Meet LogMeIn Rescue: Your Top Enterprise Alternative to TeamViewer
Today, many vendors offer technological solutions to help enterprises innovate and grow. While there is a wide array of products and solutions to choose from to develop our businesses, some solutions simply stand out as the better choice — for both employees and customers.
When it comes to LogMeIn Rescue vs. TeamViewer, the remote IT support offerings may seem similar, but the impact and benefits of each are vastly different. One solution is better suited for enterprise businesses than the other, and here’s how.
What is TeamViewer?
Before introducing Rescue, let’s explore how TeamViewer positions itself in remote IT support.
TeamViewer is a remote access and remote control computer software that allows users to maintain, manage, and repair devices such as laptops, machines, and robots. While mainly popular among personal users, TeamViewer is also used by enterprise businesses to provide global IT support, resolve IT issues, and manage systems of remote devices.
While TeamViewer has the built-in features to provide basic remote IT support and management, its customers are choosing to look for an alternative because of its numerous shortcomings.
Why are Customers Leaving TeamViewer?
Security breaches
A key concern for businesses that require remote IT support and management is security. TeamViewer has a reputation for being exposed to security breaches, with the most recent breach taking place in June 2024. As a result, not only were the customers’ data at risk, but they also lost trust in the brand.
Sales and Support Practices
TeamViewer is known for its lack of transparent pricing as customers are faced with hidden fees and sudden additional charges. For example, customers often are surprised to learn that integrations cost extra, and that essential security features like SSO integrations are only available at their most expensive tier.
Customers have even found themselves being forced at renewal to a tier that costs 5 times more than what they were paying. Customers have also reported difficulty cancelling their contract, causing them to have to pay for another year of service unwillingly. As companies look for the best ROI, unfair pricing strategies such as these disrupt financial planning and hinder cost savings, resulting in added stress for TeamViewer customers.
Free users have found similar struggles. Though TeamViewer used to be primarily known for its free tier, personal users frequently report that this version has been malfunctioning and incorrectly blocking sessions, flagging them as commercial use. This makes it difficult or impossible to use TeamViewer for personal use without upgrading to a business license.
End User Difficulties
Last but not least, customers leaving TeamViewer frequently mention the difficulties they faced trying to start a session, particularly with less tech savvy end users. The period before they are connected to an end user is often the most difficult, since they don’t have any visibility into what the end users are seeing. For example, if an end user already has an older version of TeamViewer installed, the agent must verbally guide them through the process of uninstalling that version and installing a new version, a task that can be near impossible for less technically savvy end users. Customers have also reported limited visibility when trying to elevate a session to run as an administrator.
In some cases, they even find that, due to TeamViewer’s reputation as a tool of choice among scammers, customers have TeamViewer blocked on their network altogether.
These issues can all impact a business’s ability to retain and grow their business. When choosing a remote support tool, it is important to ensure that your tool is helping boost customer satisfaction and trust, not the other way around.
What is LogMeIn Rescue?
Now, let’s explore the features of Rescue and how it compares to TeamViewer.
Rescue is a remote IT support solution that allows users to provide global IT support. It can be used to remotely access and control Windows, Mac, Android, Linux or iOS devices without the need to pre-install software.
For Enterprise IT leaders, Rescue is a remote support solution that enables them to deliver fast, reliable, and secure technical support. Rescue empowers IT teams to support customers from anywhere to everywhere while improving experiences, optimizing resources, and reducing costs.
Why is Rescue the best enterprise competitor vs. TeamViewer?
While both Rescue and TeamViewer offer remote IT support solutions that provide global support, resolve issues, and manage remote devices, Rescue beats TeamViewer in four key areas:
Speed and productivity
According to research conducted by Qualitest, connections in Rescue are 2x faster than TeamViewer when testing across both fast and slow internet speeds, and 3.3x faster when comparing browser-based sessions.
File transfers in Rescue were also 3.2x faster and used only a quarter of the RAM, while screen sharing consumed 3x less memory for both the agent and end-user devices compared to TeamViewer. Additionally, when managing multiple support sessions, the difference in performance becomes even larger as TeamViewer uses over 6x the memory of Rescue.
These noteworthy results highlight how Rescue is built to offer frictionless and fast support experiences that cannot be matched by TeamViewer’s limited capabilities. In addition to outperforming TeamViewer in these areas, Rescue offers other functionalities that streamline agent productivity, like:
- Free Integrations with popular CRMs and messaging apps like Microsoft Teams, Zendesk, Service Now and Salesforce
- Visibility to system details and past session history without the need to remotely access the device
- Session transfers or agent invites to join a session (includes external agents who don't use a Rescue license)
Security and privacy
Security and privacy are key areas that Rescue towers above other IT support solutions — especially TeamViewer. Rescue takes pride in its enhanced protection methods that have kept customer data safe and secure for nearly 20 years.
For instance, Rescue sessions use one-time PINs to reduce the risk of remote support scams. These ad-hoc sessions use a temporary applet that only works for the duration of the session, ensuring that no backdoors are left after the session is over. This also ensures that agents don’t run into any difficulties with mismatched versions, as is common with TeamViewer.
When using custom pin-pages, users can restrict them to only accept pins from their organization, to prevent scammers from impersonating them. They can even restrict a specific range of devices or IP addresses to only allow connections from their Rescue account, blocking any other Rescue account who tries to connect.
Moreover, Rescue lets you customize what technicians can and can’t do, with 40+ granular access controls, minimizing risks. It also lets you customize the terms and conditions end users must accept before starting a session to accommodate each company’s unique legal requirements. With this wide array of security capabilities, staying ahead of threats and shielding your enterprise business with banking-grade security became much easier.
Enhanced support experiences
With Rescue, customers can enjoy an elevated support experience thanks to a range of game-changing features. For instance, Rescue enables users to connect to a session by simply clicking on a link, while TeamViewer requires twice as many clicks. Rescue is also not limited to standard connection methods. There are 10+ connection methods to choose from, including a one-click desktop shortcut and a custom form on your website. Live chat and screen translation are other additional features that improve customer experiences even further by allowing agents to instantly understand the content on the customer’s screen and communicate with them in any language.
Team training and strategic management
Rescue not only enhances customer experiences but supports the growth and success of employees as well. Rescue’s free SSO and Microsoft Entra ID Integrations streamline onboarding and access, while standardizing security. In TeamViewer, these are only available on their highest tier.
Additionally, managers can track live performance metrics on a dashboard and even monitor individual chats and support sessions, to ensure their teams have the information needed to provide timely and personalized feedback. They can also track and analyze CSAT and performance metrics, with customizable post-session customer surveys and 18 out-of-the-box reports.
As these features are not available on TeamViewer, enterprise businesses miss out on important tools that can improve productivity, efficiency, and overall team morale among employees. Rescue is the solution that can fill this gap with easy-to-use, built-in features that are ready to transform how your IT team works.
Rescue is the top choice for your enterprise
Rescue is the ultimate remote IT support solution for enterprise businesses. It stands out from competitors like TeamViewer due to its exceptional speed and productivity, improved support experiences, team training and strategic management capabilities, and robust security measures.
With transparent pricing, smooth and free integrations, and a focus on delivering the best return on investment, Rescue is the top choice for businesses seeking a simple yet secure remote IT support solution.
To learn more about Rescue, visit the website here.
Unless otherwise noted, all quotations and data are from the Qualitest competitive analysis report, “GoTo Rescue Competitive Analysis Report V05 June 2024,” June 20, 2024.