Item: LogMeIn Rescue by GoTo
Rating: 10
Author: Ralph John Quisto

Use Cases and Deployment Scope

We are using LogMeIn Rescue [in] our department to cater customer support to our customers. It helps us resolve customer concerns, do some troubleshooting, and assist customers on how to navigate things from their end. LogMeIn Rescue is a great chat and remote connection tool, [which] makes it easy for our customer service to assist the needs of our customers. LogMeIn Rescue is used not only to support our customers but to support our own peers. We utilize the remote connection capability of the software to easily work on our peer's computers and easily discuss what needs to be done. [It has] great reports as well for viewing productions for the team, [and an] easy to navigate interface. Very [user friendly], you won't have a hard time learning and understanding [...] how to use the system. Great themes that help workers to work comfortably with the system. LogMeIn Rescue does have lots of features that help [to] provide support more handily. They do have [a] marker which makes it easy for you to show [...] your customer what you would like [...] for them to see and to understand. This helps you explain the items in detail and much faster in an easier way. There are also the canned responses and the canned linked section, which helps you better and easily communicate with your customer.

Pros and Cons

Chat channel
Remote connection
File transfer
Reporting

Applet not working
Customers [have problems] running the downloaded applet
Customers [have problems] getting connected remotely

Return on Investment

Great customer feedback
Easy to use
Only problem is that there are some connection problems

Alternatives Considered

LogMeIn Rescue

We don't have any other tools or software. We only use LogMeIn Rescue in our business. This is our primary source or tool in providing quality support to our customers. It has so many features that you could use to bring out your business's best potential in serving its customer. Quality is the priority of this software as it brings you so many features that you could use like the share screen option, file transfer [...], and creating private sessions with ease.

Key Insights

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

Yes

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

Yes

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

Yes

Did implementation of LogMeIn Rescue by GoTo go as expected?

Yes

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

Microsoft Excel, Microsoft 365 (formerly Office 365), LogMeIn Central

Likelihood to Recommend

LogMeIn Rescue is well suited [in] our line of [work] as it has so many features and functions that help us help/troubleshoot our customer's concerns. This tool makes it easy with the remote connection feature, where it enables us to work on the customers' computers without a problem. It does have a safety measure where you can just remote in and don't have access (if clients are strict with their access) or get connected and have full access to the computer. This gives us the opportunity to troubleshoot what is needed on the client's computer. It [has] a record feature where we can record what we are doing remotely, [which] can serve as a training opportunity or refresher course or something to review afterward. It has the Pencil Mark feature where you can use [it] to walk [your customer through] how to and where to go with instructions on the screen. This gives them easy-to-follow instructions and makes their work easy as well. The reports are easy to run as well. There are various reports that help us understand our performance from day to day, week to week, and monthly performance. This saves a lot more time using LogMeIn Rescue.

Logmein to the Rescue

Overall Satisfaction with LogMeIn Rescue