Item: LogMeIn Rescue
Rating: 10
Author: Gabriel Snead

Overall Satisfaction with Rescue

Use Cases and Deployment Scope

Rescue helps us support our software users remotely. The ability to connect to the end user having an issues is invaluable. Seeing first hand allows us to quickly trouble shoot and resolve issues our users are facing which makes support easier and more effective. Rescue is a solution that meets our needs for making customer support simple for us and the end user.

Pros and Cons

Pros

It is simple to use and manage
Provides a tool we need to access and work with remote users
Allows us to see what the end user is dealing with
sharing files to a remote machine

Cons

The Mac OS app feels a little slow
Unattended access can be hard to manage with Mac OS

Return on Investment

Much easier than sending people out to a clients location
faster support helps keep clients happy
makes it easier for support folks to do their job

Alternatives Considered

VNC and RDP will work but not easy to set up and maintain and not as secure and Rescue.

Key Insights

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?

I wasn't involved with the selection/purchase process

Did implementation of LogMeIn Rescue go as expected?

Yes

Would you buy LogMeIn Rescue again?

Yes

Likelihood to Recommend

Rescue allows us to see the end users device and be "onsite: virtually for the user. When we can connect with a user remotely, it allows them to feel like we are there to help and give us a better idea of what the issue they are dealing with. Having "hands on" access gives us the ability to quickly assess, troubleshoot , and provide a solution.

LogMeIn Rescue Feature Ratings

Comments

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Rescue makes customer support easy