Update.Me – Collaboration, Innovation, and Engagement News Week of January 19th, 2015

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It’s #2! Yes, the second post in our brand new blog series called “update.me.” In case you missed it, last Friday we kicked off a new join.me blog series where we’ll share the latest news articles and industry updates on collaboration that are interesting, engaging, disruptive, or just plain cool. Click here for our inaugural issue.

This week: a review of the new Facebook for Work platform, why join.me ranks top for customer satisfaction, some advice on averting daydreams of bacon and how to look smarter at work.

It’s Like Facebook For Work. Wait It Is Facebook For Work
Social really goes business with the new Facebook At Work. Analyst Alan Lepofsky gives a great in-depth analysis on the new Facebook At Work feature. While Facebook’s familiar user experience and household name naturally make this offering buzzworthy, Alan points out what we are wondering ourselves - how will this type of a social networking collaboration tool actually help employees better do their jobs? The answer: integration with current tools across all functional areas. Spoiler alert: more to come from join.me on this, so stay tuned!

            Follow: @alanlepo             
            Tags: #collaboration, #futureofwork

G2 Releases First Report on Web Conferencing Tools
We’re blushing, really. You shouldn’t have! In G2’s first report on web conferencing tools released this week, join.me was ranked at the top for customer satisfaction! We received the highest overall customer satisfaction score, out of a pool of over 50 different tools. We are thrilled, but not entirely surprised - this aligns with a new Satmetrix report where we received the highest Net Promoter Score for speed, reliability, and ease-of-use against our competitors.

            Follow: @venturebeat
            Tags: #collaboration, #webconferencing

10 Tricks to Appear Smart During Meetings
It’s Friday, so we thought we’d bring you a laugh with this list of how to look smarter in meetings.  As author Sarah Cooper (blogger for Huffington Post and Business Insider) writes, “sometimes this can be difficult if you start daydreaming about your next vacation, your next nap, or bacon.” Mmm, baaaacon…

            Follow: @sarahcpr            
            Tags: #productivity, #daydreaming

         

Join.me Ranked Number One in Speed, Ease of Use, Reliability

We are excited to share that new Satmetrix data has ranked join.me as the overwhelming favorite among web conferencing solutions for businesses, above GoToMeeting, Lync and WebEx. Not surprisingly, the research concluded that the easiest and most reliable tools are the most likely to be used, and recommended by employees. At join.me, we feel simplicity is key, because too many of today’s solutions are just too complicated.

To conduct the survey, Satmetrix identified the loyalty drivers of online meeting tools that have the most impact on whether a user will continue to use a product and recommend it to others. There were 5 key factors the survey focused on: overall ease of use, reliability and quality of both screen sharing and call audio, application speed, and mobile capability. The responses were used to generate a Net Promoter Score for each tool, where join.me emerged as the clear leader. Net Promoter Scores were reported for both employees who have only used a single solution and for employees who have experience using two or more of the tools.

What were the actual ratings? The NPS ratings came in at 48 for join.me, 31 for GoToMeeting, 25 for Lync and 19 for WebEx.  When professionals have experienced multiple online meeting tools along with join.me, join.me’s NPS comes in even higher at 64, far exceeding its competitors. Frankly, that is high praise.

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We are thrilled to be identified as the web conferencing solution with the highest NPS among businesses. This report reinforces what we have always believed to be true – virtual meeting tools should be simple, fast, and reliable. Period.

Click here to download the full report.

         

[Webinar] 5 Ways to Deliver Exceptional Customer Care in 2015

We all know that customer service and support is shifting to a customer success management model. This is the ability to deliver great, consistent customer experiences across all channels that drive retention, revenue and margins. Without this, customer experiences will not meet expectations and customers will go elsewhere, resulting in decreased retention and, in return, revenue.

Join us on Tuesday, January 27th at 1pm ET for an interactive webinar with Constellation Research's Dr. Natalie Petouhoff and Ray Wang.

ray wang image   natalie_petouhoff

They will share the latest in emerging trends and what business leaders must do to deliver exceptional customer care in 2015 and beyond. They’ll uncover:

  • How digital disruption and the emergence of mobile has impacted customer care
  • Why next generation customer experiences have to be customer-centric
  • The importance of delivering ubiquitous customer care to customers
  • Why choice of support channel is up to the customer, not the company
  • How to perfect chat to reduce costs and improve the experience

Register today!

