Highly Recommend LogMeIn Rescue For Any Technical Support Company!
Updated December 12, 2024

Highly Recommend LogMeIn Rescue For Any Technical Support Company!

Jennifer Glover | TrustRadius Reviewer
Score 6 out of 10
Vetted Review
Verified User

Overall Satisfaction with LogMeIn Rescue by GoTo

We use LogMeIn Rescue to remote connect to our clients computers when they initially sign up with our software so that we can train the client on how to operate the software. We also use LogMeIn Rescue to provide tech support to our existing clients in order to be able to see exactly what they are seeing on their screen and to provide a much more effective tech support experience.

Pros

  • LogMeIn Rescue does a great job of allowing access to our clients computer screens.
  • LogMeIn Rescue does a great job of allowing me as an admin to monitor my technicians.
  • LogMeIn Rescue does a great job of allowing me as an admin to pull daily, weekly and monthly stat reports.
  • LogMeIn Rescue does a great job of allowing me as an admin to view my technician's chat logs.

Cons

  • From the admin side, since the update, when viewing data, you have to scroll down to see the generated HTML report. This was not an issue prior to the update.
  • From the admin side, it would be nice to be able to limit the number of session for 1 technician and not have to limit the number for the entire group.
  • From the technician side, the connection speed has slowed down a good bit. It would be nice for this to increase.
  • From the technician side, the login screen is supposed to have information about LogMeIn Rescue, however, that has disappeared from several of the technicians screens.
  • Prior to LogMeIn Rescue our software trainers and technicians had to go onsite to our clients for training and support. Since our clients are located in all states in the United States and in 9 different countries, the cost of travel was more than triple the cost of LogMeIn.
  • Prior to LogMeIn Rescue it would not be possible to have our clients in all states in the United States and in 9 different countries. The cost of travel along with the lost work time for the travel would be tens of thousands of dollars more than we would make for the services we offer.
  • Prior to LogMeIn Rescue we could not facilitate the number of clients we are able to service which would massively lower the number of clients and therefore lower the income base for our company.
From an end user, which I have been with companies that provide service to me, LogMeIn Rescue is very simple to use. And from speaking with our clients, some of which have little to no technical knowledge, they love LogMeIn Rescue.

From an Agent point of view, LogMeIn Rescue has made it much easier to provide support to our end users as we can connect directly to their screen so they can show us what they need assistance with.
Since our clients have to click to connect to support and download the session each time they need to connect with a technician, it is extremely secure. Any previously downloaded sessions are no longer available to be used. This makes the connection very secure for our end users and offers peace of mind because they know our technicians cannot just access their screen at any time. Also, after they connect, they have to approve the technicians access to their screen and can revoke that access at any time during the session.
I personally feel that LogMeIn Rescue offers peace of mind to our end users and upholds the reputation of our company because of the multi level access options. Knowing that just downloading to connect does not give someone complete access is a huge factor for a lot of people because they may have sensitive data on their screen. So the secondary course of action where they have to allow the technician to view their screen gives them the option to either not allow the access or to close any sensitive data. And finally, the fact that they can close the access at any time and know that a technician cannot just restart the screen control and sharing without the end user downloading a new session is a phenomenal safety feature.
It would be great if LogMeIn would allow the customization by technician on several features and not just on the technician group. I have new technicians that I would love to be able to limit the number of sessions they are taking until they are ready to bump to the next level, but this is not an option.

It would also be wonderful to be able to go into my admin console and close a technician out that has forgotten to close out for the day.

Finally, it would be wonderful to be able to set in up so that the incoming tech support sessions did not alert all techs at one time. But instead, alerted active techs with no sessions first, then moved to techs with a low number of active sessions and finally moved to techs that were handling a large number of active sessions.

Prior to LogMeIn Rescue we used Go To Assist. However, Go To Assist did not offer everything we needed in order to be able to support our clients. Since the switch to LogMeIn Rescue, we have many more options that allow us to not only better assist our clients, but to do so with very little effort.

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

Yes

Are you happy with LogMeIn Rescue's feature set?

Yes

Did LogMeIn Rescue live up to sales and marketing promises?

Yes

Did implementation of LogMeIn Rescue go as expected?

Yes

Would you buy LogMeIn Rescue again?

Yes

LogMeIn Rescue is a wonderful tool if you are offering any kind of software to clients that require the need for you to access their screen. It is also a wonderful tool for your clients as they can click to connect to support and connect with you for any tech support needs they may have. The only time I feel like LogMeIn Rescue would be less appropriate is if you are working with clients that have secure data on their computers that should not be viewed by others, even tech support.

LogMeIn Rescue Feature Ratings

Remote Administration
10.0
Screen sharing
10
File transfer
10
Instant message
10
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
10
Session record
10
Annotations
Not Rated
Monitoring and Alerts
10
Multi-platform remote control
10

Using LogMeIn Rescue by GoTo

7 - Each of the 7 individuals that use LogMeIn Rescue are training and technical support agents for our company. The full breakdown of these individuals is as follows: 4 of these individuals are training and tech support only users, 2 of those individuals are programmers for our company and 3 of those individuals are owners in our company.
2 - In our company, both of the 2 individuals that use LogMeIn Rescue and support LogMeIn Rescue in-house are programmers for our software. One of those individuals is an senior level programmer and the other is a junior level programmer. Both of which are able to support LogMeIn Rescue with very little effort.
  • Client Trainings
  • Client Tech Support
  • Potential Client Demos
  • In-House Trainings for our Tech Team
  • We have created an upload from the LogMeIn Rescue export that allows us to monitor how much time technicians are spending with each of our clients.
  • We have created an upload from the LogMeIn Rescue export that allows us to monitor how many times our clients are connecting to support in order to gauge if certain clients need more training.
  • We have created an upload from the LogMeIn Rescue export that allows us to monitor how many actual work hours our technicians are clocking as all of our technicians work remotely from multiple states.
  • I foresee our company starting to use the session recording option in the future instead of using StartMeeting.
  • I can also see our company utilizing LogMeIn Rescue for our other online programs that we offer, but have not truly started to market.
Since we have not had anything other than a couple minor hiccups with LogMeIn Rescue and due to the overwhelming success we have had in implementing as well as utilizing LogMeIn Rescue, I cannot see any reason why would consider looking elsewhere. Overall, we have been highly satisfied with LogMeIn Rescue and have no intentions of making a switch.

Evaluating LogMeIn Rescue by GoTo and Competitors

Yes - LogMeIn Rescue replaced Go To Assist because LogMeIn Rescue offered many more features that our company required in order to support our clients along with many other features that we did not even realize were options at the time we made the switch, but have found to be very beneficial.
  • Integration with Other Systems
  • Ease of Use
  • Other
The most important factor in our decision to go with LogMeIn Rescue was the integration with our software system. We needed it to be able to be a button that our clients could click on within our software system so that the end user did not have to go outside of the program to connect with a support representative.
I honestly cannot say that I would change anything about our evaluation and selection process. Outside of a few glitches, LogMeIn Rescue satisfies all of our company needs to support our clients and give our clients a sense of security in being able to connect with ease to our technicians.

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