We have been rescued by LogMeIn Rescue, why you should too!
August 19, 2019

We have been rescued by LogMeIn Rescue, why you should too!

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

Overall Satisfaction with LogMeIn Rescue

We use the software to remotely access and support offices' technical issues. It is currently used in our Technical Support department, but we are slowly adding users from other departments. It allows us to assist our offices much easier than previously used products, and integration with our chat-based support solution is a big bonus.

Pros

  • Easy to use, both by support technicians and end-users, to get connected. As our end users are not typically well-versed when it comes to technology, the easier we can get remoted in and helping, the better.
  • On a similar point, the Calling Card feature is excellent. It allows an already simple process for connecting to remote users to be even easier.
  • Reporting: Very granular reporting on all usage aspects of the software. Great for keeping tabs on exactly how the software is being used, as well as survey results for support sessions.

Cons

  • More integration with newer chat products offered from LogMeIn would be helpful.
  • The calling card feature currently only allows one setup to be deployed. Adding the ability to setup different Calling Cards could be helpful across our business.
  • Increased efficiency due to chat integration.
  • Increased efficiency due to less time fighting to get the remote access to work as we had with our previous software.
The software is very easy to use and train. Agents are able to get up and running with the software quickly, and the features are all readily available to them to use without being too busy.
The Rescue support team is great! Always quick to answer when questions arise and happy to review the account settings with you or teach you tricks with the software. They also regularly schedule webinars and Q&A sessions to help you become more familiar with the software and ideas to improve its usage.
Much better connectivity and performance than Webex in our experience. The MSP platform was very robust and contained a lot of management features that are not available within Rescue since it does not have an agent deployed on all the machines. However, its remote access capability was very problematic for our organization, and Rescue worked like a dream.
This is really a great tool if you need easy-to-use remote access to an end user's PC and provides very transparent access to the end-user. It does require interaction on the other end to start the session in most cases. Unattended access is available, but with limited setup options and not indefinitely without user input.

LogMeIn Rescue by GoTo Feature Ratings

Screen sharing
10
File transfer
10
Instant message
10
Over-the-Internet remote session
10
Remote management of servers & workstations
10
Centralized management dashboard
10
Session record
10
Annotations
10
Multi-platform remote control
10

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