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LogMeIn Puts the Focus on the Customer with New Rescue Lens Video Support Offering

BOSTON, June 20, 2016 (GLOBE NEWSWIRE) -- LogMeIn, Inc. (NASDAQ:LOGM) today introduced Rescue Lens, a new interactive mobile video support offering based on the revolutionary namesake feature in LogMeIn’s professional remote support product, LogMeIn Rescue. Rescue Lens gives businesses a way to let their customers use virtually any mobile smartphone camera to visually walk customer service or claims agents through an issue via live HD streaming video, eliminating the need to rely on the untrained eye or second hand descriptions. As a result, it opens up an invaluable new customer service and support channel – one designed to significantly boost the overall customer experience while helping to speeding resolutions and reducing or even eliminating the need for costly onsite service.

The introduction of this new standalone version of Rescue Lens comes after a successful one-year pilot of the capability within LogMeIn Rescue, which is used by tens of thousands of professional help desks and dozens of the world’s biggest and most demanding customer care organizations serving millions of customers across the globe. Rescue Lens will join Rescue and BoldChat, as part of LogMeIn’s customer engagement and support portfolio – a business expected to contribute approximately 30 percent of LogMeIn’s total 2016 revenue, which is currently guided to be between $330 million to $332 million. While the Lens video support capability will continue to be available as a feature in Rescue, the new standalone offering is designed for use in industries and use cases far beyond Rescue’s computer and mobile remote support heritage.

“Over the past year we’ve seen great interest in Rescue Lens, both from new and established customers, with literally thousands of companies piloting it in live customer service environments. The early results are promising with interest in industries like manufacturing, field services and insurance, where guided video support has the potential to provide substantial ROI by helping to significantly reduce the time, costs and customer fatigue associated with arduous claims and repairs processes,” said Dave Campbell, Vice President of Product Marketing, Customer Engagement and Support, LogMeIn. “With the new Rescue Lens standalone offering, we believe we have an opportunity to give both LogMeIn and our customers a distinct first mover advantage while introducing new ways to deliver amazing support and engagement experiences.”

Among the thousands of companies piloting Rescue Lens, several played an active role in informing the development and design of the new standalone offering, including Zero Motorcycles, the California-based manufacturer of electric vehicles.

“The total customer experience is huge part of our brand, but the challenge is scaling rare product expertise across a broader network of distribution and service partners” said Chris Langlois, Global Technical Training Manager, Zero Motorcycles, an early adopter of the Rescue Lens feature. “Lens gives us a way for our in-house experts to get their eyes on problems at virtually any one of our partners without having to send specialists to assist with diagnostics and repairs. Obviously that helps with cost savings, but more importantly, it allows us to bring our experience to virtually anywhere in the world.”

Rescue Lens Capabilities
The new standalone Rescue Lens brings all the benefits of LogMeIn’s mobile video support innovation and customer care experience into a simple, lightweight and focused solution. These include the ability to:

  • See what the customer sees: Customers can use their own iPhone, iPad or Android smartphone or tablet camera to visually walk customer service or claims agents through an issue via live HD video stream eliminating the need to rely on the untrained eye or second hand descriptions.
  • Guide customers to resolution via Smart Whiteboard Technology: Allows agents to annotate on the customer’s smartphone screen, on virtually any device. This annotation stays in place, even if the device is moving.
  • Capture images and video of issues: Provides the ability to launch, record and save Lens sessions in context with customer and/or claims history
  • Embed into existing apps: A new mobile SDK makes it quick and easy to embed Lens as a feature into any existing or new mobile app
  • Bring Lens into existing customer service workflow: Open and flexible, Lens integrates with key ticketing, helpdesk and CRM solutions (e.g. Zendesk, Salesforce, etc.), as well as other LogMeIn solutions

Availability of LogMeIn Rescue and Rescue Lens
The Rescue Lens capability is immediately available as a complementary capability in LogMeIn Rescue. The standalone Rescue Lens offering is expected to be generally available in late June.

Additional Resources:

About LogMeIn, Inc.
LogMeIn, Inc. (NASDAQ:LOGM) simplifies how people connect to each other and the world around them. With millions of users worldwide, our cloud-based solutions make it possible for people and companies to connect and engage with their workplace, colleagues, customers and products anywhere, anytime. LogMeIn is headquartered in Boston with offices in Bangalore, Budapest, Dublin, London, San Francisco and Sydney.

LogMeIn, LogMeIn Rescue, and BoldChat are registered trademarks and Rescue Lens is a trademark of LogMeIn in the U.S. and other countries.


Media contact: Alison Parker press@logmein.com +1-781-850-1261

Source:LogMeIn, Inc.