As smartphones become more sophisticated one of the challenges facing the mobile industry is that the users of these devices are becoming more diverse, or to put it more bluntly – not so smart. As a result the support challenges are becoming more significant.

An issue for operators (the usual recipient of the support call) is that a simple voice dialog between the customer and support center can be an inefficient way of resolving problem with smartphone use: Showing the user what they need to do would be a lot more effective.

LogMeIn Rescure provides a mechanism to achieve just this. It enables a member of an operator's support staff to take control of a user's device, with a user's permission. Once the support person is logged in they can interact with the device's UI, as well as see such information as the device's file structure or examine cpu, memory, and active processes.

The version for S60 is currently in development, so the demonstration at WMC only provided for the basic device control: the device profile features are not yet working. However, LogMeIn was still impressive. The response on the demonstration device – a Nokia E61 was almost instantaneous.

LogMeIn are, by their own admission, Windows experts. The version of the device client for Symbian has been ported from the C++ code used in the Windows Mobile version. It was therefore interesting to contrast the performance of LogMeIn Rescue on the Windows Mobile device, used to illustrate some of the yet to be implemented features (such as the ability to draw on the UI, whiteboard style.) Whereas the Nokia E61 responded with no noticeable delay to the action taken on the support console, the Windows Mobile device lagged behind noticeably.

The full version of LogMeIn Rescue for S60 is expected to be available later this year. When it is LogMeIn will offer a full 2 month trial from its Web site.

WMC has been packed solid for the last three days. Even at 6pm on day 3 there was no letup in the pace. Talking to one or two of the show veterans, they noted how the event has changed, from one that was essentially for operators to talk to network suppliers and handset vendors, to an event which spans the entire mobile value chain.

Finally it is worth noting that the Fira is a spectacular venue that offers its own unique diversions from the unrelenting barrage of mobile technologies.