         

Perfecting Mobile Engagement: Email

 

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This is part two of our series in which we explore the conclusions of our recent mobile engagement “readiness” whitepaper, Are You Mobile-Minded Enough to Keep Your Customers Happy? In this post, we delve into what makes for a mobile-minded email experience.

With customers constantly on-the-go and multi-tasking, email still ranks high as a satisfactory way to contact a retailer, but there are several deal breakers that can preclude companies from delivering an optimal mobile email experience.

Limiting what can be addressed (e.g. order-related issues, product information, etc.), long response times (or no response at all), providing links in the response that are not mobile optimized, and a lack of personal touch are some of the problems we found when contacting retailers via email. These issues create a bad user experience and can have a significant effect on customer satisfaction, conversion and retention.

On the bright side, 82% of the retailers we contacted provided email contact information – via a form or email address – on their mobile website or in their mobile app, and most made it readily available, taking an average of 2.10 clicks to find it.The same percentage was able to resolve the issue without escalating to a second channel (e.g. phone or chat) or requiring a second email. The key to a successful mobile email engagement is a combination of all of these best practices, so customers are able to find the email contact information easily, and companies are able to provide detailed responses and recommendations quickly.

Download the whitepaper to see the full list of email best practices and deal breakers, including specific examples and a calculator to measure your company’s mobile-mindedness. In our next post, we will dig into the intricacies of the call center.

         

LogMeIn Sets Date to Announce Fourth Quarter and Fiscal Year 2014 Results

BOSTON, January 20th, 2015 –LogMeIn, Inc. (NASDAQ:LOGM) today announced that it will report its fourth quarter and fiscal year 2014 financial results for the period ended December 31, 2014 following the close of market on Thursday, February 12th, 2015. On that day, management will hold a conference call and webcast at 5:00 p.m. ET to review and discuss the Company's results for the fourth quarter and fiscal year.

  • What: LogMeIn Fourth Quarter and Fiscal Year 2014 Financial Results Conference Call
  • When: Thursday, February 12th, 2015
  • Time: 5:00 p.m. ET

Live Call:    

  • + 1- 888-427-9376 (U.S. and Canada)
  • + 1- 719-325-2323 (international)
  • 9261007 (conference ID)

Replay:

Webcast:         http://investor.logmein.com/

 

About LogMeIn, Inc.

LogMeIn (Nasdaq:LOGM) transforms the way people work and live through secure connections to the computers, devices, data, and people that make up their digital world. The company's cloud services free millions of people to work from anywhere, empower IT professionals to securely embrace the modern cloud-centric workplace, give companies new ways to reach and support today's connected customer, and help businesses bring the next generation of connected products to market.

LogMeIn is headquartered in Boston's Innovation District with offices in Australia, Hungary, India, Ireland, and the UK. 

LogMeIn is a registered trademark of LogMeIn in the U.S. and other countries.

 

 

         

UPDATE.ME - This week in collaboration, innovation, and engagement

We're excited to kick off a join.me blog series called “update.me.” At join.me, we know how important it is to work and collaborate together simply and easily. So we want to share with you the latest news articles and industry updates on collaboration and interaction we find interesting, engaging, disruptive, or just plain cool. We'd love to hear your opinions and feedback on these topics. Please reply in the comment section below, or on Twitter @joinme!

14_principles_of_the_future_organization The 14 Principles Of The Future Organization
This great infographic from Jacob Morgan at Forbes identifies fourteen characteristics organizations need to consider in the future in order to be successful. Among these requirements: a connected workforce, and the ability to innovate from anywhere.

Here’s to the Power of 40 Winks: HubSpot CEO on Napping
HubSpot Founder and CEO Brian Halligan notes that “the lines of work and life have blurred” to such an extent that companies need to re-evaluate leadership and cultural practices. We agree with his assessment, especially the adoption of employee naptime!

How The Next Five Years Will Revolutionize Your Business
In the January issue of Entrepreneur Magazine, four leading cultural anthropologists discuss what they expect for 2015-2020, a time expected to bring great change and innovation to businesses. Collaborative business is highlighted as a key point of consideration for future success.

