Rescue makes our client services team more effective
August 16, 2022
Rescue makes our client services team more effective
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Rescue
Rescue is used by the Client Services, Training, and Engineering departments to connect with clients in order to assist with troubleshooting software issues and training new clients. Rescue enables us to connect to client environments and take control. It is so much easier than trying to talk clients through issues blindly, hoping that you are looking at the same area of the software.
- Allows technician to take control of client's computer
- Allows technician to retrieve database backups for in-house examination
- Allows technician to upload files to clients
- It can be confusing getting some clients connected. The log-in page after clients input the PIN could be clearer. Clients get confused as to whether it is actually downloading or not.
- Expand the length of time to successfully make the connection. The 5-minute time-out is not long enough for clients who either have slow internet or are not computer savvy.
- Allow non-lead technicians to share the connection with someone else or another technician.
- Currently, 140 employees use Rescue on a daily basis, with an average of 1,100 sessions a day.
I have used TeamViewer when a client was not able to connect via Rescue and already had TeamViewer installed on their system. I found it took longer to do the same things that I was able to do with Rescue.
Do you think LogMeIn Rescue by GoTo delivers good value for the price?
Yes
Are you happy with LogMeIn Rescue by GoTo's feature set?
Yes
Did LogMeIn Rescue by GoTo live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of LogMeIn Rescue by GoTo go as expected?
I wasn't involved with the implementation phase
Would you buy LogMeIn Rescue by GoTo again?
Yes