If you would like to see Rescue Lens in action, I’m doing a joint webinar with LogMeIn on April 9th which will include a demo. Here’s the link to register for the free webinar:  http://www.tsia.com/webinars/Revolutionizing_Support_Interactions_with_Video/

Hope to see you at the webinar, and as always, thanks for reading!

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3 Comments on “LogMeIn’s Rescue Lens Puts Tech Support Virtually In the Customer’s Home or Office”

  1. Nick Sellers Says:

    Giving customer support agents greater visibility is very welcome! It amazes me how keenly developed best performers’ probing skills are to “read between the lines.” They have to get past language, culture and caller characteristics build a mental image of what the customer is using, doing and seeing. Really valuable skills to have and build upon.

    Leveraging the “ubiquitousness” of phones and tablets today, with their camera and microphone capabilities, will help agents serve customers better and should help companies achieve higher and higher support standards. Call center agents who have previously relied on training, experience, knowledge resources and “second sight” to get to resolution can now see for themselves exactly what is happening.

    Sounds good!

  2. […] In the present day LogMeIn introduced a brand new product, Rescue Lens, bringing the facility of reside interactive video to the help middle. What number of hours have been wasted speaking to clients on the telephone, making an attempt to determine what’s flawed, or strolling them via a posh process they aren’t understanding? What number of occasions has the decision middle agent stated […] Ragsdale’s Eye on Service […]

  3. […] and best practices for continuing the strategic shift in your approach to support. PS–check out this previous blog entry on a very cool video solution LogMeIn just introduced that will be presented in our Service […]

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