Chronic stress dominates a third of UK working life, says research
A new study in People Management Magazine shows over two thirds of UK workers experienced stress that reducing their motivation, productivity, and overall performance - the most cited stressor being increased workloads. With such numbers, organizations need to step in, and provide solutions to enable employees to better manage their workloads and productivity.

         

Perfecting Mobile Engagement: Are You Mobile-Minded Enough To Keep Your Customers Happy?

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Mobile sales accounted for nearly a quarter of all online sales during the 2014 holiday season (November 1 – December 31), up 27.2% year-over-year.1 Mobile web visits were also at an all time high, with 45% of all online traffic stemming from mobile devices, up 25.5% from the 2013 holiday season. Some companies saw even higher mobile traffic during the busy shopping season, with Fanatics and Amazon reporting 55% and 60%, respectively.2 And these numbers are only going to increase as mobile devices continue to dominate time spent online.3

Is your company prepared to engage with and support your mobile customers? Whether you have a mobile strategy or not, there’s likely more you could be doing to ensure your customers have the best possible mobile experience – regardless of what device or channel (email, social media, live chat etc.) they’re using to interact with your brand.

We recently partnered with the e-tailing group to explore channel experiences, provide insights into mobile engagement, and assess how “mobile-minded” today’s retailers really are. In this whitepaper, we share the results we’ve compiled from 50 top retailers, as well as:

  • What it means to be mobile-minded and why it matters
  • Industry benchmarks – where retailers stand today across multiple touch-points (email, phone, social and live chat)
  • An assessment tool to score your company’s mobile readiness
  • Best practices for superior mobile engagement

The full whitepaper can be downloaded here. Over the next two weeks, we will explore each of the four touch-points in more depth.

1IBM, 2015
2Internet Retailer, 2015
3Internet Retailer, 2014

 

         

Product Updates for LogMeIn Pro Users

The LogMeIn Pro team is excited to share a few updates that have been implemented to improve the experience for our loyal users. These are just some of the things resulting from of our continuous efforts to keep users connected and productive anywhere they go.

1. Get to your remote session faster

The desktop and web version of the LogMeIn client will be combined to create one seamless experience. Now, regardless if you access LogMeIn Pro via the web or desktop app, it will offer all functionalities (locally stored and encrypted passwords and faster access) and can be started in a standalone way by double-clicking the icon or on demand via the browser. The Desktop App will simply open the app or offer a download to your computer so you can get to you remote sessions faster than ever.

2. New features to the Desktop and Mobile Apps

“Add computer” functionality is now available from your applications: Simplify your Pro experience and do everything in one place – your application.  Click “Add computer” at the bottom of your application and insert the generated link into any browser to install a new computer.

Simplified information panel with notes: Everything you need to know is now on one screen. In addition you can edit your computer description with the name of your choosing and include notes for each computer, customizing your remote access experience.

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3. File Manager has a new Simplified Toolbar

The File Manager toolbar is now easier to use than ever. We've cut the number of buttons in half, making the actions each button will perform easily recognizable. Now users can move files faster and more efficiently. In addition, instead of being brought to the C: drive each time you access the File Manager, you’ll go directly to your user profile.

That means fast, easy access to your documents. File Manager will also remember the last place you left off and bring you directly to that folder the next time you log in.

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4. Coming soon: Multi-Monitor Support!

You asked and we listened – Multi-Monitor-Support is on its way! A frequent request we’ve heard is “how can I move from single-monitor to multi-monitor display for remote access”? For that reason we’re updating LogMeIn Pro to easily configure real multi-monitor support so you can enjoy multiple remote monitors displayed 1:1 on your own monitor screens simultaneously without having to switch over.

 

         

Introducing the New Central

We’re rolling out new versions of our LogMeIn Central product line, each designed to deliver unique value to our IT customers, while making it far easier for each and every Central customer to get the right product – and the right capabilities – to meet their specific needs.

What’s new?

