LogMeIn will be showing how smartphone manufacturers and mobile services providers can use LogMeIn Rescue+Mobile to provide on-demand, remote customer support for Android-based smartphones and mobile devices at Mobile World Congress (MWC).
LogMeIn Rescue+Mobile is a secure, web-based remote support tool used by IT and service provider organizations worldwide to provide customer care for smartphones, desktops, laptops, and other computing devices. With LogMeIn Rescue+Mobile, support technicians can see and control an end-user's device to quickly configure, diagnose, repair or train the customer how to use their smartphone or computer. LogMeIn Rescue+Mobile works on mobile devices running Windows
Mobile, Symbian, BlackBerry and now Android, as well as Windows-based PCs and Macs.
"The growth in smartphone technology adoption will put a significant strain on support organisations as high-level operating systems accommodate ever more advanced applications," Stephen Drake, programme vice president, Mobility & Telecom, IDC. "Enhanced remote support capabilities should be on the short list for every major carrier offering these devices in order to reduce support cost and improve customer satisfaction."
Service providers that use LogMeIn Rescue+Mobile to support their smartphone customer base have, on average, experienced a more than 35 percent boost in customer satisfaction scores with a 25 percent increase in first-call resolution and reduced average call handle times. In fact, 97 percent of mobile end-users who
experience a LogMeIn Rescue+Mobile session report a preference for remote control based help. As a result, mobile end-users who receive this enhanced support experience are more likely to recommend their service provider to a friend or family member and less likely to switch carriers.
"Results from our service provider customers show that Rescue+Mobile can help turn a frustrated and potentially dissatisfied smartphone user into a delighted one," said Richard Redding, Vice President and General Manager, Mobile for LogMeIn, Inc. "We believe service providers supporting Android-based devices will benefit by offering an enhanced, remote support experience for their high-value customers."
A demonstration of LogMeIn Rescue for Android will be available at the booth #1G31 during Mobile World Congress, February 16-19, 2009 in Barcelona, Spain.