Name: How Remote Visual Support Tools Are Driving First Contact Resolution
Start: 2023-08-29T10:00:00Z
End: 2023-08-29T10:00:24.000Z
Location: BrightTALK

At GoTo, we're making IT easy, anywhere, with remote management and support, and business communication software, unified with one admin solution. We help you get things done simply and securely, so work time can be well-spent and free time can be better spent. 

GoTo’s portfolio, which includes GoTo Resolve, Rescue, GoTo Connect, and more, helps securely support and connect businesses to what’s most important: their teams and customers.

Remote support and access tools are essential for modern enterprise IT and technical customer support, but they also open the door to evolving security threats. In this can’t miss session, we’ll explore how these threats have transformed over time, the risks they pose today for businesses and end users, and how organizations can fortify their security practices. Discover must-haves in secure remote support functionality and protection features, and see how LogMeIn Rescue’s advanced capabilities can help safeguard your operations. 

What You’ll Learn: 
• Key risks in today’s remote support and access environments 
• Essential features for secure remote IT operations 
• How Rescue bolsters security with cutting-edge features

Secure Remote Support: Combatting the Evolving Threat Landscape

For IT leaders, migrating Mobile Device Management (MDM) solutions has historically meant disruptive factory resets, user downtime, and complex data re-provisioning. But Apple’s latest OS updates have introduced new game-changing capabilities. 

Join our LogMeIn experts as we explore Apple’s new approach, which lets devices transition between MDMs without a factory reset. Discover what this "no-wipe" migration means for your organization as we: 
• Break down the new migration process 
• Discuss key implications for IT leaders 
• Highlight critical considerations & limitations 
• Review LogMeIn's MDM migration advantage

MDM Migration Made Easy: Inside Apple’s OS Update

Rescue is amplifying its capabilities like never before with three new supplemental feature packages: AI, Enhanced Security, and Translation. There’s never been a better time to take advantage of all the extras Rescue has to offer. 

New Package Facts & Features: 

Security 
• Device-based Restricted Access Package 
• IP-based Restricted Access Package  
• Generic Enterprise Domain  
• Company Pin Code Validation  
• Allowed Hosts for External Pin Entry 
 
AI:  
• AI Session Summary 
• AI Device Analysis 
• AI Screen Analysis 
• AI In-Session Recommendations  
  
Translation: 
• Live Chat Translation 
• Live Screen Translation

Extend the Power of Rescue: A Look into Supercharged Functionality

Effectively managing internal knowledge is key to delivering exceptional service. In this 30-minute on-demand webinar, you'll learn how to create, organize, and scale your knowledge base to improve efficiency, accelerate problem-solving, and empower your MSP team.

What you'll learn:
1. Proven strategies to build and expand a powerful knowledge base
2. How LogMeIn Resolve streamlines and enhances knowledge management
3. A live demo of the Resolve Knowledge Base in action

Whether you're starting from scratch or optimizing an existing system, this session offers practical tips and actionable insights to help your MSP team work smarter.

Scale Your MSP: Managing your Knowledge Base

Catch this 30-minute on-demand webinar to see how the LogMeIn Data Protection Suite powered by Acronis helps MSPs and internal IT teams streamline endpoint management, backup, and recovery—all in one platform.

Join experts Mike Gutierrez (LogMeIn) and James Abercrombie (Acronis) as they walk through how this integrated solution:

1. Cuts through IT complexity
2. Improves response times
3. Strengthens cyber resilience

Whether you manage your own IT infrastructure or support multiple clients, you’ll walk away with practical steps to protect more while managing less.

Streamlined Recovery & Support with LogMeIn and Acronis

Downtime hurts your clients-and your bottom line. Business Continuity and Disaster Recovery (BCDR) is no longer optional, but many MSPs struggle to position and sell it effectively. 

In this 30-minute session, we'll walk you through exactly how to make BCDR a core, revenue-driving part of your service offering.

