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How to Solve Problems Faster with Live Video Support

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76% of customers who have a negative customer experience with a business switch to a competitor. In a digital marketplace, you're always one click away from losing a customer to the competition. To keep up, companies must lead the digital transformation in delivery of services and new customer value or it risks leaving the door open to disruption by more digitally native companies.

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How to Solve Problems Faster with Live Video Support

  1. 1. 1© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY How to Solve Problems Faster with Live Video Support
  2. 2. 2© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY What is Live Video Support and Engagement?
  3. 3. 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. 4© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY Value of Live Video Interaction New Process Amplify Processes Eliminate Processes
  5. 5. 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
  6. 6. 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. 7© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY How is Zero Using Live Video Interaction?
  8. 8. 8© 2017, LogMeIn, Inc. | CONFIDENTIAL – FOR INTERNAL USE ONLY How has Zero Made the Most of Interactive Video Support?
  9. 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 1 2 3 4 5

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