LogMeIn, Inc. has announced a new software that enables customer care representatives at wireless carriers, IT support organizations and corporate IT departments to quickly and securely access and remote control smartphones to diagnose and fix problems – or even train end users.
LogMeIn Rescue Mobile, the newest software-as-a-service (SaaS) in LogMeIn's growing family of IT support services, is the first web-based service that enables technicians to remotely access and take control of a smartphone – and optionally the connected PC - simultaneously. Technicians have a replica of the smartphone on their computer screen and can push buttons, manipulate the screen and control the device as if it were in their own hands.
"The ability to instantly and securely access a smartphone benefits both sellers and users of these devices," said Michael Simon, CEO of LogMeIn. "For carriers and support organizations, this will significantly reduce the time and cost associated with supporting increasingly complex devices. For users, it reduces the frustration associated with the configuration and support of a handset that they may otherwise give up on and return."
LogMeIn Rescue Mobile is scalable and configurable for thousands of technicians and can queue millions of sessions, according to the company. Technicians can simultaneously support smartphones and computers from a single console.
The support technician directs the device owner to a webpage, where a small applet is downloaded to the mobile device. The end user is provided a connection code that can be given before connecting to the Internet or while speaking on a land line. The technician then connects to the mobile device to gain complete control. At this point, the technician can make fixes, update software, conduct training sessions or configure settings – even view the display and use the keypad, as if the phone were in his hand.