LogMeIn is a robust, professional, enterprise-level remote access suite designed for Mac and Windows operating systems. It offers a wide variety of feature-rich products dedicated to remote access monitoring, file-sharing, cloud storage, support and other similar services. It is an ideal solution for anyone and any agency or business that requires easy access to remote systems/computers on a regular basis.
LogMeIn’s diverse products are divided into three main categories: IT access and security, engagement and support and communications and collaboration. The first category, which is IT access and security, handles solutions designed for the secure access of apps, data and devices. LogMeIn Pro, LastPass, LogMeIn Central and GoToMyPC all belong to this category.
The second category of LogMeIn products, which is the engagement and support category, is all about software solutions dedicated to engagement and support. LogMeIn Rescue, Rescue Lens, RescueAssist and Bold360 are all remote support-related software products.
These are tools specifically designed for small- and medium-sized businesses, startups and large enterprises, helping them resolve issues remotely, as well as give them better quality customer experiences.
LogMeIn’s third product category is communications and collaboration. This set of products all revolve around providing better communications and collaboration tools for a workforce that is spread across long distances.
GoToConnect, GoToWebinar, GoToMeeting, GoToRoom, GoToTraining, OpenVoice, Grasshopper, Jive and Join.me are all the products included in this category. All of them are tailored to facilitate connectivity and collaboration among professionals and teams, regardless of their geographical location.
LogMeIn Features
LogMeIn provides users from organizations of all sizes and in all industries many features designed to make remote access easier, such as:
Rescue by LogMeIn
LogMeIn Rescue is a cloud-based remote support solution designed for SMBs and enterprise-level organizations, helping them provide higher quality technical support to their customers.
Multi-platform support
This feature allows you to provide remote support on any device, from desktop PCs to tablets and smartphones, from Mac OS to Windows operating systems. The feature allows for total remote control, remote diagnostics and unattended access. Remote control gives you access to and control of an end user’s device to perform tasks and resolve specific issues.
Remote diagnostics give you a quick summary of key processes, applications and services in order to identify potential issues without wasting time combing the end-users device. Unattended access, on the other hand, enables you to connect to a remote device even when there is no user around.
Technician collaboration
This feature allows you to bring in anyone with the right expertise from your team to help solve a specific issue at any given moment. You may even bring in a contractor if necessary to provide the right skill set for the appropriate problem. This way, you won’t even need to add more licenses to your account just to resolve a targeted or unique issue.
Multi-session handling
With this feature, you will be able to optimize your resources and provide remote support to multiple end-users at the same time. You could essentially toggle between sessions of up to 10 simultaneously, saving you and your team time and effort by addressing everyone’s problems and concerns.
Instant live chat
The instant chat function allows you to provide efficient remote support to your customers where ever they are. Start a conversation with end-users instantly with a seamless and branded experience right where they are on your website. The tool will also allow you to effectively perform a pre-session chat to identify the level of support the customer needs so they can be connected to the appropriate agent or support team.
Rescue Lens
Rescue Lens is a remote camera sharing app designed to empower support teams with every tool and functionality they need to find and resolve problems through the eyes of the end-user and remote team members. The camera sharing component is invaluable for jobs that require more sophisticated installations and setup processes.
Smartphone camera sharing
Tech support agents can use live video feed from smartphone cameras to solve customer problems remotely.
Built-in VoIP audio
Voice over internet protocol (VoIP) audio is built into the system to provide easy communication between the support team and the end-user, while seamlessly resolving the issue they are facing.
Seamless support session transfer
During a call or a support session, the agent/technician in charge can easily transfer the active session to another agent without forcing or requiring the customer to start all over.
Video feed session recording
You will also have the ability to record and save the camera sharing session for future reference, quality assurance and auditing.
Security protocols
LogMeIn features TLS 1.2 transport security with robust AES-256 bit encryption so you can be certain that the support you are providing, including the information being shared, will only be between your team and the end-user.
RescueAssist
Formerly known as GoToAssist, RescueAssist is a LogMeIn product that enables your team to resolve technical problems remotely by way of web-based support to end-users and customers, as well as unattended computer systems, mobile devices and servers.
