Key features include inbound, outbound and blended campaigns, call routing, interactive voice response I This cloud-based system frees IT departments from clunky, server-based solutions, offering on-the-go mobility, powerful features, and flexible pricing Slack vs TeamViewer. Webex vs Freshdesk. Remote Support vs ConnectWise Control. Wrike vs AnyDesk. Zoho Meeting vs Freshservice.
If your small to midsize business SMB serves a global customer base and has remote employees working out of different locations, you will invariably have to manage technical support for tons of different applications and devices. As a result, offering on-site support becomes a drain on the company's resources. This is where remote support software steps in, allowing a small IT team to check and fix errors with many different systems—including laptops, desktops, servers, mobile devices and more.
However, selecting the right remote support solution, among the many available in the market, means understanding the differences in pricing, functionality and other parameters. This Buyer's Guide intends to offer you exactly these insights and help you make a better purchase decision. What Is Remote Support Software? Common Features of Remote Support Software? What Type of Buyer Are You?
Remote support software allows you to access and control any device from a remote location. It is primarily used by IT support technicians to resolve the issues faced by end-users. A typical example is a seller of computer systems offering post-sales remote technical support to customers, or an internal IT team remotely configuring the devices of a geographically dispersed workforce. The core functionality of remote support tools is gaining control and access of the remote device. Support technicians typically perform the following functions using these tools:.
Besides remote control and access, these solutions offer a range of features that come in handy when conducting remote support sessions. Here's a list of the most common functionalities:. Before you invest in a remote support solution, you should evaluate and understand your business needs. Below are the three categories of buyers and what they should take into consideration when purchasing a remote support tool. Enterprise buyers: Large organizations should ideally go for feature-rich tools that are flexible in terms of functionality and offer integrations with third-party tools.
In this regard, plugins and software bundles become important as this allows users to expand the tool's functionality. For instance, a common tool that comes bundled with remote support solutions is network monitoring software , which is an important solution for organizations with large internal networks LAN and server systems that need close monitoring.
In addition, it's essential that the remote solution integrates with third-party tools such as CRM software , project management solutions , ticketing systems and other solutions that your organization is currently using. This ensures that there are no hassles, while importing or exporting data between these different systems. Growing and small business buyers: The choice for SMBs is not so straightforward when it comes to purchasing the ideal remote software solution.
Here are some things to keep in mind, while buying one:. Best-of-breed buyers: Remote support software can also be used for other purposes than technical support. For instance, you can use it as a tool to remotely access and use an application installed in a different device. Likewise, you can create online video presentations, conduct online meetings and much more. There are many remote support applications which focus on such niche use cases. Remember to compare the functionalities of different solutions before you make your decision.
Software Advice uses reviews from real software users to highlight the top-rated Remote Support Software products in North America. Get Advice. Other Software. GoToAssist GoToAssist is a cloud-based remote support, service desk, and mobile device support solution. Visit Website Learn More. ConnectWise Control FrontRunners ConnectWise Control is cloud-based operations management solution that allows technicians to perform remote support, gain remote access and run remote meetings.
Freshdesk Freshdesk simplifies customer support by centralizing all customer interactions into a single, affordable, Web-based solution. Atera Atera is a cloud-based end-to-end IT management software solution geared to small to midsize businesses in the IT sector.
Pulseway FrontRunners Pulseway is an integrated IT assets and network monitoring solution designed for IT administrators to remotely monitor and control their business IT resources.
Take Control N-able Take Control and Take Control Plus are cloud-based remote control solutions built for MSPs and IT service businesses that need to securely access and troubleshoot end devices quickly with fast, powerful tech tools.
Remote Support and Meetings Remote Support and Meetings is a cloud-based remote support platform that allows users to conduct online training, meetings and demonstrations. TurboMeeting TurboMeeting is a collaboration solution that provides real-time applications including web conferencing, remote support, audio conferencing, video conferencing, remote access and webinar support. ISL Light FrontRunners ISL Online is a remote support solution for virtually all industry verticals including healthcare, information technology, universities, government, and banks.
Endpoint agents per license. Registered technicians per license. One Concurrent User. One-click access. Support of multiple platforms Windows, Mac, Linux. Mobile application. Remote connection to mobile devices. Attended support.
