The Game-Changer in Remote Support

LogMeIn Rescue is a robust remote support solution that enables IT and Customer Support teams to deliver fast, effective technical support across a multitude of devices and platforms. Whether you're dealing with internal IT issues or providing support to customers, Rescue offers a suite of enhanced features that ensure a superior support experience for both technicians and end users.

Key Areas of Impact

1. Helpdesk Operations
   
   One of the biggest challenges in helpdesk operations is reducing downtime and complexity while increasing efficiency. LogMeIn Rescue addresses these challenges head-on by providing an easy-to-use platform for technicians and end users alike. With Rescue, businesses can reduce average handling time (AHT) and enhance first contact resolution (FCR) rates.
   
   
2. Billing Support
   
   Billing issues can be a significant pain point for both customers and support agents. LogMeIn Rescue’s remote viewing capabilities allow agents to troubleshoot billing problems in real-time. By resolving these issues quickly and efficiently, businesses can improve CSAT and NPS, ultimately boosting customer retention and revenue.
   
   
3. Post-Purchase Support
   
   Efficient post-purchase support is crucial for reducing customer frustration, minimizing product returns, and decreasing technician callouts. LogMeIn Rescue excels in this area by addressing software/hardware issues, product installations, and activations, ensuring a smooth customer experience that positively impacts NPS.
   
   
4. Internet of Things (IoT) Support
   
   The proliferation of IoT devices presents new challenges and opportunities for businesses. LogMeIn Rescue simplifies the setup and support for these devices, enabling quick and seamless resolutions.

Enhanced Support Features in LogMeIn Rescue

Rescue equips support teams with a range of powerful features that allow you to solve any issue seamlessly. The robust feature set reduces time spent on frustrating processes, enhancing the overall support experience. Here’s how:

Multi-Platform Support

Rescue's cross-platform compatibility means that customers receive consistent support regardless of their device or operating system. Whether it’s Windows, macOS, iOS, Android, Chromebooks, Linux or more, Rescue ensures technicians are equipped to handle any technical issue on any device seamlessly.

Customizable Connections

Rescue has 10+ connection methods including embedding a form on a website or customizing an outgoing session email or starting with a chat session. With multiple ways to start a session, Rescue can flex or adopt to meet any needs, ensuring a smooth session from beginning to end.

Scripting and Automation

By automating repetitive tasks through customizable scripting, Rescue reduces resolution times and decreases human error. This allows support agents to focus on more complex troubleshooting, thus improving overall efficiency.

Customizable Branding

Tailoring the customer support experience with customizable branding options enhances customer satisfaction and loyalty. Create a seamless interaction that feels personal and professional by embedding support directly into an application or website.

Agent Collaboration

Real-time collaboration, allowing technicians to work together on complex issues seamlessly. Allow for faster resolution by inviting another agent into a session or transferring a session to the right team to help.

Integrations

Integrations with popular CRM and ticketing systems streamline workflows and SSO integrations enhance data sharing. Improve the support experience by using Rescue alongside other tools being used day-today. Whether it is ServiceNow or an open API, create a single system of record.

In-Session Background Features

Assist end users while they still have a clear view of their desktop or mobile interface, enabling technicians to troubleshoot issues without interrupting the customer’s workflow. The technician can be a support magician while improving efficiency and reducing effort and friction.

Security

With robust security measures in place, including end-to-end encryption and compliance with industry standards, Rescue ensures that customer data remains protected throughout the support process without hindering the support experience.

Camera Share

Real-time assistance allows technicians to see exactly what the end user sees—even on a router, printer, conference hardware, smart device, or refrigerator. From providing detailed instructions for hardware installation to assessing damage for insurance claims, camera share improves communication and understanding, leading to faster resolutions and higher satisfaction levels.

Mobile Apps

Seamless support directly within your mobile app increases CSAT and NPS scores by making the support process more intuitive and accessible.

Elevating Support with LogMeIn Rescue

With its strategic advantage of seamlessly integrating into existing systems and processes, Rescue allows organizations to deliver exceptional support without disrupting workflows. The platform’s advanced customization options empower businesses to tailor their support experience, aligning it perfectly with their brand identity and customer expectations.

By choosing LogMeIn Rescue, organizations position themselves at the forefront of efficient and effective support delivery, bolstering customer satisfaction, loyalty, and advocacy. Rescue enables organizations to stay agile and responsive to evolving needs, continually refining their support strategies for optimal results.

In a world where customer experience is paramount, LogMeIn Rescue proves to be more than just a tool—it’s a catalyst for success. By enhancing the support experience for both technicians and end users, Rescue empowers organizations to establish themselves as leaders in their respective industries, setting new standards for excellence in remote support.

By leveraging LogMeIn Rescue, you're not only enhancing your current support operations but also setting a solid foundation for strategic growth and training. The unmatched features that make Rescue a leader in remote support are the same differentiators that empower helpdesk managers to make informed, strategic decisions. Click here to discover how LogMeIn Rescue's comprehensive tools allow you to monitor performance in real-time, analyze trends, and implement data-driven strategies to optimize your support environment.