Web console
Using a simple plugin, support teams can now easily and quickly initiate a support session right from the browser. It is basic yet efficient and practical for both the support team and the customer.
Remote diagnostics
Diagnose customers’ systems and devices remotely through easy access to all the information and resources you need, such as hardware setups, device settings and software configurations.
Slack integration
Integrate your IT helpdesk, seamlessly, with LogMeIn’s remote access support tools and capabilities. This allows for more efficient workflows and comprehensive customer support experience.
Secure file transfer
Safely and securely move important files to and fro in a live support session, regardless of whether or not the end-user is present. This feature is integral for applying updates, patches and more.
Multi-monitor navigation
This feature allows you or your tech support team to switch seamlessly between all of your customer’s monitors during a support session. This is ideal for resolving issues for end-users with multiple monitors and devices.
Bold360
Bold360 is an AI-powered self-service conversational chatbot and virtual customer assistant designed to deliver consistent and insightful answers to both employee and customer queries. It helps to enhance engagement with customers and the workforce by bringing together the power of AI and human support services.
This LogMeIn product is all about revolutionizing customer experience, streamlining customer service, increasing customer conversion rates, empowering customer-facing personnel and modernizing the internal human resources (HR) and IT support services.
It will enable your customer support team, and your organization as a whole, to deliver exceptional customer experiences and customer satisfaction through faster and more efficient problem-solving.
LogMeIn Benefits
LogMeIn’s engagement and support products are robust, feature-rich and easy to use, even for non-technical users. This is probably one of the first and most obvious benefits of the majority of the company’s products.
LogMeIn’s other benefits include:
Quality support
LogMeIn offers more than a dozen products, but it’s still able to maintain the user-friendly aspect in all of its solutions. Many of its products deal with remote access support, engagement, security, communications and collaboration, but a lot of users still find them very straightforward and simple to use.
You don’t need to have programming or coding knowledge to effectively use any of the LogMeIn products.
While your IT team who provides technical support to your customers may not mind the complexities and the technical aspects of installing and maintaining remote access software solutions, it would certainly save them a lot of time if the products are easy to integrate and manage.
Robust and highly advanced features
Your team can effectively provide remote support through video camera sharing, clearly communicate with the end-user through VoIP technology or get access to a customer’s unattended device are all quite impressive and useful if you want to maximize the effort you are providing your end-users when it comes to customer service.
The many different features and tools that come with each and every LogMeIn product all serve to maximize the efficiency and functionality of that particular product.
Flexible pricing
One of the best aspects of LogMeIn when it comes to their products is that you don’t have to pay for everything, including those tools that you don’t really need or might not even use. This is the beauty of products that are actually separated rather than fully integrated.
If your concern as a company only pertains to improving the quality of support you are providing your customer base, then you might not really need to invest in LogMeIn’s GoTo products, which are mostly dedicated to communications and collaboration.
What you would really want are the products in their engagement and support category, which includes the above-mentioned software solutions.
LogMeIn Pricing
Pricing for LogMeIn varies between products. Rescue Remote Support, for instance, starts at $108.25 per month (billed annually) with no setup fees. For that price, you can provide your IT and customer care teams with topnotch remote support capabilities for desktop and mobile devices and it comes with a plethora of features and tools. For video-based support such as Rescue Lens, you will need to contact the vendor directly to request for a quote.
The pricing for RescueAssist, on the other hand, starts at $55 per agent per month for the annual billing option and $69 per agent per month for the monthly billing. You may include a mobile add-on for an additional $20 per agent per month.
Bold360 has five different subscription plans, with pricing only available upon request. The plans available are Agent, Service, Acquire, Advise and Helpdesk. You may visit the Bold360 official website for more information about the subscription packages; you may submit a request for a demo or for your quote.
Conclusion
LogMeIn certainly has all the products you most likely need in order to provide the best customer support experience to your customers. It has a good selection of remote access solutions, covering a wide array of functions and capabilities.
LogMeIn’s engagement and support products category is ideal for companies and organizations that routinely need remote access functionality in order to provide top-level end-user support on a regular basis.
