BARCELONA, Spain and WOBURN, Mass., Feb. 26, 2013 (GLOBE NEWSWIRE) -- MOBILE WORLD CONGRESS -- LogMeIn, Inc. (Nasdaq:LOGM) is previewing a new mobile customer service extension of LogMeIn Rescue, the company's flagship mobile remote support and customer care offering, at Mobile World Congress 2013. Designed in partnership with some of the world's largest mobile operators and OEMs, the Rescue Click2Fix™ offering empowers frontline customer service representatives to diagnose and resolve common Android and iOS device issues without the need to escalate to technical support staff, or worse, ask the mobile subscriber to return a device. Rescue Click2Fix combines an easy-to-use interface, simple alerts, quick fixes that can be executed with a few clicks of a mouse, and proactive guidance for the most common device issues – such as performance, battery, and network issues – to provide the sophisticated mobile support capabilities used by technical support teams, in a much simpler package. As a result, operators and OEMs can boost mobile customer satisfaction, while reducing use of costly support channels and processes.
Rescue Click2Fix is designed for use on the first point of contact with a customer service team. Once a mobile subscriber reports an issue, a customer service representative can, with the mobile subscriber's permission, remotely connect to the subscriber's smartphone or tablet, and receive helpful diagnostics alerts from the device. This includes quick checks on the device's firmware to ensure the operating system is up-to-date, the presence of potentially harmful apps or malware, and battery checks to determine whether it is running hot or running low.
Based on these alerts, the customer service representative is offered guidance – tips – that can be used to verbally help the subscriber, as well as a variety of quick fix options, like pushing settings to optimize battery life, toggling radio options on or off for WiFi, Bluetooth and GPS, and addressing common networking issues related to WiFi or Access Point Name (APN) settings.
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