Starting this week, there will be three new versions of Central: Central Basic, Central Plus and Central Premier. The foundation of this simplified and improved offering is our signature remote access capabilities, including even faster remote access, some great new features to help better organize large groups of computers, new options to further secure access to your computers with two-factor authentication, as well as mobile and desktop app enhancements. And if that is all you are using today, then the Basic version will likely be a perfect fit.  For those customers who are using Central to empower remote workers, Central Plus offers state-of-the-art remote productivity capabilities like remote printing, multi-monitor support, and file transfer capabilities across ALL computers in an account. Designed for business-critical IT management and automation, Central Premier  delivers  advanced alerts and monitoring, One2Many automated tasks (and scripts), simplified Windows updates, reporting, self-healing alerts (including new mobile alerts), and new premium customer support.

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When will this be available?

The new versions of Central are being rolled out over the next few weeks to ALL current Central customers. So if you’re a Central customer, you will soon experience the new version of the product that best meets your needs – and you’ll get this new version for the remainder of your current subscription at no additional cost.  Customers can also choose to gain access to other versions immediately, should they choose, by contacting their account manager.

How will this impact pricing?

The new versions of Central should not only simplify how a customer chooses desired capabilities, but also how they purchase – and scale – their Central account to meet their specific organizational needs. In other words, the pricing has been created to best pair needs with value. One of the biggest changes with this move is the elimination of purchasing individual seats of LogMeIn Pro (for host computers) separate from Central. Pricing will be set simply based on the capabilities you use which translates into which version you need and the number of remote computers you’d like to remotely manage, access or support. For some customers, this will mean not only a more simplified purchasing, but an absolute reduction in total costs.  For others, it will provide a much better way to simplify payment for the value they expect and count on with Central.

Please note, that unless you choose to upgrade prior to the end of your current subscription, pricing won’t change until the time of your Central renewal.  To make the transition as smooth and seamless as possible you will  be notified 30-days in advance of your renewal.  We’ll provide you specific pricing information and details on the product you’ll have post renewal.

When and where can I learn more?

Once your Central account has been updated, you’ll experience the new features first hand We’re also carving out space in our community site, dedicated specifically to the new Central, where product specialists are happy to share more and answer any questions you may have. And in the coming days and weeks, we’ll be posting a whole new series on the Central blog featuring product demos, deep dives on new features, as well as tips & tricks that will help you get the most value out of your Central product.  So subscribe to the blog, check out the community, and keep a look out for the new Central update in your account.

         

For a Happy New Year, Go Back to Basics

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Happy New Year from join.me! To help sales professionals kick off the New Year right, we took a look back at all the research we’ve done in 2014 to compile some quick lessons. We found that much of our data and analysis over the past year supported some age-old lessons of selling. So while it’s a new year, continue to stick to these basics, and you’ll find success.

1)    Be on Time. Talk about basics! But there are true, measurable business implications to starting meetings a few minutes behind schedule. This year, 68% of senior executives reported to us that 95% of their meetings start late. These late starts add up to over 5 days of wasted time per year, and for a midsize organization, that adds up to over $5 million dollars in lost revenue. Consider that figure next time you take a few minutes getting a sales call up and running – how much money are you wasting?

2)    Collaboration = Success! In an ever-changing mobile and global workforce, sales leaders need to keep team collaboration a top priority. According to leadership effectiveness expert Jaclyn Kostner, workforce teams that collaborate the most often are 36% more productive than teams with less collaboration (video). Encouraging regular or impromptu ‘meeting of the minds’ within your sales teams can lead to new innovation, creativity, and solutions to problems you may not have even known about.

3)    Don’t let Tech Get in the Way. Frustrations with technology have been a part of the working world since… well, since ever. We did a study with InfoWorld on the most frustrating tech pain points for sales teams, specifically the many issues of legacy virtual meeting tools. The majority of business and IT execs agreed that new, cloud-based tools can enable an increase in frequency and number of prospect and customer meetings, among other benefits. So, don’t let cumbersome, legacy solutions stop you from maximizing your success and productivity.

4)    Stay on your Toes - Always. In this current sales atmosphere, you can close a deal anytime and from anywhere, even in just a few minutes.  According to our 2014 research report with conducted by Ovum, 35% of all meetings are unplanned and ad hoc, with 40% of respondents saying their personal ad hoc meeting behavior is increasing. As this trend continues next year, sales teams need to constantly stay up-to-date on what's happening with their current customers and prospects. Preparation for impromptu meetings can make all the difference.