Effective Support through ConnectWise Control
July 25, 2017
Effective Support through ConnectWise Control
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control
We use ConnectWise Control as an integral part of our support service, but for remote monitoring of systems (access sessions) and ad-hoc desktop support sessions (support sessions). By removing the requirement for a direct connection to the remote site, ConnectWise Control enables us to provide an optimal service for minimal cost.
- Access sessions enable us to monitor remote servers and identify potential issues before they become crises.
- Access sessions enable us to remotely monitor systems without requiring end user actions, thus making the end user's life easier.
- Support sessions are easy to set up, and give the end users a feeling of reassurance that help is so quickly and easily at hand.
- We've had issues with the screen sharing aspect of the product, often ending up with a blank screen.
- We occasionally have login issues on remote servers, where the Access session returns a blank screen.
- The revised interface for ad-hoc Support sessions, with the random 4 digit code, is not as intuitive as the old interface.
- Since introducing ConnectWise Control, we have been able to take on a lot more clients due to the ease of connection.
- Customers are very positive about the ConnectWise Control experience, and find the remote support capability very reassuring.
- Our support engineers like the product!
- VNC, Bomgar Remote Support Software and TeamViewer
On a cost/capability basis, ConnectWise comes out miles ahead of the competition. The value for money is excellent.