The best remote access tool for supporting users.
January 16, 2019
The best remote access tool for supporting users.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with LogMeIn Rescue
We have been using LogMeIn to provide remote support to our customers for a while now. In some scenarios our support team needs to be able to connect, control and see what is going on at the customer's end. And we use LogMeIn in to accomplish that. Currently my entire team uses this for remote support. The biggest benefit we get from it is that it saves us a lot of time that would otherwise be spent on a phone with a client. Now we can just take the remote control, work on the problem and call the clients back when things are up and running again. It has also led to our customers being happier since they are spending less time on the phone and troubleshooting with us.
Pros
- It is very easy to connect to a remote computer using this even if the user at the other end is not tech savvy.
- It is reliable. We can't think of too many outages or instances over the last two years where we couldn't use it for an extended period of time. Very little downtime.
- It works across PCs and Macs.
- Automatic re-connecting options are excellent. You can reconnect from Safe mode, after a reboot and even after the loss of internet connection.
- Built-in chat tool is excellent.
Cons
- It is more expensive than some of the other options.
- Sometimes has issues with admin privileges in Windows PCs.
- It has reduced the on-call time for our team. They can connect to a user, get off the phone and work remotely with this.
- Improved customer satisfaction. Our clients no longer have to stay on the phone with us to fix problems.
- It has also improved our quality of support. Being able to connect to the customer's PC remotely opens up more options to fix issues.
We used a trial version of a few other alternatives but this was the one that consistently had the least number of problems. We also liked that it functioned well in slow speed scenarios. Plus it had a more complete feature set than the other competitors we trialled.
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