Internode picks LogMeIn Rescue for remote support

Stephen Withers
Tuesday, 20 September 2011 14:13

Business IT - Technology

Internode is using LogMeIn Rescue for customer support.

Following Telstra's lead, ISP Internode has adopted the LogMeIn Rescue service to allow its tech support staff to access customers' PCs and smartphones. (Telstra announced it would use LogMeIn Rescue for customer support almost a year ago.)

LogMeIn Rescue is a web-based remote control system that works with Windows, Mac OS X, iOS, Android, Symbian, BlackBerry and Windows Mobile devices.

In a pilot involving around 50 Internode customer service staff, 84% of customers thought LogMeInRescue gave a better overall support experience, and 95% said they were satisfied that the issue had been resolved by the end of the call.

Ryan Kris, manager of Internode's contact centre, said "Customer support is central to our overall customer experience, and we are always looking at ways that we can be more efficient in providing fast and effective service. LogMeIn Rescue allows our technical support staff to quickly diagnose and resolve customer issues from configuring emails, establishing wireless networks and general internet set up hassles."

Internode expects the use of LogMeIn Rescue will reduce average call times and ensure first-call resolution for technical issues.