Remote support tool LogMeIn Rescue is used by phone manufacturers (eg, HTC), carriers (eg, Telstra) and ISPs (eg, Internode) to allow support staff to remotely control customers' smartphones and computers when problems occur.
But providing what is effectively full access to a customer's device means such tools are normally the preserve of level 2 support staff rather than those who initially take the call.
So LogMeIn has added a module that provides an easy to use interface with guidance and fixes for the most common problems with iOS and Android devices. LogMeIn Rescue Click2Fix lets frontline support staff receive diagnostic reports fix common issues such as incorrect battery or network settings.
"This new customer service toolkit has been designed to bring these same capabilities and benefits to virtually any customer service representative – delivering level 2 support at the first point of contact."