Rescue makes our client services team more effective
August 16, 2022

Rescue makes our client services team more effective

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Rescue

Rescue is used by the Client Services, Training, and Engineering departments to connect with clients in order to assist with troubleshooting software issues and training new clients. Rescue enables us to connect to client environments and take control. It is so much easier than trying to talk clients through issues blindly, hoping that you are looking at the same area of the software.
  • Allows technician to take control of client's computer
  • Allows technician to retrieve database backups for in-house examination
  • Allows technician to upload files to clients
  • It can be confusing getting some clients connected. The log-in page after clients input the PIN could be clearer. Clients get confused as to whether it is actually downloading or not.
  • Expand the length of time to successfully make the connection. The 5-minute time-out is not long enough for clients who either have slow internet or are not computer savvy.
  • Allow non-lead technicians to share the connection with someone else or another technician.
  • Currently, 140 employees use Rescue on a daily basis, with an average of 1,100 sessions a day.
I have used TeamViewer when a client was not able to connect via Rescue and already had TeamViewer installed on their system. I found it took longer to do the same things that I was able to do with Rescue.

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Rescue makes training easier as it allows the Trainer to use the client's information instead of showing their own generic database. Working with the client's own database helps the training stick with the client. Rescue makes customer support easier as it puts everyone on the same page and allows the technician to take over the computer and do what is needed without having to walk clients through possibly complicated and potentially destructive steps in the case of tech support. Rescue make in-house training possible as an experienced technician can show a less experienced technician how to assist clients.

LogMeIn Rescue by GoTo Feature Ratings

Screen sharing
File transfer
Over-the-Internet remote session
Session record
Monitoring and Alerts
Multi-platform remote control