LogMeIn Rescue

Feedback Collection

The Feedback Collection feature provides a structured way to gather insights from customers after their support interactions. By automatically prompting users to share their experiences, this tool helps organizations identify strengths and areas for improvement in their service delivery. This addresses the challenge of understanding customer satisfaction levels and enables businesses to make informed decisions based on real user feedback.

File Transfer

With the File Transfer feature, users can easily send and receive files during a support session. This capability is essential for troubleshooting as it allows agents to access logs, screenshots, or software updates directly from the user’s device. It resolves the issue of cumbersome email exchanges or third-party file-sharing services, streamlining the process and ensuring that both parties have access to necessary documentation swiftly.

Live Chat

The Live Chat feature enables real-time communication between support agents and customers. This functionality allows agents to engage with users directly, providing immediate assistance and troubleshooting. By facilitating instant dialogue, Live Chat helps reduce response times and enhances customer satisfaction. It effectively addresses the challenge of delayed communication, ensuring that users receive timely support for their issues without the need for long phone waits or email exchanges.

Remote Control

Remote Control grants support agents the ability to take over a user’s device to resolve issues directly. This hands-on approach allows agents to perform tasks as if they were sitting in front of the user's computer, enabling quick fixes for complex problems. It addresses the challenge of resolving technical issues that require more than just verbal instructions, ultimately leading to faster resolutions and improved user experiences.

Screen Sharing

Screen Sharing allows support agents to view the user's screen in real-time, enabling them to diagnose issues more efficiently. This feature eliminates guesswork by allowing agents to see exactly what the user sees, making it easier to provide step-by-step guidance. It solves the problem of miscommunication during technical support sessions, ensuring that both parties are aligned and reducing resolution times significantly.

Session Recording

The Session Recording feature captures all interactions during a support session, providing valuable data for training and quality assurance purposes. By reviewing recorded sessions, organizations can identify best practices among agents and pinpoint areas needing improvement. This feature solves the challenge of maintaining high service standards while providing a resource for continuous learning within support teams.

Session Transfer

Session Transfer allows support agents to seamlessly hand off an ongoing support session to another agent or team when necessary. This feature is crucial in cases where specialized knowledge is required or when an agent becomes unavailable. By enabling smooth transitions, it addresses the problem of service disruption during escalations, ensuring that users receive uninterrupted assistance tailored to their needs.