DeskRoll Remote Desktop vs. LogMeIn Rescue by GoTo

During the pandemic, our company worked remotely. Various staff in our company had technical difficulties or needed assistance installing software in order to work. DeskRoll Remote Desktop helped us to make this process seamless. Rather than deal with the aggravation of trying to walk someone through something over the phone, we were able to get things established in a simple, easy way.

Incentivized

LogMeIn Rescue by GoTo's remote administator logon works fine, the auto-reconnect works fine, the remote reboot works fine. The direct transfer of an installation file or log file would be a time-saver, but that perhaps exceeds the capacities of this tool. Our customers are in Switzerland can have computers in the wrong language for us, it could help when the other language support colleague could directly join, but the wrong region blocks totally for them, the trusted contact relationship between two LogMeIn users would help a lot, as an alternative list of partners whom we could also invite in a session (by default, we cannot add them at all).

Incentivized

• Ability to remote in at any time
• Can support unlimited clients with hardware and software issues
• Multiple remote client logins
• Cost!

Incentivized

• LogMeIn Rescue does a great job of allowing access to our clients computer screens.
• LogMeIn Rescue does a great job of allowing me as an admin to monitor my technicians.
• LogMeIn Rescue does a great job of allowing me as an admin to pull daily, weekly and monthly stat reports.
• LogMeIn Rescue does a great job of allowing me as an admin to view my technician's chat logs.

Incentivized

• It could be more cost-effective.
• It could include better "help" or "how-to" sections for people who are not as tech savvy.

Incentivized

• one of the prompt in windows users is not vissible, somethimes users missed it and you must start from scratch
• more documentation for apple users
• never could record a session, all the time was a permissions issue, don't know how to do it

Incentivized

We may continue using Logmein as it is the best remote support application in terms of connection latency and control. However, since several of our client sites have stricter security policies they block this application and we have to switch to other ways which is inconvenient

Incentivized

From an End User perspective it was a little tricky to engage some of our less technical users in the beginning, but as with most things once your initial deployment settles you find a solution that works - setting up unattended access on our devices worked through this initial barrier. Agent wise our technicians love the flexible/secure way of working Rescue enables them to adopt and develop around each end user' needs.

Incentivized

Log me in has never failed me

Incentivized

no complaints

Incentivized

I'd say support for LogMeIn is ideal because I haven't ever been in a situation where additional support was necessary. The program runs so efficiently and simply that nothing was needed beyond initial training that was provided by my company. I am saying this as a user that strictly uses the technician console

Incentivized

Make sure you have your LogMeIn Rescue account sign-in details handy when installing on multiple support systems.

Incentivized

Cost, ease of use, file transfer and chat capabilities.

Incentivized

2 of the 3 were good, maybe as good as Rescue. One was horrible and we were worse off than before we used it. Our bottomline is all things being equal, we would prefer to work with one company's products and we have had no issues with any of Logmein.

Incentivized

it's perfect

Incentivized

• It saved time, which always saves money!
• It allowed us to save money on additional software licensing - we now use Quickbooks through the use of DeskRoll Remote Desktop.
• DeskRoll Remote Desktop allowed us to transition to work-from-home easily, which saved us valuable time during the pandemic.

Incentivized

• It helps us to increase our remote resolution from offshore personnel, so you can redeploy the activity of a local resource at your facility to specifically address more of the hardware or physical IT problems.
• Increase FCR "First Call Resolution" if you have this within your SLA
• Improve end user experience, Non IT personnel doesn't have to struggle explaining an issue, it makes it very easy once you get on the affected user computer.

Incentivized