Description:
Escriba, a licensed customer of LogMeIn Rescue, has identified a need to improve the experience of their own clients when requesting remote support sessions.
Currently, when a customer initiates a new remote session, they have no visibility into their position in the support queue or the estimated time until they will be assisted. This lack of transparency can cause uncertainty and lead to additional contacts from clients seeking updates.
Proposed Improvement:
Enhance the Rescue applet (running on the client’s computer) to display:
- The client’s current position in the support queue.
- A dynamic estimated wait time until the session begins.
Expected Benefits:
- Increased satisfaction and confidence for Escriba’s clients.
- Reduced number of parallel inquiries about wait times.
- Added value to LogMeIn Rescue, aligning it with best practices in customer support and making it more competitive compared to other solutions.
