Item: LogMeIn Resolve
Rating: 10
Author: Fred Jepson

Overall Satisfaction with GoTo Resolve

Use Cases and Deployment Scope

I have used GoTo Assist (now GoTo Resolve) for almost a decade to remotely support customers using our flagship real estate brokerage accounting software solution for challenges escalated from general support staff on issues requiring more specialized technical expertise. I use this product for all challenges requiring joining the user on their computer or server desktop in order to investigate and troubleshoot issues impacting our product. Over half of all calls escalated to my department require remote support, so I use GoToResolve multiple times daily.

Pros and Cons

Pros

Easy to open a session by email to the customer or verbally over the phone
File transfer utility is second to none
Ability to reboot or open unattended sessions means less reliance on the customer for required actions

Cons

The URL for opening a session is not easily conveyed over the phone

Return on Investment

Robust capabilities mean customer's challenges are addressed in one session and far less time than ping-pong email exchanges that can last weeks.
Eyes-on-the-desktop means I am not at the customer's mercy as far as their paraphrasing of errors, etc. or incomplete relay of necessary details, which can be very frustrating when you are trying to help them. When I can see for myself what is taking place the resolution is placed within reach.
The ability to invite my Team Lead into my support session for guidance/assistance on particularly complex challenges allows us to work an issue together instead of dragging out the time-to-resolve by having to resort to a linear escalation handoff.

Usability

I gave it a 9 due to the degree of change/difference between the GoTo Assist and GoTo Resolve interfaces, which meant a little more paint left on the guardrail of the learning curve than I would have liked. But that's as much a reflection on me as on GoTo Resolve - so I give myself a 9 as well.

All in One Platform

It has made itself invaluable as a remote support tool, and is easy to justify as well as resist any notion of switching to another remote support utility. "...when you pry it from my cold, dead fingers" is, if I recall, my response to any implication of utilizing something other GoTo products for our small tech support team. I believe I follow that up with a "Good day to you, sir. I SAID GOOD DAY!"

Key Insights

Do you think LogMeIn Resolve delivers good value for the price?

Yes

Are you happy with LogMeIn Resolve's feature set?

Yes

Did LogMeIn Resolve live up to sales and marketing promises?

Yes

Did implementation of LogMeIn Resolve go as expected?

I wasn't involved with the implementation phase

Would you buy LogMeIn Resolve again?

Yes

Likelihood to Recommend

Any time a challenge requires eyes-on-the-desktop or boots-on-the-ground in order to see what the customer is seeing, observing how closely they are following instructions, or investigating operating environment factors that are impacting your products, GoTo Resolve is your go to solution - it's almost as effective as being onsite, and a LOT more convenient than having to be there.

As for scenarios where it is less appropriate, that would be scenarios that do not require remote support. To use it for a webinar, for example, would be like using a flamethrower to light birthday candles - it can certainly do the job but might be overkill.

LogMeIn Resolve Feature Ratings

Comments

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You can take my GoTo Resolve when you pry it from my cold, dead fingers...