Australian telco Telstra has selected LogMeIn Rescue to provide remote support to its broadband and mobile customers, rolling out Rescue to its helpdesks and support centers to help staff quickly diagnose and resolve problems with customer devices.
The move is part of larger effort by Telstra to enhance the overall customer experience in an era of multi-device, mobile consumers.
LogMeIn Rescue, the company’s flagship support product, provides on-demand or “attended” remote control and support of PCs and Macs, as well as BlackBerry, Symbian, Windows Mobile, iPhone, and most recently, iPad devices.
“This new innovation is a big part of offering great customer service and ensures that when problems arise, the support process is a simple, no fuss experience for our customers. The faster we can diagnose and solve a problem, the better,” said Telstra ’s Service Delivery Industry Partner Manager, Riki Solomon.
“Whether it is help setting up a BigPond email account, navigating through our site, diagnosing a problem on a customer’s smartphone or simply tweaking an Internet connection setting, LogMeIn Rescue means that our customers receive responsive technical support regardless of their physical location,” he said.
LogMeIn Rescue was initially implemented in Telstra as part of a pilot within its Internet broadband and mobile assurance groups. As testing progressed, LogMeIn Rescue’s ability to support mobile devices, in addition to PC and Mac systems, proved a key differentiator for Telstra and a valuable tool for enhancing customer service. The product is now being rolled out to the remaining technicians in its broadband and mobile support teams.
The new solution will help to reduce the average time it takes to resolve support issues and increase first-call resolutions as support staff are able to more quickly and directly trouble shoot problems and manage enquires.
LogMeIn Rescue is used by internal and external IT organizations, major service providers, ISVs, and five of the world’s top ten mobile carriers to provide support to their remote users and customers.
“Telstra’s unified approach to customer support and service – standardising support tools for both computers and internet-enabled mobile devices – speaks to their vision for the market and their understanding of rapidly evolving consumer demands,” said Matt Fleming, Director of Marketing at LogMeIn. “Providing simple, fast multi-device support is something that can be critical to both customer service and competitive differentiation”