Item: LogMeIn Rescue by GoTo
Rating: 9
Author: Verified User

Use Cases and Deployment Scope

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.

Pros and Cons

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.

Return on Investment

Currently, 140 employees use Rescue on a daily basis, with an average of 1,100 sessions a day.

Alternatives Considered

TeamViewer

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.

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?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue by GoTo go as expected?

I wasn't involved with the implementation phase

Would you buy LogMeIn Rescue by GoTo again?

Yes

Likelihood to Recommend

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.

Rescue makes our client services team more effective

Overall Satisfaction with Rescue