LogMeIn's Rescue Lens: Here's What You Need to Know

LogMeIn (LOGM) is bringing “remote support to virtually any product.”

The Boston-based remote access software provider has unveiled Rescue Lens, a LogMeIn Rescue remote support solution capability that enables managed service providers (MSPs) to use a live camera feed from a mobile device to assist customers and employees.

Rescue Lens is an Internet of Things (IoT) capability that addresses “the rapidly expanding world of connected products,” according to LogMeIn. It empowers users to see and remotely assist with product issues, LogMeIn said, as if the product were directly in front of them.

So what does Rescue Lens mean for MSPs?

LogMeIn noted that Rescue Lens allows an MSP to integrate video support into its customer service workflow. This capability enables users to view videos to address customer and employee issues, LogMeIn said, and offer video support via Android and iOS devices.

Additionally, a LogMeIn spokesperson told MSPmentor that Rescue Lens supports service providers in three ways:

Rescue Lens also represents LogMeIn’s first offering under its “Support-of-Things” initiative to help businesses better engage with customers.

“The exponential growth in connected products is creating new opportunities for businesses to engage and support their customers in ways that would have previously been unimaginable,” LogMeIn CEO Michael Simon said in a prepared statement. “As a company with a strong history in customer care and an early role in the IoT, we believe we’re in a favorable position to help businesses innovate in ways that can give them distinct competitive advantages in the connected customer era.”

LogMeIn noted that Rescue Lens is expected to be available next month. This capability will be a standard part of LogMeIn Rescue, which is priced at $1,299 per user per year, and will be available in the next update for existing Rescue customers.

The remote access software provider said it plans to release additional Support-of-Things offerings later this year, too.

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