The admin console can view all connected sessions, admin user can join any session or monitor any tech. Reporting system is amazing re connected sessions or the techs performance.

There are alternatives that are significantly less expense, however, you get what you pay for.

I'd go to say it's 100% one of the best remote support software money can buy.

There is only a few things that were difficult with the product. My main concern was with the UX.

It has different products for different usage. For serious Helpdesk support, this is a true product to look into it.

Quite frankly, it is the most important software I use.

LogMeIn Rescue has a lightweight interface and is quite easy to use. I used it when it was free and also when it came at a cost, but it was a great tool overall.

If we exclude price then this is the best remote software I have ever used with clients, it provided everything we are looking for.

Great app, helpful for remote IT troubleshooting, it has been quite easy to use.

Overall the experience with LogMeIn Rescue was positive. Couldn't be more positive.

We have had trouble getting to the bottom of these issues.

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.

I have used LogMeIn for sometime, overall, it is a solid product. The LogMeIn Rescue is a good Support/Help Desk product and does not need to be pre-installed on client machines.

Effective and efficient solution to resolve our customers issues via secure remote access.

I love that this is a great software that can be used and is user friendly.

There is too much control over my PC preventing me from working in parallel and also has a negative effect on my privacy.

Even we can have more than one remote sessions. Simple process and easy to understand the requirements of clients due to reliability and security of the communication protocol.

With the LogMeIn Rescue platform, we can easily connect remotely with our customers all over the world within few seconds. It saves our time and money.

It was missing features and just needed more ummph.

I did not deal with the licensing so I can't speak to that. I used this as a support technician and it is a solid product.

My IT team uses LogMeIn Rescue to remotely connect to our PCs and resolve IT issues, it is easy to use, i can easily grant remote access to them.

Good solid remote support product and the mobile phone element is very useful.

This is a great tool for any IT Professional that will be supporting customers remotely.

Great for remoting into machines and troubleshooting.

Sometimes the prompts and such seem scary to customers since they have to give direct access to control their machines.

Very easily integrated into an already established support team and takes almost no time at all to set up.

Secure chat is here and you can have multiple session at the same time and use integrated secure file transfert when needed. There are many connectors available ( servicenow. salesforce... ).

The software is so specific in its data entry that it is frustrating when small mistakes impact the data.

Overall we are happy with this software and would recommend.

Easy to use, very complete and dynamic. Great tool, platform to take advantage of sales opportunities and business administration.

Often, you must adapt your process to the tool,  not the tool to your process and that's the hardest part of Salesforce implementation. Also, multiple administrators can destroy your organization.

I love the data tracking and the integration with many other software products. I also like the ability to add custom fields and report on those fields.

This product was great for connecting myself and other employees through one integrated system to manage and conduct sales activity.

I use this software for work, it’s very useful and easy to use. It’s good for uploading documents and sharing them.

I like how I am able to customize the platform to better suit the company’s needs.

Fully costomizable reporting and dashboards. Chatter feature is great and helpful for tracking.

Strong mobile capabilities. Rich partner community offering integrated solutions.

Sometimes I wouldn't get the notifications about the sales and it was hard to learn right away.

Overall this feature is great and allows us to easily report on and keep track of cases rather than using a typical help desk email feature. Having everything in Salesforce is extremely beneficial.

The one disadvantage is that it's certainly not the easiest system to use, and there's no way the average Jo can set themselves up on it alone.

Excellent tool ,easy to configure and setup with minimal code.

I helped this tool resolve one of the major problem in our firm It is one of the best resolve and help to business problems.

One of the disadvantage which i find is to be with the pricing as it is on a bit higher side and the downtime is sometimes is very irritating.

Very comfortable to talk to or create a ticket for help. Services are provided quickly, efficiently and effectively.

Great and positive experience with this product. A big investment but will give you tools to make you successful.

Similar to the product that salesforce bought and then killed DESK.com.

As we unlock more powerful features the customer service technicians have been awesome at contacting us in a timely manner and resolving our issues.

The best part is that it connects one-to-one with every customer and easily accessible by the mobile devices on the field or anywhere.

This service helps provide quality care for a program that has tremendously changed our organization for the better.

I dislike the lack of WYSIWYG editor. Formatting is limited, but more importantly, it is a pain to apply much of it.

It's ease of use and dashboard views that you can share across the organization for easier data distribution.

Our Academy, BD, and Recruiting department drove great revenue because of this, and SalesForce did a great job in helping us drive sales, and place candidates to our clients in a short span of time.

My organization does a great job of keeping up with this software so it is very user and customer service friendly.

Major help is that it helps to streamline workflows with customers and in turn helps us to deliver fast and efficiently.

Overall, the ease of use, the ability to share reports and dashboards is very critical and helpful to us.

