Helping our customers and technicians to be successful
April 23, 2019
Helping our customers and technicians to be successful
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ConnectWise Control (formerly ScreenConnect)
We use ConnectWise Control for technical support in using our software. We've struggled with other screen sharing software in the past and have really enjoyed the ease of use and features included with ConnectWise Control. It is easy for our users to start a session and easier for our technicians to be able to do their job. We also use it with our Quality Assurance team to access user machines that are having unique issues that we aren't able to replicate in house.
- Ease of use by users. Many screen connect software packages are confusing for users to start sessions and require large installations. ConnectWise Control makes it simple to start a session for the user.
- Giving the needed tools to technicians. Most screen connect softwares have limitations that require user input to accomplish tasks. This slows down the troubleshooting process and makes it difficult for the tech to complete their job in a timely manner. ConnectWise Control gives the tech the control they need to get their job done.
- The only issue I have with ConnectWise Control is that the path to adding new users isn't intuitive and could be simpler.
- Getting our users quick and competent support the first time helps to reduce our time per ticket on the difficult issues.
- Having a solution that works for Mac and Windows computers and was easy to install for our users was critical and not readily available from any of the other vendors we tried.
Ease of use for both the customer and the technician made ConnectWise Control an easy choice. The added functionality that wasn't available in the other options was just the icing on the cake.