|
"We
have expanded our business through the use of LME Rescue"
-
Mike H., LME Rescue user & small business owner
|
|
How it Works
| LME Rescue is a powerful, easy-to-use
remote support solution comprising three main components: a
Technician Console, a Customer Applet, and an
Administration Centre. |
The online interface used by support Technicians to
conduct remote support sessions. Technicians can initiate new
sessions or respond to online customer requests waiting in a shared
Queue.
Multiple simultaneous active sessions can be conducted using:
- Direct connection to the Customer via PIN
code or emailed link
- Desktop View and Remote Control, including
Whiteboard
- Detailed Session History & Notes
- Chat Interface with Predefined Replies,
URL Push, and File Transfer
- Detailed System Diagnostics, including
Reboot & Reconnect
- Shared Global Queue
|
|
With the customer's permission, this small .exe
file automatically downloads to the remote PC. It's the interface
through which Technicians communicate with Customers and conduct
remote support. The Applet automatically removes itself from the
remote PC at session conclusion.
The Applet provides remote Customers with:
- Interactive Chat and detailed Session
History
- Prompts to permit or deny Technician
access to all functions
- File Transfer to the Technician
- Ability to stop Remote Control or
disconnect at any time
|
|
This intuitive online interface is used by
Administrators to create and assign permissions for other
Administrators, Technicians, and Groups. Administrators can also
create Support Channels — web-based links that automatically connect
Customers to Technicians — and assign them to specific Groups.
The Administration Centre allows Administrators to:
- Create Technician Groups and assign
permissions at a granular level
- Assign Support Channels to specific
Technician Groups
- Enable and view reports of Technician
performance
- Enable and view reports of Customer
satisfaction levels
|
 |
|