I love that, compared to Salesforce Classic, I can see all of the information about the Prospect or Client that I need all on one page. I don't have to go from one page to another.

It has a powerful analystics system that you can create report easily. Good integration with contacts/entities in Salesforce.

US Dollar

LogMeIn Rescue by GoTo is a cloud-based remote support tool that helps organizations provide technical support to their customers. The product caters to businesses of all sizes. Key features include remote support, mobile support, video support, security, integration and API, administration, reporting, customization and branding.


The remote support feature helps users reboot and reconnect during troubleshooting, even if the devices are unattended. Troubleshooting performance can be monitored through remote diagnostics, which show a summary of all processes and services.


The video support feature enables users to perform virtual walkthroughs. The system integrates with services such as ServiceNow and Salesforce to facilitate customer engagement and track help requests.



LongDescription

Surveys & Feedback

Softphone

Meeting Management

Real Time Screen Sharing

Screen Capture

Session Recording

Video Chat

Contract/License Management

Change Management

Electronic Signature

IVR/Voice Recognition

Automatic Call Distribution

Project Management

Blended Call Center

Call Recording

Call Logging

Screen Recording

Collaboration Tools

Automated Routing

Targeted/Locked Screen Sharing

File Transfer

Problem Management

Self Service Portal

Screen Sharing

Unattended Access

Inbound Call Center

Annotations

Diagnostic Tools

Multi-Channel Communication

Configuration Management

Queue Management

Desktop/Browser Sharing

Mobile Screen Sharing

Predictive Dialer

Email Management

Video Support

Ticket Management

Asset Tracking

File Sharing

Activity Dashboard

Computer Telephony Integration

Knowledge Base Management

Screen Mirroring

Real-Time Chat

Chat/Messaging

Availability Management

Presenter Control Management

Real-time Consumer-facing Chat

Interaction Tracking

Time Zone Tracking

Audit Management

Alerts/Escalation

Customizable Branding

Reporting/Analytics

Remote Access/Control

Employee Activity Monitoring

Video Conferencing

Incident Management

Remote Support

Session Transfer

Third-Party Integrations

Multi-Participant Screen Sharing

Task Management

Release Management

Live Chat

Campaign Management

For MSPs

Access Controls/Permissions

Web browser (OS agnostic)

GoTo Rescue Yearly: $1,299.00	
GoTo Rescue Monthly: $108.25
Add support for Smartphone devices: $450.00

Email/Help Desk

FAQs/Forum

Knowledge Base

Phone Support

Chat

51-200

201-500

501-1000

1000+

LogMeIn Rescue

Webinars

Documentation

Videos

Service Cloud from Salesforce is a cloud-based customer service management solution that is designed to initiate customer service activities from anywhere. Built on the Salesforce1 Platform, Service Cloud works to centralise and optimise the agent efforts, allowing them to handle customers' requests and manage cases.


Service Cloud was developed to offer support mobility to agents, allowing them to receive service requests and provide support from anywhere. From the Service Cloud Console, agents can manage all active cases. With the Communities tool, customers can help themselves and others with self-service capabilities. Additional Service Cloud capabilities include a Knowledge module, where both agents and customers alike can search for the answers they need. Chatter is an agent collaboration tool that allows for issue escalations, and Social Service integrates the increasingly critical social media channels directly into the customer service experience.


The Service Cloud reporting module gives front line managers the ability to see critical business metrics from real-time dashboards that are also accessible on phones or tablets.



Support Ticket Management

Call Transfer

Case Management

License Issuance

Utility Billing

Status Tracking

Multi-Channel Management

Performance Management

Customizable Reports

Document Storage

Activity Tracking

Service Request Management

Transfers/Routing

IT Asset Management

SMS Messaging

Dispatch Management

Job Costing

Real-Time Monitoring

Workflow Configuration

Active Directory Integration

Code Enforcement

Single Sign On

Approval Process Control

Rules-Based Workflow

Lead Distribution

Knowledge Management

Categorization/Grouping

Communication Management

Customer Database

Offline Form

Job Management

Calendar Management

Customizable Fields

Assignment Management

Full Text Search

Call Center Management

Progressive Dialer

Scheduling

Data Import/Export

Email Tracking

Customer Complaint Tracking

Email Templates

Multi-Location

Customer Experience Management

Audit Trail

Outbound Call Center

Technician Management

File Storage

Mobile Access

Fixed Asset Management

Social Media Monitoring

Proactive Chat

Survey/Poll Management

Capacity Management

Compliance Management

Transcripts/Chat History

Performance Metrics

Starter Suite: $25 / user / month
Professional: $80 / user/ month
Enterprise: $165 / user/ month
Unlimited: $330 /user/month
Einstein 1 Service: $500 /user/month
All plans are billed annually.

LogMeIn Rescue vs Salesforce Service Cloud

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