Wednesday, 27 February 2013 14:25

LogMeIn Rescue Click2Fix empowers level 1 support staff

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An extension to LogMeIn Rescue makes it easier for frontline support staff to diagnose and fix common Android and iOS device issues. LogMeIn Rescue Click2Fix carries out remote checks and allows reps to suggest fixes or deliver them to the handset.

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.

"LogMeIn Rescue is often the tool of choice for technical support teams at many of the world's biggest mobile operators and OEMs, and has become a valued solution for boosting key customer satisfaction metrics, like NPS," said LogMeIn's president of customer care products Kevin Bardos.

"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."


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Stephen Withers

Stephen Withers is one of Australia¹s most experienced IT journalists, having begun his career in the days of 8-bit 'microcomputers'. He covers the gamut from gadgets to enterprise systems. In previous lives he has been an academic, a systems programmer, an IT support manager, and an online services manager. Stephen holds an honours degree in Management Sciences and a PhD in Industrial and Business Studies.

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