It's great, if you work in the US
September 13, 2016
It's great, if you work in the US
Score 3 out of 10
Vetted Review
Verified User
Overall Satisfaction with ScreenConnect
We tried using ScreenConnect for technical support purposes. From a usability standpoint it's great - really good functionality, easy to get customers connected. However, we ran into repeated issues with the web app/admin panel crashing and not coming back online. The support guys were very knowledgeable, however they work purely on an American timezone (despite being an international company). I waited on one occasion for roughly 4-5 hours on their live chat waiting for a response to an urgent issue (see web app crashing - above) and eventually had a response while I was out on lunch. I did speak to one of their accounts staff after this to request a refund, and was told I would receive a call back from their manager as soon as he became available. This call never came.
Overall I really liked ScreenConnect, and if I worked on a US timezone I would probably take another look at it. In the end we decided to move elsewhere simply because as a UK company with UK customers, we couldn't continue using a system supported from overseas. We rely too heavily on screenshare software to wait for an 8 hour time difference on support requests - really I don't think they should advertise as an international business until they can provide reasonable levels of support within their customer's time zones.
Overall I really liked ScreenConnect, and if I worked on a US timezone I would probably take another look at it. In the end we decided to move elsewhere simply because as a UK company with UK customers, we couldn't continue using a system supported from overseas. We rely too heavily on screenshare software to wait for an 8 hour time difference on support requests - really I don't think they should advertise as an international business until they can provide reasonable levels of support within their customer's time zones.
- Good functionality (range of in-app features, e.g. annotation).
- Launched and managed from a web app, so easily accessible.
- Quick - the software was very fast when connected with a customer (when compared to other similar screenshare software).
- The international support needs a LOT of improvement. Supporting UK businesses from a US timezone provides a very poor experience for the customer, especially one that relies heavily upon your product.
- Poor organisation - it's disappointing to have a company who mention their own customer service prowess so heavily on their website, not call you back when they have arranged to do so.
- Very little, to be honest. I sunk a lot of time into trying to get issues resolved with their support team, primarily because they were in a different time zone. We spent a fair bit on it and didn't use it a whole lot after our initial purchase, because of these technical issues.
TeamViewer was too expensive, and Zoho Assist was too slow. ScreenConnect was reasonably priced and fast, with additional functionality which we didn't strictly need but enjoyed anyway.