John Purcell is Director of Customer Care Products at LogMeIn, Inc. In this role, he is responsible for growing the Customer Care business by shaping vision, solution strategy and product direction. John’s team creates application user experiences that delight customer care agents and empower them to fully satisfy customers.
John has developed deep, hands-on experience solving customer support problems and frequently shares his insights via speaking engagements at industry events held by orgainzations such as the Help Desk Institute (HDI) and Technology Services Industry Association (TSIA). In doing so, he helps companies evolve their support organizations in order to overcome new challenges and capitalize on fresh opportunities.
More specifically, John was one of the first in the industry to discuss how social media and the proliferation of smartphones, tablets and other mobile devices are critical new factors in the customer exerience. He often advises on how to integrate social, chat and support technologies to create a proactive customer management approach, which results in happier and more loyal customers.
Prior to joining LogMeIn, John spent 12 years in the mobile telecommunications industry, and held senior technology, sales, and business development roles at LogicaCMG (now Acision) and Red Bend Software.