Item: LogMeIn Rescue by GoTo
Rating: 10
Author: Verified User

Use Cases and Deployment Scope

The software is used to provide troubleshooting and assistance with our application and hardware-related issues. The issues that I've found related to the scheduling of the active hours of the calling cards. We have different operating hours on the weekends and only 1 calling card application linked to the software. If it were possible to have different hours for each day for a single calling card that would be nice. At the moment we have it set so that during our nonbusiness hours on the weekend for the main calling card, it forwards to a download link for our weekend calling card in order for customers to not wait during nonbusiness hours on weekends.

Pros and Cons

The rescue lens feature has come in handy to save us plenty of times. being able to have eyes on the end users' side to see how things are actually physically connected.
Having the ability to collaborate with other technicians is a feature that I have not seen in other applications. normally the other person has to connect as well which results in lowered connection speed on the end user's side since 2 connections are running.
The tools to be able to locate and audit sessions are also very valuable for measuring the performance of my technicians.

It would be nice to be able to have a keyword search feature for chatlogs or sessions in order to find them a little easier.
Be able to use a single calling card application with different daily operating hours and not just a single start and end time for the calling card in general.
Remote viewing and control support for iPads

Return on Investment

We have found solutions that are much less expensive that would save over $400 per month.

Alternatives Considered

Splashtop

At the time we were considering it as they were supposed to have iPad remote control support. They didn't deliver, we haven't looked into it further.

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?

Yes

Would you buy LogMeIn Rescue by GoTo again?

Yes

Other Software Used

Salesforce CMS, Chargify

Likelihood to Recommend

It is much more secure I feel. with other applications, our customers have expressed concerns with the ability of a technician to gain access to their computer at any time without consent. Although Logmein allows that ability with the unattended access setup it is not the default way to start a remote session, so the customer can feel more at ease knowing that we are not spying or can gain access without their expressed permission or desire.

All the features you need

Overall Satisfaction with Rescue