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LogMeIn has never LetMeDown 10/10
August 14, 2019

LogMeIn has never LetMeDown 10/10

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogMeIn Rescue

My company's customer support department uses LogMeIn to assist callers with questions or issues, To record or capture images errors or bugs, to provide intro education to new customers. It is also used by my department to provide support to our remote employees if they have any issues or the need to install any new software. Management also uses the monitoring function to confirm the customer support staff is following correct protocols when logging in with customers.
  • LogMeIn effectively allows me as IT professional to take control with administrative rights and perform maintenance remotely.
  • LogMeIn has a quick and easy to use file transfer functionality making it easy for our company to provide training materials and reference documents well on a call with customers.
  • LogMeIn has reliable and trustworthy security in place allowing for my company to safely use it for our work that heavily involves sensitive information.
  • The only con I have is regarding the video recordings, they are either not in real time or have a low frame rate. The result is what appears to be a slightly sped up recording. This has never resulted any setbacks, only momentary confusion for some reviews of reporting of bugs.
  • Constantly easy to use tool allows for our company to handle calls more effectively, increasing our one call resolutions significantly.
I have been using LogMeIn for over 4 years and have never had issues with it or experienced a single second of downtime. The product is consistently reliable and in our company reliability is one the most important factors. Combine that with the fact that it is easy to use and pact with features i see no reason why this would not be a 10 out of 10.
I have only needed to utilize the customer support function once and this was to verify a simple question before moving forward with a change to our administrative users. The hold time was very little; I was speaking with a human being within three minutes of starting the call. My question was answered; the call took a total of six minutes. For me hold time is critical. A person should never be on hold for more than 10 minutes and for this call I was on for much much less.
This product was in place upon my arrival at the company and have found no reason to ever research or test an alternative. Should I ever leave for another company and a product like this is needed this will be my first choice.
My company provides software for a very specific field and it is a requirement by the state government for this type of software to be used, as a result we have a large amount of customers who are not very technical and can not easily or clearly describe their issues. LogMeIn easily allows for our customer support representatives to establish a session and have the customers show them exactly what they are experiencing. Providing support with out the use of LogMeIn who be next to impossible.

LogMeIn Rescue by GoTo Feature Ratings

Remote Administration
9.9
Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
10
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
10
Remote management of servers & workstations
10
Remote Active Directory® management
10
Centralized management dashboard
10
Session record
9
Annotations
10
Monitoring and Alerts
10
Multi-platform remote control
10

Using LogMeIn Rescue

60 - LogMeIn is mostly used by our Customer Support Call Center and then our much smaller IT department.