HTC Devices to Be Pre-Installed With LogMeIn Rescue for Better Device Support
HTC and LogMeIn have partnered up to offer the latter’s Rescue service on all HTC phones (carrier approval pending) moving forward. The software will be of convenience to both you and HTC. LogMein Rescue allows customer care and support representatives to remotely control your phone to help troubleshoot any issues you may be having.
It’s a customer care rep’s dream. I can tell you first hand that it can sometimes be extremely frustrating to walk a customer through an interface or a procedure without being able to visually show them what to do. With LogMeIn Rescue, all of that is out of the window. It saves time and headache for both the rep and the customer.
Worried about privacy? Don’t be – no rep can remotely control your phone unless you grant them permission. More than just being able to view the and control the user’s phone, reps will be able to run diagnostics test and send device and network configuration settings for those issues which require more than just a few taps and a reboot. Expect to see this on HTC One devices whenever they launch. Read on for full press details.
LogMeIn to Provide Android Mobile Support for HTC
LogMeIn Named Preferred Provider of Mobile Remote Support Software for HTC’s Android Devices
WOBURN, Mass., March 19, 2012 (GLOBE NEWSWIRE) –LogMeIn, Inc. (Nasdaq:LOGM) has entered into an agreement as HTC’s preferred mobile remote support software provider. HTC will employ LogMeIn Rescue—LogMeIn’s flagship remote support and customer care offering—across its worldwide call centers, delivering state-of-the-art remote support to HTC customers.
Future HTC devices that run on the growing Android OS will feature LogMeIn Rescue, giving HTC customer care and support staff the ability to remotely configure, diagnose and troubleshoot a technical issue wherever the customer has a data connection. The LogMeIn capability will offer HTC customers with advanced over-the-air mobile support at a moment’s notice, virtually anywhere in the world.
“HTC is committed to providing the best and most personal customer experience in the mobile industry, from designing great products to delivering superior after-sales service and support,” said Simon Harper, VP of global customer experience at HTC. ”We believe LogMeIn’s technology, team and vision are a great match for HTC and for our customers and will allow us to continue to create great experiences for our customers.”
HTC will pre-deploy a user-enabled LogMeIn Rescue applet on future HTC Android devices, with the mobile operator’s consent. The pre-deployed applet gives customers the ability to securely connect their devices to HTC customer care representatives during active support calls. Once connected, HTC technicians can run remote diagnostics, push common device and network configuration settings, and remotely control the customer’s device to resolve issues.
“We believe that a focus on the overall customer experience helps to define the most respected brands in mobile,” said Lee Weiner, LogMeIn’s VP of Customer Care products. “For market leaders like HTC, customer care initiatives can provide key opportunities for differentiation in an increasingly crowded marketplace. By working hand-in-hand with one of the world’s most respected manufacturers, we believe we have a great opportunity to create a new standard for mobile customer care.”
LogMeIn Rescue gives helpdesks and support staff the ability to remotely configure, diagnose and troubleshoot tablets (iOS, Android), smartphones (Android, iPhone, Symbian, BlackBerry) as well as PCs and Macs. A web-based offering, Rescue combines remote control with device configuration, live chat and diagnostics capabilities, enabling customer service teams to fix common issues on any device with a web or mobile connection, as if the device were in their hands.
About LogMeIn, Inc.
LogMeIn (Nasdaq:LOGM) provides essential cloud-based services to individuals, businesses, and IT organizations for remote access, collaboration, customer care, and remote IT management. These services are used by more than 15 million people to quickly, simply and securely connect over 150 million internet-enabled devices across the globe — computers, smartphones, iPad™ and Android™ tablets, and digital displays. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, India, Japan, the Netherlands, and the UK.