Unattended support. Multiple language support. Customized branding. The Free version is limited to the control of ten client computers. The remote shutdown and Wake-on-LAN features are only available with the higher of the two paid plans, called Standard and Professional. Zoho produces a wide range of business software and the company also owns ManageEngine , which is a leading supplier of IT infrastructure management software.
Zoho Assist is a cloud-based package of remote access services that is ideal for help desk and MSP technicians. All communications are protected by bit AES encryption. The Zoho Assist package includes a live chat system and an integrated file transfer utility. The technician can open up multiple sessions on the same remote machine, enabling user-visible actions in one window and operating system actions in another.
It is also possible for the technician to show the customer his own screen in the interests of giving a system tour or usage instructions without having to grant that prospective buyer an account.
Apart from the remote desktop utility, Zoho Assist includes full remote access features that include automation for bulk research and updates across endpoints.
For a completely free remote desktop system, check out the Free Edition of Zoho Assist. This package will operate for one technician and allows contact to five remote computers, but only one at a time. This is a particularly interesting service for independent, freelance support technicians because it includes all of the tools needed to communicate with a user that needs help.
The service is delivered from the cloud and is charged for by subscription with a rate per technician per month. That means that the entire system is available to independent technicians as well as teams working for MSPs and large organizations.
It is also possible to access the operating system without going through the desktop of the remote device. The Take Control system is available at two levels, with the higher level being called Take Control Plus. The higher level is particularly useful for supervised technicians because it includes session monitoring and technician performance reporting functions. Take Control Plus also includes a user survey to evaluate the competence of each technician.
The service can be paid for by the month or by the year. The annual payment plan works out cheaper. However, be aware that you have to pay for the service period in advance. SolarWinds offers it on a day free trial. TeamViewer is an industry leader. This remote desktop system has been installed more than two billion times , which shows its popularity. We put this remote desktop system near the top of our list because it is a very comprehensive commercial product that allows free use by private individuals.
However, if you need a remote desktop program for business use, you will have to pay. As the name suggests, TeamViewer is aimed at team collaboration and has a number of group communication features that make this more than just a remote desktop sharing tool. These include video conferencing utilities and demonstration broadcasting.
The remote connection tool relies on two-factor authentication to enhance security and all transmissions are protected by bit AES encryption. The controller software can be accessed from Android mobile devices. The system also includes a secure file transfer facility and script execution capabilities in the console.
Although you have to pay for the Business Edition of TeamViewer, you can get it for free for an assessment on a day free trial. Atera is a support package for managed service providers MSPs. Another utility in the package is a Help Desk system , which includes a portal for access by the user community and a dashboard for use by technicians when they are working on a ticket.
The Help Desk dashboard gives access to a remote desktop system, which is actually Splashtop , which you read about above.
The interface includes a chat system so that the technician can guide and advise the user as he explores the remote endpoint and produces a solution for the problem raised on the support ticket. Atera is a cloud-based service and is accessed through any standard web browser. The service can also be accessed through a special app that is available for free for mobile devices. The platform is charged for on a monthly or yearly subscription per technician. You can get a day free trial and test the Atera system before you sign up for a subscription.
You can use a Google Chrome browser as a remote desktop viewer. The device that is being accessed needs a program installed on it. This is the agent program. Once that is running you can allow access to anyone by giving them a PIN.
The viewer is browser-based and accesses any device over the internet. The system will work on any operating system that can open Google Chrome and there are also apps for Android and iOS devices. Communications over the internet are protected by HTTPS , which is the same security system that protects credit card information when you buy things on the web.
Microsoft produces a remote desktop connection system that is free to use and grants access to computers running the Windows Professional , Windows Enterprise , or Windows Server operating systems. You can access a remote machine from a mobile device as long as it runs Windows Mobile. It is also possible to use an Xbox One as either the remote device or the accessor. You can access up to ten devices with one Microsoft account through this program.
A big advantage of this system is its easy integration into the operating system of your computer. There is no user profile restriction on the use of this software, so businesses can use it for free.
Remmina is an open-source project.
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