ScreenConnect: Great for when you don't need to commit
Updated December 11, 2017
ScreenConnect: Great for when you don't need to commit
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
We use ConnectWise, Screenconnect more specifically, when our agent cannot connect or the customer is not a client. This allows us to quickly provide remote support without pushing a full client package at that time.
- The quick and unobtrusive installation is a plus.
- The lightweight and good performance of the program makes remote help easier.
- Having multiple options for session authentication is a game changer.
- Not every end user is able to follow the instructions needed to initialize the program. Adding a visual aid such as a video on the main page would go a long way towards solving this.
- ConnectWise has a positive impact in our call times when dealing with a knowledgeable customers as they can access the site and the program quickly.
- ConnectWise has a negative impact on our call times when dealing with less knowledgeable customers as they take long periods of time and extensive coaching to access the site and the program.
We use TeamViewer, Splashtop, and ScreenConnect. Each of them has different uses, TeamViewer and Splashtop essentially overlap however. TeamViewer and Splashtop are part of our agent and we use them interchangeably, we have two as one can always fail or be down for maintenance. ScreenConnect is not part of our tool, instead we use it for non-client customers who need quick fixes without the commitment of a contract.