Item: Rescue
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

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 and Cons

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.

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.

Return on Investment

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.

Usability

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.

Support Rating

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.

Alternatives Considered

Webex Support Center and SolarWinds MSP Manager

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.

Likelihood to Recommend

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.

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

Overall Satisfaction with LogMeIn Rescue