Sponsor: Logmein

Remote Buyers Guide

More and more organizations are looking to implement an intuitive remote support solution that gives support professionals on-demand productivity and provides quick resolutions to the ever-evolving set of pains that bedevil support teams today. But choosing the best remote support solution can be a challenge, especially as user expectations grow and systems become more complex and offer more options and features.

This buyer’s guide can help you select the remote support tool that will work best for your organization. With more than 15 years of experience, LogMeIn delivers remote support solutions with key features and functionalities that make us the market leader in the remote support space.

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Mobile Support: Are your employees getting what they need?

When it comes to supporting mobile devices in the workplace, it all comes down to one thing: employees. Employees are using their own personal devices (or similar corporate devices) at work much more frequently, and they expect the same level of mobile support in the corporate world as they receive in the consumer one. Deliver anything less and companies risk taking a hit on employee productivity and job satisfaction.

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Remote Buyers Guide

More and more organizations are looking to implement an intuitive remote support solution that gives support professionals on-demand productivity and provides quick resolutions to the ever-evolving set of pains that bedevil support teams today. But choosing the best remote support solution can be a challenge, especially as user expectations grow and systems become more complex and offer more options and features.

This buyer’s guide can help you select the remote support tool that will work best for your organization. With more than 15 years of experience, LogMeIn delivers remote support solutions with key features and functionalities that make us the market leader in the remote support space.

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eBook: Rescue Resolve Evolve

Millions of workers are walking around with their office, computer, filing cabinet, phone, email, working documents, and more right in the palm of their hands.

Many no longer even have a physical office to go to. They’re on the road, work remotely, and connect virtually with employers, clients, and partners who may be in a different city or country altogether.

What enabled this new work reality? Technology. For ever-growing numbers of people, whether they’re IT professionals, marketers, operations folks, salespeople, or others, tech is elemental.

And when a tech problem crops up, work comes to a stop. It’s a point of friction every worker, IT department, and enterprise has experienced—and one that nobody needs. So how does IT resolve issues quickly while evolving the business’s capacity to succeed?

This insightful guide walks you through the five foundational elements of frictionless support.

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IDC Exec Summary-Support as a Competitive Differentiator

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

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Evolving Customer Expectations Drive Adoption Of Visual Engagement Tools

In today’s digital world, consumers conduct much of their personal lives through taps, clicks, and finger swipes. But they do not find that same freedom and ease in the agent-assisted experiences they have when doing business with brands. Instead, consumers struggle through a series of disconnected experiences and painfully long calls that leave them frustrated and less trusting of brands.

The current tools organizations are using today for visual engagement just don't cut it. Purpose-built visual engagement technology, like co-browsing and camera sharing, is expected to help remove these pain points.

Rescue by LogMeIn commissioned Forrester Consulting to survey CX professionals to dig into the issue. The bottom line: Adopting the right visual engagement technology is critical for brands focused on increasing customer trust and decreasing customer effort as their top CX goals. Learn more about what they found.

Download the full Forrester survey.

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eBook: Rescue Resolve Evolve

Millions of workers are walking around with their office, computer, filing cabinet, phone, email, working documents, and more right in the palm of their hands.

Many no longer even have a physical office to go to. They’re on the road, work remotely, and connect virtually with employers, clients, and partners who may be in a different city or country altogether.

What enabled this new work reality? Technology. For ever-growing numbers of people, whether they’re IT professionals, marketers, operations folks, salespeople, or others, tech is elemental.

And when a tech problem crops up, work comes to a stop. It’s a point of friction every worker, IT department, and enterprise has experienced—and one that nobody needs. So how does IT resolve issues quickly while evolving the business’s capacity to succeed?

This insightful guide walks you through the five foundational elements of frictionless support.

View Now

IDC Exec Summary-Support as a Competitive Differentiator

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

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Importance of Remote Support in a Shift Left World

More and more organizations are using a Shift-Left approach to support, bringing more complex work down to Level 1 and moving more repetitive work to self-service. This approach makes sense from multiple perspectives, including:

  • Controlling costs
  • Minimizing lost time
  • Improving the customer experience
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IDC Executive Summary: Support Services as a Competitive Differentiator

To better understand how existing support technologies are meeting the needs of users, IDC surveyed 450 people about their support experiences and preferences at work and on their personal devices. IDC also surveyed 950 support providers for information about their support programs and the technology they use to deliver support.

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The Importance of Remote Support IN A SHIFT-LEFT WORLD

More and more organizations are using a Shift-Left approach to support, bringing more complex work down to Level 1 and moving more repetitive work to self-service. This approach makes sense from multiple perspectives, including:

  • Controlling costs
  • Minimizing lost time
  • Improving the customer experience
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Point of View: Supporting Distance Learners and Educators

Recent years have brought a huge shift in the workplace around mobility. Smartphones and tablets are now essential work tools for employees in many types of organizations and many lines of work. But where do these employees turn when they need help with an app or setting, especially if they use their personal device for work purposes?

A guided support model meets employee expectations and increases IT effectiveness.

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