Our customers enjoy the ease of LogMeIn Rescue by GoTo and our representatives do as well
October 01, 2024

Our customers enjoy the ease of LogMeIn Rescue by GoTo and our representatives do as well

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

Overall Satisfaction with LogMeIn Rescue by GoTo

We use LogMeIn Rescue by GoTo for all of our webroot remote assistance calls. So we have about 50 support reps across thje world who use this on a daily basis to assist customers with their machines and the webroot software. Without it, we would not be able to provide exceptional support

Pros

  • Great access to windows machines
  • The ability to start chats
  • The ability to easily transfer sessions

Cons

  • Your compatibility with Macs
  • The use of the file transfer option isnt always stable
  • I dont have numbers to provide but Webroot solely uses GoTo for remote desktop capabilities. Our customers enjoy the ease of use and our representatives do as well
  • One of the easiest remote access tools to use
Yes as a customer it is easy to use. Perhaps even better if there were less pop-ups and comptaiblity was better with Macs.
As an agent rescue really helped me connect with customers to provide great service and troubleshooting
We use this with external customers only and the peace of mind comes from using the software, explaining popups, allowin customers to end sessions if they need to
I've used logmein hundredsof times and the feedback from customers has always been good
Bomgar does a better job with Mac machines. When a remote connection freezes on LMi, we will switch to bomgar. Bomgar also allows monitoring of customer support systems where LMI does not.

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

Yes

Are you happy with LogMeIn Rescue's feature set?

No

Did LogMeIn Rescue live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue go as expected?

I wasn't involved with the implementation phase

Would you buy LogMeIn Rescue again?

Yes

1. best scenario is working with customers who are not tech savvy
2. worst case when you want to share the session with multiple parties

LogMeIn Rescue Feature Ratings

Remote Administration
7.8
File transfer
5
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
6
Remote management of servers & workstations
Not Rated
Remote Active Directory® management
Not Rated
Centralized management dashboard
9
Session record
9
Annotations
8
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

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