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CUSTOMER CARE: LogMeIn to provide Mobile Remote Support for HTC Android Customers
Posted by Arne Hess - on Tuesday, 20.03.12 - 15:09:34 CET under 04 - Android News - Viewed 5923x
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That's an interesting scenario. While today's smartphones are supposed to be everything but geeky, I can not count the hours I've tried to help and configure friends and family's smartphones. Looks like LogMeIn and HTC have also figured out that there's an issue which needs to be solved and, as LogMeIn announced yesterday, both companies have entered into an agreement to use LogMeIn 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.

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.

Cheers ~ Arne


 

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