Great customer support software that works well in most instances
September 05, 2017

Great customer support software that works well in most instances

David Aspden | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with ConnectWise Control

We use it to troubleshoot on occasion with our user base. They might call with a perceived technical issue that is hard to diagnose over the phone so we suggest starting a session so we can see if there is anything out of the ordinary. It is used by just myself usually but on occasion my boss also uses it.

Pros

  • We embed a link on our site that users can simply click on and the process of getting a user to connect to connectwise is usually pretty straight forward.
  • The connection is usually quite stable and it makes it easy to see what is happening on their screen.
  • Mouse and keyboard events work well that make interaction quite easy.

Cons

  • The main thing that I would recommend for improvement is when I try to connect to mobile device users. I haven't tried it in about 6 months or so but in the past I have found it very hard to interact with a mobile device namely keyboard and mouse events may or may not work and after taking an action it takes ages for the screen to refresh to see its effect.
  • Also, it can be difficult to get users to download the correct client for their tablet. I am not sure if this could be streamlined for all devices but if there was one client app that differentiated between different types of devices then that would make it easier for users. Our users tend to use Samsung tablets but this is not always the case.
  • I am hesitant in getting them to try to download it as I don't want to waste their time if it does not work as expected and I am not able to assist them.
  • I would say that overall this product can increase productivity for us as sometimes it is just too hard to determine what a solution might be for our user-base without actually seeing what is going on in their own environments.
  • The cost is reasonable for what the service provides and is a good alternative to your competitors that have a much higher one-off cost.
In terms of connecting to PC's ConnectWise and TeamViewer are basically the same which is perfectly adequate in performing tasks. TeamViewer has a definite advantage when connecting to mobile devices in terms of the overall user experience. Currently, it is just easier and faster to navigate around a user's device using TeamViewer.
It is great for connecting to Windows PCs and seems to work flawlessly. As per my previous feedback I think some work needs to be done with the mobile versions. We use it to debug within a user's browser as our product is a web application and sometimes we can't replicate what is happening on our own machines. Sometimes the issue is that the user is using an old browser that is not supported and as our user base is a bit technically challenged it can be easier for us to just see the machine itself rather than ask many questions they may or may not be able to answer.

ScreenConnect Feature Ratings

Remote Administration
9.0
Screen sharing
8
File transfer
Not Rated
Instant message
Not Rated
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
Not Rated
Remote Active Directory® management
Not Rated
Centralized management dashboard
Not Rated
Session record
Not Rated
Annotations
Not Rated
Monitoring and Alerts
Not Rated
Multi-platform remote control
Not Rated

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