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Internode Picks LogMeIn Rescue to Enhance Customers' Support Experience

By Anshu Shrivastava
TMCnet Contributor

Australia based Internet service provider Internode has selected LogMeIn (News - Alert) Rescue to enhance its customers' support experience.

Ryan Kris, contact centre manager at Internode, said that customer support is central to their overall customer experience, and the company is always looking at ways to ensure that it can be more efficient in providing fast and effective service.

With LogMeIn Rescue, the company’s technical support staff can quickly diagnose and resolve customer issues -- from configuring emails, establishing wireless networks and general Internet set up hassles, Kris said.

A Web-based, SaaS (News - Alert) offering, LogMeIn Rescue is LogMeIn’s flagship remote support solution. It allows Internode to offer its customers remote technical support for its broadband and DSL services.Thank to LogMeIn Rescue, helpdesks and support staffs have the ability to remotely troubleshoot computers -- Windows PCs, Macs -- and also tablets -- iPad, Android -- and smartphones -- Android, iPhone, Symbian (News - Alert), Blackberry, and Windows Mobile.

Moreover, the solution combines remote control with chat and diagnostics capabilities, enables a support technician to investigate and fix common device issues anywhere with a Web or mobile connection.

Lee Weiner, vice president of support products at LogMeIn, said that Internode’s adoption of Rescue highlights their desire to offer customers a higher standard of technical support.

“It’s a very progressive approach to the helpdesk and customer service, and we look forward to working closely with Internode on continuing to improve the customer experience,” Weiner said. LogMeIn provides cloud-based remote access, support and collaboration solutions to securely connect millions of internet-enabled devices across the globe.

Earlier this year in May, LogMeIn added new iPad and iPhone (News - Alert) capabilities to simplify collaboration with mobile colleagues and customers.