LogMeIn Virtualizes Face-to-Face Tech Support with Rescue Live Lens

Visual support via mobile camera share enables field service and customer service teams to deliver on-site support from afar

BOSTON, April 16, 2020 (GLOBE NEWSWIRE) -- LogMeIn (Nasdaq: LOGM) is making it simple and safe for organizations to provide exceptional customer and employee experiences with enhanced visual support solutions. Building on LogMeIn’s industry leading remote support offer Rescue Lens, the new Rescue Live Lens elevates video-based support to the next level by eliminating the need to download and install an app, providing a more seamless and convenient user experience. The interactive, fully browser-based solution uses a mobile device’s camera to allow agents to quickly see, diagnose and resolve equipment issues remotely. Live Lens enables IT and field service teams to deliver instant, guided assistance to lower handle times and resolve issues faster.

As the world employs social distancing strategies to combat the COVID-19 pandemic, the way businesses operate has changed. Nowhere is this felt more intensely than among internal IT teams and businesses that rely on field service teams to support their customers on-site. With Live Lens, LogMeIn is enabling organizations to practice social distancing, keeping their employees and customers out of harm’s way, while still maintaining a high level of service.

IT must handle new types of employee requests ranging from connecting a monitor in a home office to changing the ink on a printer or resetting a router while also being tasked with managing a virtual workforce infrastructure. With Live Lens, IT staff can easily handle these requests over video, essentially offering remote workers a virtual IT support desk right in their homes. Furthermore, this helps to eliminate the cost and productivity loss associated with sending hardware to a central location for diagnosis and repair.

Meanwhile, field service teams that typically rely on being on-site to support customers must find new ways to diagnose and resolve issues without direct human contact. Live Lens not only enables in-the-field support teams to help customers from afar when direct contact is not possible, but it eliminates extraneous truck rolls in any instance where a problem can be solved remotely by virtually seeing the issue. This video support also allows less-experienced field service technicians to leverage the expertise of senior support teams or product experts for consultation from the field.