Internode Selects LogMeIn Rescue For Remote Customer Support
According to Ryan Kris Contact Centre Manager, Internode chose LogMeIn Rescue as part of the company’s focus on enhancing its customer’s 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 organisations to support employee and customer devices, including four of the five top US mobile carriers and more than a dozen of the world’s leading mobile 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, 84 per cent of customers rated the support experience using LogMeIn Rescue better than their previous support sessions without the remote control. Additionally, 95 per cent of Internode’s 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 helpdesk and customer service, and we look forward to working closely with Internode on continuing to improve the customer experience,” said Andy Farquharson, Regional Director of LogMeIn Asia Pacific.
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, iPads™, Android tablets, and digital displays. Designed for consumers, mobile professionals and IT organisations, LogMeIn's solutions empower nearly 13 million active 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.
+61 2 9904 4177 or +61 422 472 883
+61 2 9904 4177