Item: LogMeIn Rescue by GoTo
Rating: 1
Author: Verified User

Use Cases and Deployment Scope

We are using LogMeIn to provide remote support to digital devices for daily-type tech problems, such as email support, browsing support, social media use, etc. As we are still a startup, right now there are only three technicians that use it. We use it to remote into our customers' devices, being able to control Android and PC, while only viewing iOS devices.

Pros and Cons

Customization of settings at various levels (Admin, tech groups, technicians).
Login security.

Tech user interface is not easy on the eyes, could be made to be more intuitive.
The admin control center is super complicated with way too many rabbit holes to go down.
When a user closes a session, let's say by accident, it's extremely hard to get another going because Rescue thinks that there's still a session in progress. Very frustrating and annoying.
I have noticed that the Calling Card Applet download rarely goes as planned, and is hard to understand for most of our customers. Most times, I have to redirect them to logmein123.com to start a session, which completely defeats the purpose.
They could make the program more affordable for what you get. Most expensive option out there I believe.
They use SMS credits for sending links but after six months I still haven't found how to buy them. Also, when I was inquiring about signing on, the rep I talked to (Kurt) told me that it was free to send SMS session links, so that was unexpected and unfortunate.
Support articles are basically useless and do not cover or explain most issues.
Support is basically useless. They just refer you to the existing support articles, and will not actually put in any effort to help with issues that are not covered in the support articles.

Return on Investment

Cost per tech license makes this extremely hard to justify cost and ROI.
Cost is too much for the headaches we've encountered.

Alternatives Considered

BeyondTrust Remote Support (Legacy)

Key Insights

Do you think LogMeIn Rescue by GoTo delivers good value for the price?

Are you happy with LogMeIn Rescue by GoTo's feature set?

Did LogMeIn Rescue by GoTo live up to sales and marketing promises?

Did implementation of LogMeIn Rescue by GoTo go as expected?

Would you buy LogMeIn Rescue by GoTo again?

Other Software Used

CloudTalk, Twilio SendGrid, LastPass for Business

Likelihood to Recommend

For scenarios where LogMeIn is well-suited, I would have to say probably where security is absolutely crucial, as that is one thing they do well. In most cases, it's overkill, but there are scenarios where it would come in useful. For example, to start a session, there is an abundance of steps to initiate it. For scenarios where it is less appropriate, I'd say when you're dealing with anyone who is not tech-savvy. It's not the greatest flow to start a remote session.

Rescue is overpriced and lots of issues

Overall Satisfaction with LogMeIn Rescue