LogMeIn Virtualizes Face-to-Face Tech Support with Rescue Live Lens

LogMeIn today introduced Rescue Live Lens to give tech support teams video-based support with an interactive solution that uses mobile device cameras to see, diagnose, and resolve equipment issues remotely.

"Live Lens gives IT support and field service teams a secret weapon to answer new and uncharted requests, from setting up remote workstations to troubleshooting a Wi-Fi router, cable modem, or even diagnosing and resolving an issue with an at-home HVAC system," said Anand Rajaram, head of product for support solutions at LogMeIn, in a statement. "Live Lens is built to feel as if support staff are right there next to the employee or customer, seeing everything they see and helping them along the way."

Rescue Live Lens is entirely browser-based and does not require the agent or end user to download and install an app. Rather, the support staff generates a link and sends it to the user to start a session. Customers simply use their iPhone, Android, or Windows phone cameras to show the issue to support staff in real time. Agents can draw or place annotations on the paused video to help explain the solution. This includes numbering of annotations to create step-by-step directions.

Transferring an active session to another agent does not require the customer to start over.

Staff can save the camera sharing session for quality assurance or audit purposes, see aggregated historical data to analyze usage and metrics, take notes during a session for later reference, and capture still images for record keeping.

Rescue Live Lens is now available as a standalone offer as part of LogMeIn's customer engagement and support portfolio.