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

Use Cases and Deployment Scope

We use rescue to take control of our customer's machines to facilitate installations as well as diagnosing/repairing software issues. We also use it to gather data and screen shots for development purposes as well as view demonstrations of what the customers are looking for when requesting features or new functionality. This also comes in handy when handling general tech issues with my colleagues since most of us work from home.

Pros and Cons

Remote control of customer desktops
Reconnect after a reboot

File transfer speeds are slow
Reconnecting after rebooting can be tricky
Sometimes customers can be confused as to the next step after downloading the executable.

Return on Investment

It vastly improves the scope of what we can do to assist customers as well as frees them from lengthy, confusing installations.
The ability to jump in and control a customer's machine to fix or diagnose an issue drastically reduces call lengths, leading to each technician being able to take more calls.

Alternatives Considered

Cisco Webex Social (Discontinued)

Rescue is by no small margin superior to Webex. Webex was unreliable, required a nine-digit code and confused customers when trying to establish connections. At the time it also did not allow you to automatically reconnect after a reboot, meaning we'd have to manually reconnect each time. I also recall it being generally slower during screen sharing connections.

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

Other Software Used

GoldMine, Zendesk Support Suite, Microsoft SQL Server

Likelihood to Recommend

Rescue works great in my situation where I work from home and service customer machines. It appears to securely allow control while giving the customer the power to disconnect me at any time should they need to, giving them peace of mind as well. It's ability to be used to connect to any where from anywhere is also great and lends flexibility.

Rescue is an invaluable tool especially with the increase of work-at-home environments.

Overall Satisfaction with Rescue