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Verizon updates Revolution with Remote Diagnostics, HTC turns to LogMeIn

Terrence O'Brien
Former Managing Editor
Updated ·4 min read

Both Verizon and HTC are experimenting with remote diagnostics and tech support. Big Red will be offering the tool to owners of the LG Revolution first. The VS910ZV8 update delivers a number of changes, but the most notable new feature is the integration of Verizon Remote Diagnostics. Now, when a customer calls support, the technician (or script follower, as the case may be) on the other side can take control of the user's device to troubleshoot or demo apps. And, just in case you're paranoid about handing over the keys to your handset, the tool only collects info such as battery temp, OS version and what apps are installed -- your contacts and other personal data are safe from prying eyes. HTC plans to offer similar capabilities on its phones, but through LogMeIn Rescue. Future handsets from the company will come with the app preinstalled so that HTC's own technicians can diagnose issues and tweak settings. For more details on the Revolution update hit up the source link and check out the PR after the break for the low down on HTC's initiative.

Update: It looks like the Droid Charge will also be getting an update soon that will install Verizon Remote Diagnostics. This could be a pretty quick roll out.

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LogMeIn to Provide Android Mobile Support for HTC

LogMeIn named preferred provider of mobile remote support software for HTC's Android devices

WOBURN, Mass., March 20, 2012 – LogMeIn, Inc. (NASDAQ: LOGM) has entered into an agreement as HTC's preferred mobile remote support software provider. HTC will employ LogMeIn Rescue-LogMeIn's flagship remote support and customer care offering-across its worldwide call centers, delivering state-of-the-art remote support to HTC customers.

Future HTC devices that run on the growing Android OS will feature LogMeIn Rescue, giving HTC customer care and support staff the ability to remotely configure, diagnose and troubleshoot a technical issue wherever the customer has a data connection. The LogMeIn capability will offer HTC customers with advanced over-the-air mobile support at a moment's notice, virtually anywhere in the world.

"HTC is committed to providing the best and most personal customer experience in the mobile industry, from designing great products to delivering superior after-sales service and support," said Simon Harper, VP of global customer experience at HTC. "We believe LogMeIn's technology, team and vision are a great match for HTC and for our customers and will allow us to continue to create great experiences for our customers."

HTC will pre-deploy a user-enabled LogMeIn Rescue applet on future HTC Android devices, with the mobile operator's consent. The pre-deployed applet gives customers the ability to securely connect their devices to HTC customer care representatives during active support calls. Once connected, HTC technicians can run remote diagnostics, push common device and network configuration settings, and remotely control the customer's device to resolve issues.

"We believe that a focus on the overall customer experience helps to define the most respected brands in mobile," said Lee Weiner, LogMeIn's VP of Customer Care products. "For market leaders like HTC, customer care initiatives can provide key opportunities for differentiation in an increasingly crowded marketplace. By working hand-in-hand with one of the world's most respected manufacturers, we believe we have a great opportunity to create a new standard for mobile customer care."

LogMeIn Rescue gives helpdesks and support staff the ability to remotely configure, diagnose and troubleshoot tablets (iOS, Android), smartphones (Android, iPhone, Symbian, BlackBerry) as well as PCs and Macs. A web-based offering, Rescue combines remote control with device configuration, live chat and diagnostics capabilities, enabling customer service teams to fix common issues on any device with a web or mobile connection, as if the device were in their hands.

About LogMeIn, Inc.
LogMeIn (NASDAQ: LOGM) provides essential cloud-based services to individuals, businesses, and IT organizations for remote access, collaboration, customer care, and remote IT management. These services are used by more than 15 million people to quickly, simply and securely connect over 150 million internet-enabled devices across the globe - computers, smartphones, iPad™ and Android™ tablets, and digital displays. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, India, Japan, the Netherlands, and the UK.

LogMeIn and join.me are trademarks of LogMeIn in the U.S. and other countries. iPad and iPhone are trademarks of Apple Inc., and Android is a trademark of Google, Inc. in the U.S. and other countries around the world.