LogMeIn Rescue Adds iPhone, iPad, Android Capabilities

By Nathan Eddy  |  Print this article Print

The platform is designed to help IT departments simplify support of customers' and employees' smart devices.

The latest version of LogMeIn Rescue, LogMeIn's remote support offering, introduces mobile device configuration capabilities to troubleshoot and secure smart devices in the field. Designed for mobile operators, customer care organizations and IT help desks, Rescue provides a single, Web-based tool for remotely supporting tablets, smartphones and computers running iOS, Android, BlackBerry, Symbian, Windows, Windows Mobile, and Mac OS X.

The platform is designed to help IT departments simplify support of customers' and employees' smart devices--connect to them, solve problems, push configuration settings and secure remote devices anywhere with an Internet connection. The update allows users to remotely configure iOS and Android connectivity settings, including WiFi network setup and Access Point Name (APN) settings, and remotely configure device permissions and push device pass code settings for iPhones and iPads.

"The new Rescue release was designed with direct input from some of the world's largest operators and mobile device OEMs and has been successfully tested by thousands of customer care organizations and IT help desks," said Lee Weiner, LogMeIn's vice president of support products. "While specific conditions vary across these audiences, all of them are looking to empower their teams to quickly support a growing number of people carrying increasingly sophisticated devices. The result is a release that simplifies support for iOS and Android devices, and makes it easier for help-desk staff to better serve increasingly empowered customers and employees."

The update also lets businesses create customized iOS help desk or self-help shortcut app icons--an SOS button on the device--giving iPad and iPhone users the ability to directly connect to quick help guides or Web chat through a single touch, and initiate mobile and computer support sessions in a single click through the introduction of a new desktop app version of the LogMeIn Rescue Tech Console, a browser-less means of using all of Rescue's Web-based capabilities.

"According to recent research, nearly 1 billion smartphones are expected to ship globally by 2015. As smartphone devices proliferate the enterprise, by either corporate- or employee-liable purchase, companies want to take advantage of the fact that employees can be productive from anywhere," said Stacy Crook, senior analyst of mobile enterprise research at IT analytics firm IDC. "Support tools that address these new mobile challenges and opportunities in the help desk will have a direct impact on customer care as they enhance productivity, satisfy new employee demands and provide a seamless mobility experience."