SaaS and cloud-based remote connectivity services provider, LogMeIn Inc., has introduced Rescue Lens, a new video-aided support capability that uses a live camera feed from a customer’s mobile device to allow customer service agents to literally see and remotely assist with product issues that are reported by customers, employees, or field technicians. Customer service staff can remotely guide these users through product setup, troubleshooting, problem resolution, and more for virtually any connected or yet-to-be-connected product.
Rescue Lens is part of LogMeIn Rescue professional remote support solution. The new Lens capabilities will expand both the types of support use cases and the variety of devices and/or “things” that can be remotely supported via Rescue.
The combination of Rescue and Rescue Lens will introduce the ability to:
- Offer video support using Apple iOS and Android devices – Customers can use their own iPhone, iPad, or Android device and a free downloadable iOS and Android app for video assistance.
- Clearly see what they see – Give customer service agents a high quality video view – 30 frames per second – of potential customer issues to remove guessing and shorten resolution time.
- Show customers the solution via smart whiteboarding – Illustrate key aspects of product setup, configuration, or potential resolution through on-screen white boarding and annotations that remain visible and in place even when the camera is moved.
- Integrate video support into customer service workflow – Automatically log support session details, record video sessions tied to the case, and provide an easy escalation path from text or chat-based sessions. LogMeIn Rescue also provides out-of-the-box integrations with ticketing systems, such as Salesforce, Zendesk, ServiceNow, Freshdesk, etc.
With general availability expected in April, the new Rescue Lens offering will come standard with any LogMeIn Rescue license and will be available in an update for all existing Rescue customers. LogMeIn Rescue pricing starts at $1,299 (USD) per user per year.