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!