Remote support for helpdesks, call centers and organizations
4.64/5 (125 reviews)Pros
I've used this product for many years since LogMeIn introduced it. First time I tried it I was really blown away with its ease of use and deployment. While it offers a wide spectrum of additional features, I mostly use it to remotely support my employees, who can't be visited at the given moment. It really is so seamless, that my users feel like I'm right in front of them, assisting them with the IT issues. Web-based interface for day-to-day support makes it really easy to initiate a remote assistance call. I also use it on the servers for remote support, as they are spread out around multiple locations. Very fair ROI on this product. I am looking to evaluate other LMI products in the nearest future.
Cons
Every so often I run into certain issues with LMI client application installed on my Apple computers. Usually, I'd have to reinstall the client to solve the problem. This never happens to the Windows LMI client application.
Rating breakdown
Essential. I couldn't possible envision doing my job properly without it. Before this software, I used to drive to my client's locations and help them out of a jam, now they know I am just a couple of clicks away. It's the one annual expense I have that I am always happy to spend.
Pros
In my industry, I tend to the needs of users inside the office and outside. LogMeIn Rescue seamlessly allows me to take over my users computer and address their needs wherever I happen to be. Quite frankly, it is the most important software I use. Not only can I control the user's computer remotely, but the Rescue console also allows me to peak inside the file directory. This allows me to move and transfer files directly between our two computers.
Cons
It's not cheap! There are alternatives that are significantly less expense, however, you get what you pay for. Rescue is robust and the extra money spent is certainly worth it.
Additionally, in order to acquire full control over the user's computer, there are a couple of steps that need to be explained to the user. While most find these steps intuitive, some of my older clients find it difficult. Sometimes patience and familiarity with the Rescue commands are required to get your client on board with you.
Rating breakdown
Likelihood to recommend: 10/10
Pros
Most of the time I can connect just fine, and the speed is alright. There are a lot of options for delivering the connection info. There is good reporting, and the ability to capture screens, as long as we are working from the office, and strong APIs.
Cons
The support is not so great. There are always long holds for phone support that almost always have to be escalated, which means a callback at a much later time. Email support is 24-hour turnaround for every single email exchanged no matter the issue, and their answer is too often something ANYONE would have already tried.
Rating breakdown
Good solid remote support product and the mobile phone element is very useful.
Pros
Works very well when ad hoc access required. Full feature set including file transfer and ability to remote control and configure certain elements of mobile phones.
Cons
Quite expensive but you get what you pay for. Unattended access is quite difficult to deploy but works well once done.
Rating breakdown
Likelihood to recommend: 7/10
Overall, I like the product and it gives me piece of mind when connecting to critical client machines, but the price is too high compared to other products to justify a large roll out.
Pros
Logmein works and works well. I use several remote control products and Logmein is the one that I use if I know that keeping the connection is critical. It's especially useful when the user a laptop that doesn't initie the WiFi connection until after login. The product can be configured to cache credentials and login automatically.
Cons
The price is definitely the highest for all the remote control products that I use. I use Logmein sparingly because I only purchased one license. For general day to day use, I use other less expensive products.
Rating breakdown
Likelihood to recommend: 7/10
LogMeIn Rescue Yearly: $1,299.00
LogMeIn Rescue Monthly: $108.25
Add support for Smartphone devices: $450.00