How we streamlined our remote tech support
August 09, 2017
How we streamlined our remote tech support
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control
Our company provides outsourced tech support for other companies. Our entire service team uses ConnectWise Control. They use it to provide remote technical support to our clients. With it, we can email them a link or direct them to our website to start a remote session. It saves us a lot of time because we can solve more problems remotely.
Pros
- Ad-hoc remote support. It is very easy to get an end-user to connect to a remote session, either through our website or by emailing them a link.
- It is compatible with Windows or Mac, so we can support all of our clients' systems.
- The client portal is beautiful and easy to use. Customers are impressed when they click through to the ConnectWise Control portal with our branding.
Cons
- The admin area is confusing and sometimes convoluted. Making user security changes is tedious.
- The app sometimes has trouble opening on client's computers. In this case they need to download the app a second time, then it works.
- ConnectWise Control has had a positive ROI for us in terms of efficiency. Our technicians are able to connect to our clients faster and easier.
- At the time of purchase, we were deciding between TeamViewer and ConnectWise Control, and TeamViewer only offered a one-time purchase of over $1,000 for the amount of licenses we needed. ConnectWise Control offered a monthly plan which allowed us to provide remote support at a much lower up-front cost.
- We've found it to be very fast even over slow connections. This help when our technicians are on the road possibly using a cellular connection, or if our customers are in a remote location with a poor connection.
- TeamViewer and Mikogo
Mikogo was free but very buggy, it was not reliable enough for a corporate setting. TeamViewer at the time of purchase was much more expensive up-front because they didn't offer a monthly subscription, however I would say TeamViewer is as reliable and easy-to-use as ConnectWise Control.
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