Affordable, Stable and Easy for Customers to Connect!
Kat Wasabi | TrustRadius Reviewer
December 08, 2018

Affordable, Stable and Easy for Customers to Connect!

Score 10 out of 10
Vetted Review
Verified User
Review Source

Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)

Screen connect has been a valuable customer support tool for our business. We are able to provide remote support for email setup and troubleshooting as well as assisting customers with minor training. We can actually see what customers are doing and help them facilitate the tasks they wish to perform. We have also set up ConnectWise Control for our customers so that they are able to connect with their customers. Its a win-win for everyone!
  • Custom URL to connect and branding. This legitimizes the software and makes clients more trusting of the software.
  • Each session is limited to one time access which gives customers peace of mind.
  • Easy to download and install for customers!
  • When installing on the client's end, a few of the required dialogue boxes appear hidden. Customers who are less tech savvy have a hard time finding these boxes to finish connecting and start the session.
  • You should be able to customize the login which would make it easier to log in without having to look up the username every time.
  • Allow custom logos and contact information for each Administrator to streamline branding.
  • Positive: We can help customers remotely and prevent return service calls for computer repair customers.
  • Positive: We can help new website customers set up their email and troubleshoot if they try to set it up on their own.
  • Positive: The ability to have remote sessions makes one person far more productive and getting things done more efficiently means we can do more remotes at the same rate which makes us more money.
We chose ConnectWise because it was far more affordable than the other remote connection software. Also, it was the easiest to install and access for our remote customers. Additionally, it was the most stable and still has not crashed during any of our remote sessions. We trust it so much that we recommend it to our customers so they can work from home!
Screen connect is a great tool to provide customer support as well as the support of other staff members. You could even use screen connect to assist older, less tech savvy family members with their computer issues.

It would be inappropriate to use it on an IOS device because you cannot access those devices (phone, tablet, etc) with this software (I wish!).

ConnectWise Control Feature Ratings

Screen sharing
10
File transfer
10
Instant message
6
Secure remote access with Smart Card authentication
10
Access to sleeping/powered-off computers
10
Over-the-Internet remote session
10
Initiate remote control from mobile
Not Rated
Remote management of servers & workstations
10
Remote Active Directory® management
Not Rated
Centralized management dashboard
10
Session record
10
Annotations
Not Rated
Monitoring and Alerts
10
Multi-platform remote control
10