TrustRadius
LogMeIn Rescue: The Best Remote Support Experience You Can Offer Your End-Users
https://www.trustradius.com/remote-desktopLogMeIn RescueUnspecified8207101
Patrick Kielion profile photo
January 18, 2019

LogMeIn Rescue: The Best Remote Support Experience You Can Offer Your End-Users

Score 10 out of 101
Vetted Review
Verified User
Review Source

Overall Satisfaction with LogMeIn Rescue

My Company utilizes LogMeIn Rescue as its primary remote support application. It is used by our front-line software support staff--as well as our developers, testers, trainers, and other roles. The application enables us to provide the best possible level of service to our clients by quickly and easily allowing our technicians to connect to the remote user. Once connected, the support person can see exactly what the remote user is seeing in real-time. Then, the technician can share or transfer the session with/to an escalation point if further assistance or analysis is needed. This high level of collaboration and interactivity helps us address the end user's question or issue as quickly as possible. This makes the user very happy because their request was addressed with minimal downtime or interruption.
  • Getting an End-User Connected is Extremely Easy: LogMeIn Rescue is, by far, the easiest remote support solution for an end-user...especially if the user is non-technical. The end-user is usually amazed at the ease of connection, and this helps take the anxiety out of the process for them. Their first experience is so favorable that the end-user is usually ready for us to connect on any subsequent calls. It is not uncommon for a user to ask us if we have "a 6-digit code" for them before we've even asked them to connect.
  • Session Connectivity Behavior is Completely Real-Time: I've used other remote support tools and, compared to them, LogMeIn Rescue has the absolute best behavior for the duration of the remote session. With other "solutions", you often see a delay in the action and the screen must "catch-up" to the point where both the technician and the end-user see the same thing. With Rescue, the interaction is completely real-time and both parties see the exact same thing as it is occurring.
  • Additional Tools Provided are Amazing: Compared to any other remote support application, LogMeIn Rescue has the most comprehensive set of standard tools available. You can transfer files, execute scripts, view remote system details, and more right from the Rescue console. Everything is right at your fingertips, and the user interface is very well designed. This makes the ease-of-use extremely high, and there is virtually no ramp-up period needed to use the software at a high-level capacity.
  • Support technicians/other technical staff have a higher level of job satisfaction because they have the best, and most reliable, remote support tool available.
  • Client users are more satisfied because support/other technical staff can address their questions or issues quickly, and with complete transparency.
  • Client organizations (as a whole) can accomplish more (and more quickly) since we can provide their users with the best service possible.
LogMeIn Rescue is the perfect remote support solution, regardless of the level of technician using it. Whether the person is new, or a seasoned support professional, Rescue is completely easy to begin using immediately. New users will appreciate the ease-of-use, and the fact that there is virtually no training required for the application. Intermediate to advanced users will appreciate the ability to share or transfer the session, as well as the additional built-in tools that help them complete their tasks. Above all, the end-user will value how easy it is to connect and it requires absolutely no technical knowledge to do so. LogMeIn Rescue is one of those rare solutions that is a "win" for everyone involved--every time.

LogMeIn Rescue Feature Ratings

Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
10
Annotations
10
Monitoring and Alerts
Not Rated
Multi-platform remote control
10