LogMeIn Unlocks Untapped Potential of Co-Browsing with Rescue Live Guide
12 Maio 2020 - 10:00AM
Today at CXNext, LogMeIn (Nasdaq: LOGM) announced the launch
of Rescue Live Guide, which provides instant and secure co-browsing
capabilities that enable customer service agents to resolve issues
faster via guided, personalized support. Rescue Live Guide is the
latest offer in a series of solution advancements made to LogMeIn’s
industry leading Support Solutions portfolio which is designed to
eliminate friction across digital experiences for both agents and
end users to deliver increased satisfaction. Live Guide expands
these capabilities to enable businesses to tap into the unlocked
potential of visual engagement and up-level their customer support
by turning frustrating experiences into positive outcomes.
Customer-facing teams are constantly balancing the need to
help customers through an issue as quickly as
possible while at the same time educating them
on how they can be empowered to self-serve in the future.
Unfortunately, the tools available to agents often force them to
sacrifice one over the other. While still a largely
underutilized technology for customer service, supporting only 0.1%
interactions, co-browsing enables support agents to achieve both
goals, efficiently servicing customer requests and teaching
customers how to navigate self-service the next time they have an
issue.
Despite these benefits, the barriers that come with traditional
co-browsing solutions, such as delayed deployments due to lack of
web resources, security vulnerabilities and lack of flexibility,
have made it challenging for businesses to use the technology to
its full potential. With Rescue Live Guide, LogMeIn is removing
these obstacles.
“An ethos for us at LogMeIn is helping brands redefine how they
engage with their customers – and a critical part of that is visual
engagement. While traditional tools like phone and email are still
effective CX methods, investing in less conventional approaches
like co-browsing can help brands elevate their service and support
to meet customer expectations,” said Anand Rajaram, Head of
Product, Support Solutions at LogMeIn. “While some inherent
challenges of co-browse technology have hindered companies from
using it more extensively, we believe we’ve cracked the code with
Rescue Live Guide to make co-browsing much more frictionless,
secure and seamless to use. The solution allows businesses to
deliver personalized, shoulder-to-shoulder support so they can
resolve customer issues faster and with the white-glove service
that can help set them apart from other brands.”
Rescue Live Guide provides a lightweight, zero download design
for both chat and phone-based agents and customers that makes
co-browsing a satisfying experience, not a frustrating one. By
seeing what the customer sees, agents can get to the crux of the
problem immediately, lowering handle times and resolving issues
faster. Additionally, agents can drive adoption of self-service
applications by guiding the customer through a web experience,
which empowers the customer to resolve issues on their own and
ultimately reduces support calls down the line. These benefits
combined can lead to an increase in positive customer ratings of
agent interactions and decreased customer churn. Key features of
Live Guide include:
- Instant Deployment. Unlike other co-browsing
solutions, Live Guide can be deployed code-free so business can
quickly evaluate and build a business case for a more integrated
experience on their website. The code-free deployment option allows
chat and phone-based agents to start co-browsing instantly,
anywhere, without making website changes. Alternatively, businesses
can take a code-based approach to offer the most integrated website
experience possible.
- Worry-free Security. Live Guide is uniquely
architected for the most secure co-browsing experience possible. It
connects to an isolated browser in the cloud, never to the end
user’s device. Its built-in privacy functionality prevents agents
from viewing sensitive customer data (like a credit card number) or
taking certain actions on behalf of the customer (like buy now).
And because it’s built by LogMeIn, a trusted provider of support
solutions, businesses can count on TLS 1.2 transport security with
AES-256-bit encryption.
- Unparalleled Flexibility. Now, agents can
follow the customer journey wherever it takes them. They can
provide guided assistance on any device, mainstream browser, or
website – whether owned or third-party.
“We serve as a strategic partner to large corporations and
institutions to assist with successful customer interactions and
optimized business processes. Our partners are looking for a
reputable co-browsing solution that can seamlessly address
complicated customer queries,” said Sarah Adams, Senior Account
Manager at Teleperformance UK and South Africa, a global leader in
customer experience management. “LogMeIn’s Live Guide solution is
enabling our partners to offer co-browsing support to
better serve their customers and resolve issues more efficiently.
The solution was easy to set up and didn’t require deployment
support, which was a nice value-add. Additionally, the advanced
security features meant we could have peace of mind that any
sensitive information or data would be protected. Overall, we’ve
been very impressed with how seamless the whole process has
been.”
Rescue Live Guide is available as a standalone offer as part of
LogMeIn’s customer engagement and support portfolio. For more
information visit,
https://www.logmeinrescue.com/solutions/cobrowsing-software/live-guide-product-features.
Tune into CXNext today at 1pm EST for the “Resolutions Made
Remarkable: Rethinking CX with Visual Engagement” session to learn
more about how companies are using new visual engagement solutions
like Live Guide to create effortless experiences across digital and
physical spaces. Register here:
https://www.cxnext.com/register.
Additional Resources:
- Rescue Live Guide Datasheet
- Rescue Live Guide Video
- Rescue Live Guide Launch Blog
About LogMeIn’s Customer Engagement & Support
Portfolio LogMeIn delivers industry leading solutions
designed to empower companies to deliver smarter, more personalized
customer engagement and support. Supporting over 1 billion customer
interactions every year, LogMeIn is helping companies
transform how they interact with their customers in real-time,
creating experiences that drive increased satisfaction and brand
loyalty.
About LogMeIn, Inc. LogMeIn, Inc. (Nasdaq:
LOGM) simplifies how people connect with each other and the world
around them to drive meaningful interactions, deepen relationships,
and create better outcomes for individuals and businesses. One of
the world’s top 10 public SaaS companies, and a market leader
in unified communications & collaboration, identity &
access management, and customer engagement & support
solutions, LogMeIn has millions of customers spanning
virtually every country across the globe. LogMeIn is
headquartered in Boston with additional locations in North America,
South America, Europe, Asia and Australia.
Martha de Labbeypress@logmein.com
LogMeIn (NASDAQ:LOGM)
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