Rescue Live Guide enables better customer experience while maintaining the privacy and security of data in browsing.
LogMeIn launched Rescue Live Guide, a suite of instant and secure co-browsing capabilities. Rescue Live Guide’s co-browsing capabilities enable customer service agents to resolve issues faster via guided, personalized support.
LogMeIn designed the solution to eliminate friction across digital experiences for both agents and end-users to deliver increased satisfaction. It enables businesses to unlock the potential of visual engagement and enhance their customer support by turning frustrating experiences into positive outcomes.
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Rescue Live Guide empowers customer-facing teams to help the customer in resolving an issue and, at the same time, educating them on how they can be empowered to self-serve in the future.
“An ethos for us at LogMeIn is helping brands redefine how they engage with their customers – and a critical part of that is visual engagement. While traditional tools like phone and email are still effective CX methods, investing in less conventional approaches like co-browsing can help brands elevate their service and support to meet customer expectations,†said Anand Rajaram, Head of Product, Support Solutions at LogMeIn. “While some inherent challenges of co-browse technology have hindered companies from using it more extensively, we believe we’ve cracked the code with Rescue Live Guide to make co-browsing much more frictionless, secure and seamless to use. The solution allows businesses to deliver personalized, shoulder-to-shoulder support so they can resolve customer issues faster and with the white-glove service that can help set them apart from other brands.â€
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Key features of Live Guide include:
Instant Deployment: The deployment of Live Guide makes it easy for businesses to integrate it on their websites. This allows chat and phone-based agents to start co-browsing instantly, anywhere, without making website changes.
Worry-free Security: Delivers Secure co-browsing experience by connecting to an isolated browser in the cloud. The privacy functionality does not let the agent view sensitive customer data or take action on his behalf.
Unparalleled Flexibility: Enables agents to follow the customer journey and provide guided assistance on any device, mainstream browser, or website – whether owned or third-party.
Amid the crisis, companies are doubling down to keep customer operations smoothly. Meanwhile, UCaaS service providers are aggressively investing in new functionalities to reduce complexity of work and deliver long-term benefits.
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