LogMeIn Rescue: The Best Remote Support Experience You Can Offer Your End-Users
January 19, 2019
LogMeIn Rescue: The Best Remote Support Experience You Can Offer Your End-Users
Score 10 out of 10
Vetted Review
Verified User
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.