Case Study: Asurion improves customer satisfaction and remote support with LogMeIn Rescue

Asurion boosts customer satisfaction 8% with Rescue by LogMeIn

Asurion, a provider of tech support, faced a significant challenge in its customer service operations. Their technicians struggled to diagnose issues remotely because customers often lacked the technical vocabulary to explain their problems. This reliance on verbal descriptions made the support process slow, frustrating, and prone to errors, which threatened productivity and customer satisfaction. To address this, they turned to the vendor LogMeIn and implemented their product, LogMeIn Rescue.

The solution from LogMeIn Rescue gave Asurion's technicians direct visual access to a customer's device, allowing them to see and resolve issues firsthand without relying on descriptions. This dramatically reduced interpretation time and improved diagnostic confidence. As a result of implementing LogMeIn Rescue, Asurion achieved an 8% increase in customer satisfaction survey scores and now consistently operates at a 98% satisfaction rate. They also saw a significant improvement in their mean time to restore (MTTR) and an overall rise in team productivity.

Asurion