Remote Support Software Compared: Bomgar vs LogMeIn Rescue vs GoToAssist

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Imagine a world in which every tech support agent can fix every client problem without getting out of their chair.

This world can be yours.

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All you need is software.

Last week, I covered what to look for when shopping for remote support software with my Ultimate Remote Support Software Buying Guide. This week, we’ll look at some specific examples to help your business make that dream world a reality.

Remote Support Software Compared

The right software allows techs to fix most problems from their own desks, saving your company time and money.

Here are some remote support software options that will make in-person IT support optional and help make offering support from anywhere smooth and easy.

Bomgar

How easy is it to learn/use?

While not many people have reviewed Bomgar on Capterra, more than 270 Spiceworks community members have reviewed Bomgar. Users have given it an average rating of five stars, saying things like, “Bomgar has made remote support for our IT department a breeze.”

The only complaints I could find were one dis of the UI and one of the price.

Which platforms does the software run on?/Which platforms does the software serve?

When doing my research for these blog posts, I rarely run across an image that answers my features question so clearly. But ZDNet’s Bomgar profile really delivers.

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Bomgar runs on and serves Mac, Windows, and Linux. It can also serve smartphones, tablets,  servers, and switches, as well as point-of-sale systems and other kiosks.

Admin access to the machine you’re working on?

Yes. You can even access the command line.

Can you transfer files, view system info, change settings, download software, etc.?

Yes. Transfer files between remote computers, tablets, or smartphones during remote support sessions

Does it integrate with your ticketing system and/or CRM and/or help desk software?

Bomgar integrations include IWS by ISILOG, BMC Remedy, Dell KACE, Cherwell, HP, Hornbill, iSupport, Salesforce.com, and ServiceNow, as well as custom integrations.

Can you share sessions with other techs?

Yes

Can you record a session and related chats?

Yes

Bottom Line

If you’re servicing servers, switches, point-of-sale systems, and other kiosks, Bomgar is your best bet. If you’re a smallish shop with more narrow needs, I might get a quote from Bomgar (pricing is custom), but it’s probably going to be too expensive to make sense for you.

GoToAssist

How easy is it to learn/use?

According to TechRepublic, GoToAssist offers “a level of ease that isn’t possible to find using other remote desktop software.” They like that you can offer remote assistance without needing the destination IP address or to incorporate “tedious” port forwarding protocol on the router.

Which platforms does the software run on?/Which platforms does the software serve?

It serves and works on mobile devices, tablets, and Windows and OS X desktops.

Admin access to the machine you’re working on?

Yes

Can you transfer files, view system info, change settings, download software, etc.?

Yes

Does it integrate with your ticketing system and/or CRM and/or help desk software?

No

Can you share sessions with other techs?

Yes

Can you record a session and related chats?

Yes

Bottom Line

If you’re not already using help desk or customer support software, GoToAssist is probably your best bet, because it’s got some of that functionality built-in. Plus the fact that it doesn’t integrate with those softwares will be less of a problem for you.

LogMeIn Rescue

How easy is it to learn/use?

The Spiceworks community to the rescue again! Out of 79 reviews, LogMeIn Rescue has an average rating of 4.5/5 stars. One reviewer wrote, “The best feature is the ease of use for the user and the savings of time for me is huge.”

Which platforms does the software run on?/Which platforms does the software serve?

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PC, Mac, iOS, Android, and more

Admin access to the machine you’re working on?

Yes.

Can you transfer files, view system info, change settings, download software, etc.?

Yes. Drag and drop multiple files and folders through a dual-pane file transfer option.

Does it integrate with your ticketing system and/or CRM and/or help desk software?

Integrations include Salesforce, ConnectWise PSA, and Zendesk.

Can you share sessions with other techs?

Unclear

Can you record a session and related chats?

Yes

Bottom Line

If you’re already using Salesforce, Zendesk, or ConnectWise PSA, LogMeIn Rescue is your best bet. It’s much cheaper and less involved to set up than Bomgar and integrates with the software you already use, unlike GoToAssist.

Conclusion

Close readers will remember that, in The Ultimate Remote Support Software Buying Guide, I said that the most important considerations for buying software were ease of use and customer support. That’s an insight gained from reading Capterra reviews of software across my four coverage categories – legal, medical, customer support, and help desk.

For this piece I had to rely mostly on outside reviews, and those included almost no mention of vendors’ customer support! So, unfortunately, I can’t advise you on that.

But, I was able to find information about the other important features to look for in remote support software. Was this helpful? Any other vendors I should compare? Let me know in the comments!

Looking for Customer Service software? Check out Capterra's list of the best Customer Service software solutions.

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About the Author

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Cathy Reisenwitz

Cathy Reisenwitz is a former Capterra analyst.

Comments

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All of the above 3 Remote Support Softwares are good. Additionally, you may also have a look at alternatives like on premise R-HUB remote support servers for all your remote support and remote access needs. It offers collaborative remote support and knowledge sharing plus works on all platforms viz WIndows, MAC, Android, iOS etc.

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