SAN FRANCISCO and WOBURN, Mass., Dec. 7, 2010 (GLOBE NEWSWIRE) -- LogMeIn, Inc. (Nasdaq:LOGM) today debuted new IT helpdesk capabilities to help support technicians instantly create salesforce.com tickets directly from chat-based support sessions. The new feature, unveiled at the Dreamforce 2010 conference in San Francisco, extends the integration between salesforce.com and LogMeIn's flagship remote support product, LogMeIn Rescue. The capabilities are immediately available for LogMeIn Rescue and Salesforce.com customers on the salesforce.com AppExchange for no additional cost.
"Chat capabilities are increasingly desirable for support technicians and end-users alike, and have proven to be amongst the most efficient means of investigating and resolving common technical issues. "In fact, the chat capabilities in LogMeIn Rescue proved so effective and popular for our helpdesk and customers that they quickly ruled our iterative email support obsolete," said William Mintun, the Senior Manager of Sling Media's customer experience team and a joint LogMeIn and salesforce.com customer. "The integration of core support capabilities like chat and ticketing into a single, seamless experience has the potential to significantly boost helpdesk productivity and efficiency."
LogMeIn Rescue is a SaaS-based product that provides on-demand, clientless remote support of Internet-enabled devices, including PCs, Macs, servers, smartphones (Blackberry, Symbian, Windows Mobile, iPhone) and tablets (iPad). Through an integration with salesforce.com, helpdesk technicians can initiate LogMeIn Rescue remote support sessions – including remote control of an end-users device – directly from salesforce.com Case Detail screen. All activity and information from the LogMeIn Rescue session is passed back into Salesforce.com to ensure a complete history for each and every case. The new capabilities extend this integration, empowering support staff to use LogMeIn Rescue's chat functionality to investigate reported issues and create new salesforce.com tickets directly from chat sessions.
"We're seeing more and more support centers shifting to chat-first response in an effort to more rapidly resolve issues or escalate to them to remote control customer devices," said Lee Weiner, LogMeIn's vice president of Support products. "By deepening our integration with ticketing and other key support tools like salesforce.com, we can continually evolve the way chat is used in the modern helpdesk and improve the ways that technicians deliver efficient, effective support."
About LogMeIn, Inc.
LogMeIn (Nasdaq:LOGM) provides SaaS-based remote access, support and collaboration solutions to quickly, simply and securely connect millions of internet-enabled devices across the globe – computers, smartphones, iPad™ tablets, digital displays, and even in-dash computers of the Ford F-150 pick-up truck. Designed for consumers, mobile professionals and IT organizations, LogMeIn's solutions empower over 10.4 million active users to connect more than 100 million devices. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, the Netherlands, and the UK.
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CONTACT: LogMeIn, Inc. Media contact: Craig VerColen +1-617-599-2180 press@logmein.com Baker Communications Group Bill Baker +1-860-350-9100 wbaker@bakercg.com