Brendan Read's Blog

LogMeIn’s Rescue Lens Shows the Best Use of Video in the Contact Center

24 Mar 2015 | by Brendan Read
Share this:

Video in the contact center has long been a “tomorrow technology”. It is an amazing and a cool tool, but its practical and financially justifiable applications somehow never seem to appear or catch on.

Here’s why: there is no real value in looking at someone else’s face in most video business engagements, especially with contact center agents. Sorry Amazon Mayday. It is the same reason why our cool laptop and smartphone lenses remain dark when we interact with companies by voice or by typing. When we do use video we give the same polite if feigned looks of interest, and to express the right amount of emotion at the right times: like we do in face-to-face meetings.

Worse yet, because video tends to be one-to-one with no other activities or individuals, we soon begin looking for distractions. Let’s be honest here: we do end up staring (and Tweeting about) at the zits on the faces, the strands of dyed or greying hair over the eyeballs, and checking out the tacky decorations in the cubes.

So when I heard about and had a presentation on LogMeIn’s new Rescue Lens solution my reaction was “Eureka! Someone in the contact center space gets it!”

LogMeIn offers with Rescue Lens what vendors should have been doing, and stepped on the gas when cell phones became fitted with cameras. And that is to allow the agents to see customers’ issues, coupled with the ability to act on them, not the customers seeing the agents.

Rescue Lens enables customers to utilize their smartphones or tablet cameras to stream live video back to the agents. To start it, customers simply download apps from Google Play or the iOS App Store, enters their PIN codes, and points their cameras. The net result is a shorter, more effective, and customer-satisfying resolution of problems than which can be accomplished by phone, chat, email, or text alone.

Rescue Lens also has “smart whiteboarding” to show product setup, configuration, and possible solutions. And it integrates video in the customer service and support workflow through the LogMeIn Rescue product.

There are few limits to the use cases with Rescue Lens. It can be used not just for individual product or service issues—LogMeIn’s blog shows an amusing and informative clip about a customer having a problem with their garage door opener—but also for insurance claims, and in assisting field staff diagnose and fix problems with the help of engineers in the office.

On that last item don’t be surprised if LogMeIn eventually integrates its Xively Internet of Things (IoT) offering with Rescue (and Rescue Lens), and its other solutions to create a truly end to end IoT support platform. IoT is hot: Frost & Sullivan predicts there will be 50 billion connected devices by 2020. Frost & Sullivan will be publishing new Market Insight report on IoT and customer service sometime this spring.

But the big value-proposition market for video, and for the technology behind Rescue Lens, is retail. This is the play where LogMeIn should really be taking a hard look at. Support, after all, is a necessary cost that does not get a lot of companies excited. But sales, like of higher end apparel and furniture, is a different game altogether.

Video--and by extension the contact center—can then become an integral profit-and-loyalty enhancing part of the omnichannel Customer Experience. How? Imagine consumers aiming their smartphones at their clothes, shoes, or accessories while asking their online “fashion consultants” to get their opinions on whether the on-sale designer dresses or suits will match. Or asking their virtual “design assistants” if the sofas’ colors, styles, and perhaps most critically their sizes will fit inside their living rooms.

In turn, video in sales is also a winning proposition for the contact centers. Agents would have to be trained and paid more: and they would be able to earn nice commissions. The centers could then attract better quality staff while reducing costly turnover. They may also be given increased budgets (and respect) by proving their revenue-generating value to the C-Suites.