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1© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
How to Solve Problems
Faster with Live Video
Support

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2© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
What is Live Video Support and Engagement?

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3© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Visual Support
+Mobile
The Evolution of Remote Support
LogMeIn
Rescue
Tech Console
Rescue
Physical Things
Smartphones &
Tablets
Computers &
Laptops
Remote Control, Diagnostics & Chat
Connect, Configure & Fix
Support Technical and Non-Technical Issues

4.
4© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Value of Live Video Interaction
New Process Amplify Processes
Eliminate
Processes

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5© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
* TSIA “Revolutionizing Support Interactions with Video”
46%
of issues are solved on first contact when using video support

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6© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Zero MotorcyclesWho is Zero Motorcycles?
• Origin/Location
Established in 2006.
Headquartered in Scotts Valley
• Size
~135 employees, across both US and EU
• Activity
Design, develop, assemble, market and sell
high performance electric motorcycles
• Reach
Sell to retail and fleet consumers through a
network of motorcycle dealers, primarily in NA
and EU
• Supply Chain
Zero has a global supply chain.
Final assembly of all battery packs and
motorcycles takes place in California.

7.
7© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
How is Zero Using Live Video
Interaction?

8.
8© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
How has Zero Made the Most of Interactive
Video Support?

9.
9© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY
Key Takeaways
A Picture is Worth a Thousand Words
Live Interactive Video Can Improve Existing Processes
Requires Training Across Stakeholders
New Behaviors Need to Be Reinforced
Easy to Get Started and New Use Cases Will Emerge
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