LogMeIn makes technical support a lot easier.
January 18, 2019
LogMeIn makes technical support a lot easier.
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with LogMeIn Rescue by GoTo
The support technicians in my company all use LogMeIn Rescue and it's great. It allows us to assume just as much control as is needed, and everything can be rejected at any time by the user. This is important because we routinely have to log into people's servers, and having the peace of mind that they are in control in many cases is what allows us to convince them to let us in. LogMeIn Rescue is an invaluable tool and I would not want to do my job without it.
- LogMeIn Rescue is friendly to the customer because of the six-digit codes. Other offerings have nine digit codes which the customers generally have trouble remembering long enough to enter them. It makes connecting less difficult.
- The fact that LogMeIn Rescue can remember login credentials without having to ask for their password is invaluable. Once again this goes towards peace of mind, not only for the customer but for us. If a customer's machine falls victim to hacking or spyware, it is good for us to be able to say that we do not know their passwords and thus weren't responsible.
- The interface is simple and very easy to master. I came into this job from another similar position that used Webex. I still have nightmares about it. Learning LogMeIn was painless and very much more stable and useful.
- Throughput could be improved. The biggest problem I have is when the connection slows to a crawl and I have to walk the customer through a complicated procedure because I cannot see their screen.
- Security management: There are times when UAC or smart screen interferes, and that's to be expected, but even if we're not allowed to click on things we still need to be able to see what they're seeing. Too many times I've had users have to read out huge errors that make no sense to me so I can send them to our dev.
- The clipboard sharing is unreliable and definitely doesn't work well when you're in a customer's machine that is remoted into another.
- When customers find out we're willing to do the installation for them via LogMeIn, they are more likely to buy.
- Cisco WebEx Room Series (formerly Cisco Spark Room Series)
When I Was using WebEx six years ago, it constantly crashed and sessions would fail before starting. LogMeIn Rescue, while still occasionally crashing or losing a session, does so very rarely.