Internode Selects LogMeIn Rescue for Remote Customer Support

(Ping! Zine Web Hosting Magazine) – LogMeIn, Inc. (Nasdaq:LOGM) a leading provider of cloud-based connectivity solutions, today announced that Australian Internet Service Provider, Internode, has selected LogMeIn Rescue. The rollout of LogMeIn Rescue, LogMeIn’s flagship remote support solution, allows Internode to offer its customers high-quality, remote technical support for its broadband and DSL services.

According to Ryan Kris, Contact Centre Manager at Internode, the Australian ISP chose LogMeIn Rescue as part of the company’s focus on enhancing its customers’ support experience.

“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,” said Kris.

LogMeIn Rescue gives helpdesks and support staff the ability to remotely troubleshoot computers (Windows PCs, Macs), as well as tablets (iPad, Android) and smartphones (Android, iPhone, Symbian, Blackberry, and Windows Mobile). A web-based, SaaS offering, it combines remote control with chat and diagnostics capabilities, enabling a support technician to investigate and fix common device issues anywhere with a web or mobile connection, as if the device were in their hands. Rescue is used by tens of thousands of organizations to support employee and customer devices, including four of the five top US mobile carriers and dozens of the world’s leading telecom operators.

The rollout of Rescue comes after a pilot of the service, during which roughly 50 Internode customer service representatives used the service across hundreds of sessions to resolve its customers’ technical issues.

Following the pilot, Internode reported that 84 percent of customers rated the support experience using LogMeIn Rescue better than their previous support sessions without remote control. Additionally, Internode reported that 95 percent of their customers reported that they were satisfied that their issue was resolved by the end of the service call.

Through using LogMeIn Rescue, Internode expects to lower its average call times and ensure that technical issues are fixed during a customer’s initial call.

“Internode’s adoption of Rescue highlights their desire to offer customers a higher standard of technical support. It’s a very progressive approach to the helpdesk and customer service, and we look forward to working closely with Internode on continuing to improve the customer experience,” said Lee Weiner, Vice President of Support Products at LogMeIn.

About LogMeIn, Inc.

LogMeIn (Nasdaq:LOGM) provides cloud-based remote access, support and collaboration solutions to quickly, simply and securely connect millions of internet-enabled devices across the globe — computers, smartphones, iPad(TM) and Android(TM) tablets, and digital displays. Designed for consumers, mobile professionals and IT organizations, LogMeIn’s solutions empower nearly 13 million users to connect more than 100 million devices. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, Japan, the Netherlands, and the UK.

 

 

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