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LogMeIn Rescue pros and cons

Vendor: LogMeIn
4.5 out of 5
184 followers
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Pros & Cons summary

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Prominent pros & cons

PROS

Customer satisfaction increased by 40% and staff productivity by 30% with LogMeIn Rescue.
LogMeIn Rescue includes comprehensive features for system management, such as patch application.
The laser pointer feature in LogMeIn Rescue facilitates educational interaction by highlighting specific areas on the screen.
LogMeIn Rescue allows users to connect with support through an app that integrates seamlessly with their software for instant screen sharing.
LogMeIn Rescue has proven reliability with over 10 years of consistent uptime and no significant issues reported.

CONS

Billing team was poor when fixing their billing mistake and customer service was missing in action.
App requires many different updates and needs to be rebuilt every time, which has been a problem in keeping it up to date for clients.
Ability to support mobile has been problematic, with other products doing a better job in this area.
Support for Linux has certain limitations, currently working on improving this.
LogMeIn Rescue pricing could be improved.
 

LogMeIn Rescue Pros review quotes

GH
Oct 11, 2020
They've thought of everything in terms of features. It's got all the little drill-down details and capabilities to apply patches and other stuff like that. I don't use everything they offer but you can go wherever you want to take this tool. It's been around for a really long time. We try as much as possible to train our staff to take care of their own systems and train our customer staff to take care of their own systems. There's a little laser pointer feature that you can pull up on the screen and say, "No, over here, click on this." That's very educational. It's a simple thing but when you're trying to get people to take responsibility and learn to take care of their own infrastructure, being able to just point at something while you're viewing their screen, as well as, take over their screen, is very valuable.
reviewer1435599 - PeerSpot reviewer
Oct 13, 2020
The most valuable feature is the ability for people to use LogMeIn's app that we install with our software, to bring us online with one click, so we can view their computer screens. It's easy and a lot of folks like it.
AO
Dec 12, 2017
I can remote reboot and know I can reconnect automatically without having to have the end user log back in again.
Learn what your peers think about LogMeIn Rescue. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,406 professionals have used our research since 2012.
RG
May 18, 2020
Customer satisfaction went up by 40 percent and productivity for my staff went up by 30 percent.
RG
Jan 29, 2018
I have technicians all over, and not everybody is an expert in all areas. They are able to bring other expertise from different locations with the click of a mouse. They can invite in other technicians, so I can have most of the technicians collaborate on the same question, and that’s really amazing.
it_user779370 - PeerSpot reviewer
Nov 26, 2017
Being able to reboot computers into safe mode, when needed. That has come in handy in regards to IT troubleshooting.
it_user809925 - PeerSpot reviewer
Jan 29, 2018
If an issue happens, we're able to log in at the time that it happens and address it , so there's minimal downtime.
it_user799512 - PeerSpot reviewer
Jan 10, 2018
The time it takes to troubleshoot one of our users is cut significantly.
it_user790485 - PeerSpot reviewer
Dec 18, 2017
We are able to quickly and easily get clients connected to our triage techs which allows us to resolve issues much more quickly, and with little stress.
Aditya Chhibber - PeerSpot reviewer
Aug 30, 2023
The solution has been in the market for the past 20 years. For us, it is one of the best tools.
 

LogMeIn Rescue Cons review quotes

GH
Oct 11, 2020
Nothing's perfect but I think it's really a great tool just the way it is. The suggestion that I made to them at their user advisory board is that they combine the two products, Rescue and Central, into one because you really should have both. A bunch of the other people in that meeting very much liked that.
reviewer1435599 - PeerSpot reviewer
Oct 13, 2020
The app itself requires so many different updates and it requires us to rebuild it every time, and that's been a bit of a problem, over the last five years, in keeping it up to date for our clients.
AO
Dec 12, 2017
I wish this product was tied to a Help Desk package so I could manage tickets and have an infrastructure, with this being the primary tool to troubleshoot.
Learn what your peers think about LogMeIn Rescue. Get advice and tips from experienced pros sharing their opinions. Updated: November 2024.
816,406 professionals have used our research since 2012.
RG
May 18, 2020
The billing team was poor when fixing their billing mistake and customer service was missing in action.
RG
Jan 29, 2018
The one big problem that I have with LogMeIn Rescue is, I use a Mac. All my technicians use PCs. I use a Mac, and the Mac agent crashes at least once a day. I have to stop it and start it again. To date, I don’t have a problem with people using PC. I think the Mac app that they have needs to be improved.
it_user779370 - PeerSpot reviewer
Nov 26, 2017
I would like to see a mobile client that would work on an iPad, so I do not always have to be on a PC or a full-blown Mac operating system.
it_user809925 - PeerSpot reviewer
Jan 29, 2018
it needs better iOS integration. It's still limited in its functionality when it comes to iOS. Currently, when you do something other than iOS, you're not able to take control of what's going on; instead of having to tell the user, "Click here, click there," I would like to have full control over an iOS device.
it_user799512 - PeerSpot reviewer
Jan 10, 2018
You should be able to remote on an iPhone like you remote on an Android. It is not the same experience. Unless you are very savvy on iOS, you are pretty much lost.​
it_user790485 - PeerSpot reviewer
Dec 18, 2017
Support to remotely control more mobile devices' screens is desperately needed. It is sad to see how long this product has been out and how many phones are still not supported for, specifically, remote screen control.
it_user803535 - PeerSpot reviewer
Jan 17, 2018
Secondly, the product needs improvement on mobile interfaces because on mobile devices it doesn't perform very well. On computers, it is good, with desktops, laptops, it is good. Sometimes iPad is good, but going with other devices, like Android or Windows on smart phones, ​it's always a problem.