SAN FRANCISCO, CA / WOBURN, MA – September 16, 2010 – Zendesk, a leading provider of web-based customer support software, and LogMeIn (NASDAQ: LOGM), a provider of SaaS-based, remote-connectivity solutions, have partnered to bring remote support capabilities to more than 5,000 Zendesk customers through a single integrated experience.
The partnership gives IT help desks and support staff the ability to launch a remote support session with LogMeIn Rescue directly from a Zendesk ticketing interface. Support technicians can collaborate with their customers in real time to quickly diagnose and resolve issues related to their products by viewing and controlling a users computer or smartphone, on-demand. The result is a faster and more reliable customer experience.
The integrated offering is now available to either LogMeIn Rescue or Zendesk customers. Both product lines are SaaS-based, eliminating the need for onsite installations, resources or management.
LogMeIn Rescue for Zendesk integrates two of the most important tools used by our business, helping us diagnose and resolve issues faster and improves our customer satisfaction significantly, said Alan Conroy, managing director for Dublin-based company Support Solutions. Additionally, having the LogMeIn Rescue session information within the Zendesk ticket allows us to easily identify those customers who needed a visual walk-through for their issues and in turn offer them targeted training in order to reduce the amount of future support requests.
- Generate a LogMeIn Rescue session directly from a Zendesk ticket.
- Launch a LogMeIn Rescue session from Zendesk.
- Map ticket details to LogMeIn Rescue sessions.
- Post LogMeIn Rescue session details back to Zendesk tickets, including timestamps, chat logs, notes, as well as any custom fields and survey answers.
The new partnership allows customers to:
Zendesk and LogMeIn Rescue customers represent some of the most dedicated and advanced support organizations in the world, said Lee Weiner, vice president support products for LogMeIn. By combining remote support from LogMeIn Rescue and ticketing workflow from Zendesk, help desk agents can achieve better first-call resolution rates, reduce time spent on troubleshooting, and retain happy customers.
Anyone involved in technical support knows it’s not always easy to diagnose a complex technical issue solely based on an end user’s description,” said Maksim Ovsyannikov, vice president product management for Zendesk. “LogMeIn Rescue for Zendesk gives support agents instant visibility into the exact customer experience. It’s the next best thing to being there in person, and enables support teams to deliver fast, accurate solutions to their customers.”
For more information, visit www.zendesk.com/logmein.
Zendesk is a leading provider of web-based help desk software that is reinventing how companies engage with their customers. The company serves more than 5,000 businesses large and small, including Twitter, MSNBC, Lonely Planet and SAP. Zendesk products are easy to customize, integrate, and use so companies can quickly start offering better customer service. Founded in 2007, Zendesk is funded by Charles River Ventures and Benchmark Capital. Learn more at www.zendesk.com.
About LogMeIn, Inc.
LogMeIn (Nasdaq:LOGM) makes it easy to control and access remote devices desktops, laptops, point-of-sale systems, medical devices, smartphones and more from any internet-connected computer, including an iPad, iPhone® or in-dash computer of the Ford F-150 pick-up truck. Over 9.7 million active users have connected more than 100 million devices using LogMeIn for business productivity, personal mobility and IT support. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, the Netherlands, and the UK.