New LogMeIn Rescue Click2Fix release speeds diagnosis, resolution of smartphone, tablet issues
June 27, 2013 — LogMeIn, Inc. just released a new version of its flagship mobile remote support and customer care offering, LogMeIn Rescue, that brings carrier-grade mobile device support capabilities to any help desk. Focused on remote support for mobile devices running Google’s Android and Apple’s iOS, the latest version of Rescue introduces new ways to rapidly connect to devices, immediately identify common issues, and instantly push quick fixes. A new, complementary iOS app, available on Apple’s App Store, extends these capabilities by giving technicians quick access to diagnostic information on an end user’s iPhone or iPad. As a result, operators, OEMs and IT help desks can quickly resolve mobile device issues from anywhere, without the need to incur the costs and inconvenience of device returns or onsite support.
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The new capabilities come as worldwide smartphone shipments are predicted to surpass feature phone shipments for the first time ever, and tablet shipments are expected to surpass notebook (or laptop) PCs, according to IDC. Research firm comScore recently confirmed the dominance of Android and iOS platforms, as the two combined for more than 90 percent of the smartphone market share. Meanwhile, a recent survey from Intel on the BYOD trend found that 82 percent of companies now allow some or all employees to use employee-introduced devices at work. The net result being the continued rise of Android and iOS device not only in the marketplace, but also in the workplace.
Making complex mobile support simple: The new Click2Fix™ interface
The new version of Rescue introduces a completely redesigned interface and user experience for remote support of mobile devices, called Click2Fix. Piloted at some the world’s most demanding mobile support help desks and customer care centers, including top device OEMs and mobile operators, Click2Fix is designed to take the guess work and lengthy investigations out of diagnosing and fixing device problems. Once help is requested, technicians, with the end users permission, can remotely connect to any iPhone, iPad or Android device. Immediately upon connection – in a matter of seconds -- common device problems, like performance, battery, temperature (device running hot), malware, software updates, and network issues, trigger quick alerts on the screen, giving the technicians immediate information about the issue or issues. A variety of intelligent, one-click fixes for the problems are also displayed, and with a simple click of a mouse, can be pushed to the remote device, dramatically speeding resolution.
New iPhone, iPad diagnostics app
Following the release of a new Android support app in late February, the new version of Rescue also coincides with the release of an all new iOS diagnostics app. The Rescue iOS app is designed to simplify remote support of iPhones and iPhones for technicians and end users, alike -- a quick means of getting remote access to device information, settings, and potential issues.
After getting a call for support, a technician can simply instruct the end user to download the Rescue app from the Apple App Store, using a process that is inherently familiar to iPhone and iPad users. With the user’s permission, the technician can then connect to the iPhone or iPad and pull a variety of diagnostic information from the device, including carrier (operator), OS version, system info, battery health, running processes and more. The app also provides the opportunity to push a variety of fixes and configuration settings, including general settings like email, network, and WiFi, as well as business settings, like passcode, restrictions, and Microsoft Exchange settings. As a result, technicians can quickly connect to, diagnose, configure and remotely troubleshoot common iOS issues.
“When it comes to mobile support innovation, our strategy is to understand and solve for the issues at mobile’s bleeding edge -- the telcos and OEMs – and then bring this experience to a much broader IT audience. With more than 50 of the world’s biggest telcos and OEMs as customers, we believe we have unique insight into today’s most pressing mobile support challenges and a preview into the needs of tomorrow’s mobile-centric IT organization,” said Kevin Bardos, VP of Customer Care Products at LogMeIn. “We see Rescue Click2Fix as a direct result of that strategy – a solution born from mobile’s most demanding helpdesks and well suited to empower any helpdesk agent to solve complex mobile device problems in a simple way.”
The new Rescue Click2Fix offering is available immediately to all LogMeIn Rescue customers using Rescue’s mobile capabilities. The iOS app will be available as a free download on Apple’s App Store pending approval by Apple. Companies interesting in testing the new capabilities can sign up for a free 14-day trial
About LogMeIn, Inc.
LogMeIn (NASDAQ:LOGM) transforms the way people work and live through secure connections to the computers, devices, data, and people that make up their digital world. The company’s cloud services free millions of people to work from anywhere, empower IT professionals to securely embrace the modern cloud-centric workplace, give companies new ways to reach and support today’s connected customer, and help businesses bring the next generation of connected products to market.
LogMeIn is headquartered in Boston’s Innovation District with offices in Australia, Hungary, India, Ireland, the Netherlands, and the UK.