You'll learn how to:
1. Communicate BCDR's value in terms clients actually care about
2. Package and price BCDR inside your managed services contracts
3. Insights into why MSPs are uniquely qualified to deliver managed BCDR
4. Overview of LogMeIn Resolve's Data Protection Suite powered by Acronis

How MSPs Can Sell BCDR and Drive More Recurring Revenue

Discover how LogMeIn Resolve helps MSPs tackle today’s most pressing challenges—from device sprawl and hybrid workforce support to evolving cybersecurity threats and compliance demands. 

In this 30-minute session, you'll learn how to: 

Effectively manage and secure devices across remote and hybrid client environments 

Streamline operations and automate routine tasks at scale 

Proactively prevent, detect, and respond to security threats to keep clients protected 

Walk away with actionable insights to simplify support, improve efficiency, and strengthen your security posture.

Bite-Sized Strategies for MSP Success: MDM, Automation & Risk Management

SLAs are essential for MSPs to maintain client trust, but balancing what clients want with what’s achievable takes careful planning. 

In this 30-minute session, you’ll get practical tips for designing and managing SLAs that drive satisfaction and growth. 

What you’ll learn: 

How to set achievable response and resolution times 

Ways to meet client needs without overpromising 

The value of tiered SLAs for customization and upselling 

How RMM tools can support SLA tracking and accountability 
 
Whether you’re building or refining your SLA approach, this session will help you make SLAs a competitive advantage.

Scale Your MSP: Designing and Delivering on Service Level Agreements (SLAs)

The rise of hybrid work, BYOD policies, and increasing security demands has created a lucrative opportunity for MSPs to offer Mobile Device Management (MDM) services. Join us for this webinar, where we’ll explore how MSPs can capitalize on these trends to generate new revenue streams.  

Key topics to be covered during this 30-minute session include:  

The growing opportunity for MDM and new revenue streams  

Practical techniques to communicate the value of MDM to customers  

Hands-on demonstration of Resolve MDM

Scale Your MSP - How to Monetize MDM to Your Customer Base

Are high IT workloads and repetitive tasks holding your team back? LogMeIn Resolve’s native AI features are designed to help busy agents deliver smarter, faster solutions to today’s IT challenges. 
 
Join us for a 45-minute webinar where we’ll not only explore how LogMeIn Resolve’s powerful AI tools can enhance IT efficiency but also offer an interactive demo so you can see the impact firsthand. 

In this exclusive session, our product experts will cover: 

Virtual Technician to automate repetitive tasks 

Enriched In-Session Support for real-time diagnostics and issue identification 

AI-Powered Knowledge Base to speed up problem resolution 

...And much more!

Tackling Efficiency: AI Features for Effective IT Teams

Register now for the opportunity to explore critical data governance strategies and see how MDM solutions can help safeguard your organization’s sensitive information. 

Join our product experts as they explore how MDM helps ensure data compliance, secure sensitive information, and optimize mobile data governance practices. 

This third session will wrap up our series, and we don’t want you to miss out on the tools and strategies that can transform your approach to mobile device management!

MDM Security Series: Mastering Mobile Data Governance

As mobile device usage continues to grow, ensuring company-issued and personal devices are secure while maintaining compliance is more important than ever. Without the right mobile device management (MDM) solution, this can be a complex challenge. 

Join the second session of our 3-part MDM webinar series designed to help IT teams tackle mobile device management head-on. 

Learn how to keep company data secure while maintaining privacy for personal BYOD devices in your organization.

MDM Security Series: Protecting Company vs. BYOD Devices

Are you prepared to tackle the complexities of mobile device security and compliance? Without the right mobile device management (MDM) tools, it’s difficult to stay ahead of potential risks and ensure data safety.  

Session 1 of our 3-part MDM webinar series is designed to equip IT teams with the tools they need to navigate effective mobile support across Android and iOS operating systems. 

Don’t miss the opportunity to see our MDM features in action and discover how they can help you simplify your IT operations.

