Tuesday, March 20, 2012

LogMeIn partners with HTC for remote Android phone support.

LogMeIn is partnering with HTC to allow the latter to provide customer support remotely. To make this possible, future HTC devices with Android will have LogMeIn Rescue built-in. That app will let HTC Customer Care remotely access, troubleshoot and configure customers phone, provided the latter has a data connection. No remote session can be established without the phone owners consent, thus protecting users privacy. 
According to the press release, future HTC devices will come pre-loaded  with "a user-enabled LogMeIn Rescue applet". So, I expect to see this on the upcoming HTC One series of devices.

Read the full press release after the break.

LogMeIn to Provide Android Mobile Support for HTC

LogMeIn Named Preferred Provider of Mobile Remote Support Software for HTC's Android Devices

WOBURN, Mass., March 19, 2012 (GLOBE NEWSWIRE) -- LogMeIn, Inc. (Nasdaq:LOGM) has entered into an agreement as HTC's preferred mobile remote support software provider. HTC will employ LogMeIn Rescue—LogMeIn's flagship remote support and customer care offering—across its worldwide call centers, delivering state-of-the-art remote support to HTC customers.
Future HTC devices that run on the growing Android OS will feature LogMeIn Rescue, giving HTC customer care and support staff the ability to remotely configure, diagnose and troubleshoot a technical issue wherever the customer has a data connection. The LogMeIn capability will offer HTC customers with advanced over-the-air mobile support at a moment's notice, virtually anywhere in the world.
"HTC is committed to providing the best and most personal customer experience in the mobile industry, from designing great products to delivering superior after-sales service and support," said Simon Harper, VP of global customer experience at HTC. "We believe LogMeIn's technology, team and vision are a great match for HTC and for our customers and will allow us to continue to create great experiences for our customers."
HTC will pre-deploy a user-enabled LogMeIn Rescue applet on future HTC Android devices, with the mobile operator's consent. The pre-deployed applet gives customers the ability to securely connect their devices to HTC customer care representatives during active support calls. Once connected, HTC technicians can run remote diagnostics, push common device and network configuration settings, and remotely control the customer's device to resolve issues.
"We believe that a focus on the overall customer experience helps to define the most respected brands in mobile," said Lee Weiner, LogMeIn's VP of Customer Care products. "For market leaders like HTC, customer care initiatives can provide key opportunities for differentiation in an increasingly crowded marketplace. By working hand-in-hand with one of the world's most respected manufacturers, we believe we have a great opportunity to create a new standard for mobile customer care." 
LogMeIn Rescue gives helpdesks and support staff the ability to remotely configure, diagnose and troubleshoot tablets (iOS, Android), smartphones (Android, iPhone, Symbian, BlackBerry) as well as PCs and Macs.  A web-based offering, Rescue combines remote control with device configuration, live chat and diagnostics capabilities, enabling customer service teams to fix common issues on any device with a web or mobile connection, as if the device were in their hands. 
LogMeIn (Nasdaq:LOGM) provides essential cloud-based services to individuals, businesses, and IT organizations for remote access, collaboration, customer care, and remote IT management. These services are used by more than 15 million people to quickly, simply and securely connect over 150 million internet-enabled devices across the globe — computers, smartphones, iPad™ and Android™ tablets, and digital displays. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, India, Japan, the Netherlands, and the UK. 

Source: LogMeIn

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