Cisco Webex Support was a remote access and support tool that has been discontinued and is no longer available.
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ClearSlide
Score 7.5 out of 10
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ClearSlide enables sales and marketing teams to find content, communicate it whether in-person, on the phone or through email, and get insights into how customers engage, with the goal of helping sales and marketing teams make every interaction count and create amazing customer experiences. ClearSlide is a system of engagement for sales, marketing & services teams. For managers and leaders, ClearSlide provides engagement dashboards to improve deal visibility, coaching, and stronger…
We use WebEx Support Center in the IT department to support users as well as work with vendors remotely. This applies to physical desktops, laptops, and Virtual Desktops. We have around 200 employees. Most employees work in one of our offices, but we do have at least 5-10 users who are more frequently remote than they are in the office. It helps us remotely access machines we wouldn't otherwise have access to, due to lack of physical access. It's excellent for troubleshooting access problems from users' personal machines, as well.
Clearslide makes it easy to share files with anyone via a single link. It simplifies the process of document sharing in the new "work from home" age we have now and allows multiple parties to view the same document, either simultaneously or separately. It is less appropriate for sensitive information, as the link can easily be shared between parties or forwarded on, so there is no gatekeeping.
Simple Remote Access - WebEx Support Center works with either a permanent install or temporary executable, so you don't have to worry about users being particularly comfortable or knowledgeable about software installation. It also doesn't matter if the user is on an account without admin rights, you can still connect and see what's going on using the temporary executable.
Robust Access Options - You can take see the user's screen, take control of their screen, send files, and retrieve files. It's a great tool for troubleshooting issues that users might be experiencing and doesn't depend on them being able to find the files that you need to properly troubleshoot their issues.
Great performance - Even when users don't have a particularly great internet connection, you can still typically get good results and help them quickly. You're not going to do it over dial-up (if that even still exists for anyone), but it works acceptably well even over very modest DSL or satellite internet connections.
Analytics: for sales, especially when selling virtually, it can be difficult to know if your customers are engaged with the presentation. Clearslide will give you reports that indicate how long customers were viewing what you were presenting, if/when you lost them, and at what place in your presentation you lost them. It can also show you how long potential customers spent reviewing follow-up materials you've sent them.
Screenshare: the screenshare functionality, when using Google Chrome, is very seamless, and the customer can take over the screenshare without needing any downloads or plug-ins.
Presenting: It's quite easy to present material with Clearslide, and to move between materials that you are presenting.
During initial setups it can be a little confusing.
The look and feel is a little rigid. It feels like it is in need of a smoother UI update.
When a new user is introduced to webex and they are asked to share their desktop, it maybe a little difficult for the user to navigate to the correct buttons.
Call quality with CS has always been an issue in my two (2) years of experience with the platform. CS upgraded their phone provider in winter 2018, but the call quality has only been marginally improved from my perspective. Also, with the switch to a new phone provider, users are required to use a new conference line, access number, and a leader pin. The leader pin is new and adds an extra step to setting up a conference line, which seems unnecessary.
Content curation is probably my biggest issue with CS. With previous experience in a sales enablement company, I've seen how content can be curated to map to the seller's specific stage in a deal cycle, which is what most companies want. CS does not have this functionality from my perspective, and if it does, then overall curation capabilities are weak. Rather than curating content to match a seller's current point in a sales process, CS relies on surfacing content that is most popular or recently added. There is a search feature, which works well if you know what the collateral is called, but it is not scanning the content of documents to find what is most relevant. I equate the content feature of CS to a search that you would do in your computer's "Download" folder or even in Dropbox. If your company is smaller and only needs to surface a few pieces of collateral, then CS will work fine. If your organization is larger with large amounts of specific collateral, then I would look elsewhere.
The CS plugins for Outlook, Gmail, or your web browser are great ideas but executed poorly. The integrations have caused a lot of headaches for colleagues and me since their release. They have caused our email to close unexpectedly, content to not be linked properly, or emails to not be tracked. The idea for these integrations was to reduce the amount of time a seller has to jump between windows, which is awesome, but the integrations are full of glitches. One of the biggest glitches I've seen is how CS, Grammarly, and Outlook all work together. CS is always the component of those three that causes everything to freeze or crash. In short, the integrations are a great idea but executed poorly at this time.
The Enterprise package we purchased (Event Center, Remote Support, Meeting Center, and Training Center) for 100 users is the same annual price as GoToMeeting for 25 users. We will renew as it is a package deal. If it were just WebEx Remote Support, we would not renew at all.
ClearSlide is embedded in our culture and in our organization. The sales and marketing teams use ClearSlide on a daily basis to share information and presentations as well as communicate "what is working." Our leadership uses the analytics to provide improved feedback and coaching regarding bottlenecks our representatives are experiencing.
Honestly, there are people available. But none of them will help you with your issues. They just keep assigning new service engineers who are often clueless.
Its easy to use from a presenter's perspective. Its web based so anyone who can navigate Facebook can open a live pitch or shared file. This makes it easy to give live demos, share files, and share screens with out downloading any software or installing java patches
I was mostly involved in the implementation process and syncing ClearSlide with Salesforce, and I would say the support was mostly average. It took a few times to get everything scheduled, and a lot of the process was left up to me. I was reading through the documents that they supplied. It wasn't complicated, but more direct support would have been appreciated.
I would say that Cisco Webex Support stacks up pretty evenly in capability, but in some regards (video clarity, toll-free access, etc.) they were even better. Where they did provide a better solution for toll-free access on audio bridges, their audio quality was worse for those that wanted to use VoIP for the audio conference bridge.
ClearSlide stacks up to be as good as any of the aforementioned tools. We selected Clearslide because of its ease of use and implementation. It did not take our team too long to get acclimated with how ClearSlide works and how they would be using it, allowing them to generate more meetings and more revenue.
This product ROCKS!!!! ClearSlide shortened my sales cycle by over 50% by enabling to jump right into a LIVE demo on an initial client call so I don't have to waste time scheduling a demo at later date. People are busy and finding a time to schedule a call can take days or weeks
WebEx Support Center works pretty excellently for us as we are a small shop. We are experienced and have pretty good skill sets. WebEx Support Center is an excellent product for our use cases with our users and client to troubleshoot issues.
WebEx Support Center is more expensive than our previous product MXIE or Logmein. It has a more user-friendly UI, and overall performance is better and reliable.
