Featured Article from Conferencing

LogMeIn Rescue with Live Chat Powers Avira Experts Market

December 10, 2012

Remote support solutions like live chat have simplified customer service while also helping reduce phone calls. No doubt, remote support solutions are gaining huge popularity.  In a new development in this line, LogMeIn, a provider of remote support solution, has been selected by Avira, a provider of IT security software, to power the remote support capabilities of the new Avira Experts Market.

Avira selected LogMeIn Rescue, which gives helpdesks and support staff the ability to remotely configure, diagnose and troubleshoot PCs and Macs, as well as tablets and smartphones running popular operating systems such as iOS, Android and BlackBerry.

Customers benefit from features such as remote control with device configuration, live chat and diagnostics capabilities. It helps the service teams fix common issues on any device with a Web or mobile connection, as if the device were in their hands.

Avira Experts Market online is a 24/7 online resource for tech support and expertise, offering an online platform to connect customers seeking help for both trivial and challenging problems with qualified computer experts who can offer immediate online assistance.

The service combines options to help customers find, compare and even chat with dozens of experts to resolve their tech support issues, while tech support experts gain access not only to potential new clients but a set of professional-grade tools to investigate and solve consumers' computer issues. 

The addition of LogMeIn Rescue's permission-based remote support capabilities will enable computer experts on the Experts Market to remotely diagnose and troubleshoot consumer's PC or Mac issues from virtually anywhere in the world, as if the computer were directly in front of them.

"With LogMeIn Rescue, we're able to give our experts the same professional-grade remote support tools and capabilities used by many of the world's most demanding tech support centers and help desks," said Travis Witteveen, COO of Avira, in a statement. 

"As a result, our experts are empowered to deliver a customer support experience that best highlights their skills and delights clients, a key combination for encouraging repeat business and positive customer referrals,"  Witteveen added.

According to Armen Zildjian, LogMeIn's VP of sales and marketing EMEA, remote support tools like Rescue are a natural fit in such virtual customer care use cases, and especially for companies like Avira that adopts a consumer-friendly approach to quickly resolving tech issues, from virtually anywhere in the world.

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Edited by Amanda Ciccatelli