MDM Security Series: Managing Android & iOS Devices

Remote support has moved from a tactical tool to a strategic differentiator—and service leaders are rethinking how it fits into the broader delivery model. New Service Council research shows that an organization’s focus on customer experience, employee experience, or financial performance affects its strategic roadmap, including priorities in metrics, challenges, and technology investments. How can service leaders effectively address the diverging needs from these different personas and maximize the potential of remote support within their organization?

Join us as we explore how remote support is evolving in response to changing expectations and organizational goals. We’ll be joined by service experts, Brad Haeberle, EVP Services at Smart Infrastructure Buildings, Siemens, and Chris Savio, Senior Director, Product Marketing, LogMeIn to discuss:

Why the shift-left approach is being reimagined—and in some cases, deprioritized
What frontline agents really think about AI, AR/VR, and IoT
How remote capabilities are bridging gaps across the service chain—from first contact to field resolution
The data paradox: Why contact center agents need more insight, while field techs are inundated
Whether you’re modernizing L1 support, scaling expert access in the field, or enhancing your remote-first strategy, this webinar will give you practical insights to align technology with your service vision and frontline needs.

Who Should Attend:

Service leaders, support operations managers, CX strategists, and technology decision-makers in manufacturing, wholesale, professional services, and beyond.

Remote Support Reimagined: Elevating Support from the Contact Center to the Field

Managing IT environments is becoming increasingly complex in today’s evolving landscape. For MSPs, unpatched systems pose severe risks—not only to your clients’ security and compliance, but also to your business reputation.   

  
Join our webinar to explore the importance of automated patch management – a key component to streamlined operations and scalable business growth.  

We'll cover:  

Why an automated patching strategy is critical for MSPs, and how it helps safeguard customers  

How streamlined patching saves MSPs time and helps improve the customer experience  

Considerations for building out a patch management strategy

Scale Your MSP: Automated Patch Management

Rescue is amplifying its capabilities like never before with three new supplemental feature packages: AI, Security, and Translation. There’s never been a better time to take advantage of all the extras Rescue has to offer. 


New Package Facts & Features: 

Security: 

Device-based Restricted Access Package 

IP-based Restricted Access Package 

Generic Enterprise Domain  

Company Pin Code Validation  

Allowed Hosts for External Pin Entry   

AI:  

AI Session Summary 

AI Device Analysis 

AI Screen Analysis 

AI In-Session Recommendations  

Advanced Integration with ServiceNow  

Translation: 

Live Chat Translation 

Live Screen Translation

Providing best-in-class customer support is no easy feat, especially in an environment where customers expect excellence in each and every interaction. Proficiency across several key metrics is crucial to maximize the potential of your organization’s customer experience. 

This webinar will highlight the AHT (average handle time) metric and, specifically, how to boost it with features like:  

Pre-Session 

Zero-download connection methods 

Screenshare 

Integrations 

In-Session 

Session insights 

Session collaboration 

Multi-session handling 

Canned chat responses

Lowering AHT with Your Remote Support Tool

Providing best-in-class customer support is no easy feat, especially in an environment where customers expect excellence in each and every interaction. Proficiency across several key metrics is crucial to maximize the potential of your organization’s customer experience. 

This webinar will highlight the CSAT metric and, specifically, how to boost it with features like: 

Support Platform Customization 

Connection Method Optionality 

Branding 

Post-Session Surveys

Boosting CSAT with Customization

Dr. Nicola Millard & Jen Brown join us for this episode to share real-world examples of the benefits, considerations, and success stories of using remote visual support tools, including:

• Sustainability: Decrease the need for both employees and customers to travel into stores, homes and branches for support
• Accessibility and inclusion: The ethical considerations and regulatory requirements for providing high-quality accessible service for everyone
• GDPR and privacy security: Conduct sensitive customer conversations in a secure environment with a real person

How Remote Visual Support Tools Are Driving First Contact Resolution

Remote Support

First Contact Resolution

remote visual support

IT Security

Help Desk

remote working

Cyber Security

Customer Experience

Remote Office

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How Remote Visual Support Tools Are Driving First Contact Resolution

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GoTo | EMEA