Most Helpful Review
Find out what your peers are saying about Bomgar Remote Support vs. LogMeIn Pro and other solutions. Updated: September 2019.
371,062 professionals have used our research since 2012.
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
No issues with scalability. It is a fairly simple model. If I wanted to add five more, I would just buy five more people and licenses, apply the program to their computers, and give them their login.
The initial setup is easy. If you want the desktop program, you just download and install it.
It is very straightforward to set up, use, install, and transfer sessions.
If an issue happens, we're able to log in at the time that it happens and address it , so there's minimal downtime.
The ability see iOS devices helps us out a lot because the majority of our users are iOS device users.
it's very easy to use, it's very efficient.
The tech support person I spoke to was very knowledgeable about the product, and was straightforward with me about its capabilities. There was no fluff about the product. They basically said this is not available now and we're hoping to have it available in the third or fourth quarter. It was nice to talk to someone who was straightforward and knew about the product.
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.
We rarely need support for anything, but when we do, they are on it and always helpful.
I personally like the ability to share files with other machines.
Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient.
Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer.
It has allowed us to quickly address the needs and issues of our end users.
We are able to be more effectively connected to computers and servers all over the world.
This product "just works" (without fail) and is dead-easy for clients to connect with.
This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk).
The most valuable feature is having it in a central location, all the different groups, and being able to ad-hoc or at will log on to whichever computer system I need to get to from a central spot.
The ability to easily connect back and retrieve data from the computer systems that I have.
I can copy information and put it into a presentation that I may be putting together at another location.
Technical support was able to address everything that I asked in a timely, responsible, satisfactory manner.
Being able to remote access my computer means I can work at night from my house.
I can use it for training, which I have done. As a person sits in front of the computer they can watch what I do, or I can watch what they do.
The remote connection is the most valuable, but we also use it for file transfer, that would be probably the second most valuable. The remote connection is a major time saver, it saves us from having to drive to each location.
If I could give it an 11 out of 10 I would, but I definitely give it a 10. It saves me time, it saves me headaches, it saves me a lot of problems, and I'm able to fix things quickly and move on. I can get in and out of the computer without anyone really even knowing that I fixed something.
Network browsing and connecting on the LAN, because if you can't see the computers on your network, what good is the product?
They need to improve their technical support.
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.
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.
They need to combine computer and mobile end-user support to be a more streamlined experience.
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.
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.
The interface is not user-friendly. It looks a little outdated. I think the options are there. I think just the layout needs improvement.
I would like to see more integration with iOS devices along with better connectivity and communication with these devices.
I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer.
This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion.
I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.
Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit.
The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.
There were a few employee devices that failed during the initial deployment, which required a second deployment.
The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance.
As far as the usability of it, I'd like to see if printing could be enabled in the basic version or the medium version. Some of the remote printing isn't available unless you go to the premium versions, and that's disappointing.
With Windows 10 we've had some issues with it crashing, and certain antivirus products cause it to fail. For the most part it's stable, but we do have an occasional crash mainly related to new operating systems. The new Microsoft Server and the new Windows operating systems sometimes have issues with it. But for the most part, in anything under, say, Windows 7, Windows 8, those seem to be pretty stable, and with the Microsoft Server 2012 and below, it's all stable. And I don't necessarily think it's LogMeIn. I think it may be Microsoft, to be honest with you.
I would enhance the product, so if I had two screens in front of me, it could connect to two computers simultaneously with the program. For example, if I had a computer at location A and a computer at location B and I am sitting at location C, it might be nice for me to be able to be connected to all three of those computers and move data between those three during one session.
The user interface needs improvement. Mostly, it's pretty intuitive for what I need to do, but the extra elements to it seem very complex, so I don't really try to even use those. For example, document sharing, file stuff. I can do the log-in part, but the additional features are kind of complex.
It's never cheap enough. If we got it for free, that would be perfect. But I know it's not and won't be free. It's always going to be too expensive for me because we're a small company.
Maybe they can come up with a plan if you only use it for login and, occasionally, printing. Maybe you can charge what you used to charge and then if we want to use it for files or things that are more sophisticated, charge a little more.
It does go down sometimes. You try to login, it tells you the workdesk computer is not available. It does kick you off a lot.
Everything has to be done over the web, via email, or something like that. You can't talk to a human being. That bothers me a lot.
Pricing and Cost Advice
The rescue model is licensed by user.
The pricing is worth the value.
It's definitely worth the value.
The cost of LogMeIn is high... I went with another product that was going to give me savings of 50%. One technician tested it, he gave us the thumbs up. Then once we moved all my technicians to it, but it didn’t work... Trying to move from LogMeIn hindered our performance and productivity and it was not worth the savings.
Pricing is reasonable and easily offsets other costs, while resolving issues in a much quicker timeframe.
It is on the medium to high side. For us, it is worth it. For the amount of time they save us, it pretty much pays for itself.
Look at the different plans they have. Do not pay for a plan you do not need.
The pricing is a little on the higher side, though.
It is not the most cost effective solution on the market.
We believe for the money, it is worth what you pay.
I would like to order more licenses. This would allow us to support more end users concurrently.
I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful.
Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years.
The setup is complex. Purchase the remote implementation service and make them slow down and work with you.
Bomgar has a very fair pricing structure.
Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too.
The price point has gone up significantly. We used to have a lot of other customers. I used to sell it to other customer sites. But they've moved to TeamViewer, SiteSecure, and several others. There are four or five others that they went to because they're being more competitive on their pricing.
Lower the price for an individual user.
I am very happy to say that I have been very satisfied with the LogMeIn product, except for the escalation of the price.
The company does not scale the price based upon use.
I think it's competitively priced. I haven't priced it out since we started with it, but the yearly subscription fee is worth it. It's not outrageous, and I believe that it's worth it for our company to pay the fees for the use of the product.
It's pretty fair for up to five computers I think (it might be three - it's either three or five). After that, it gets a little expensive, so if they could get a little bit more aggressive on how many computers you can add in, that would be great.
It is expensive, but in the long run we still come out ahead, because it saves us so much labor and downtime driving from one location to the other. In the end it's well worth the expense.
We're paying $839 a year, so we're paying about $70 a month. We're using the smallest version of Pro.
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LogMeIn Rescue delivers unparalleled remote IT support technology that allows enterprises to better manage mobile remote support and remote desktop support helping users across PC, Mac, iOS, Android support and more. Features include remote computer access, mobile app support, and the exciting Rescue Lens interactive video support feature that allows support technicians to see exactly what the end user can see. LogMeIn Rescue is truly on the cutting edge of the remote technical support industry.
|Bomgar Remote Support Software is the only remote tool you need. Most support organizations have multiple remote tools because no single tool works across all their operating systems or across all their networks. Bomgar is different. One company used Bomgar to replace 12 remote desktop software tools! Simplify support, improve security, and increase efficiency with one remote solution.||Helping people and businesses access their digital lives from virtually anywhere, on any device.|
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