An easy choice for remote support!
April 21, 2017
An easy choice for remote support!
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with ScreenConnect
ScreenConnect has proven to be an invaluable tool for our business. We provide IT support and maintenance for local business and residential customers, and ScreenConnect's flexibility has allowed us to use one tool to provide support for both customers on a managed service contract as well as those looking for one-off break-fix support. ScreenConnect integrates seamlessly into our website, and requires minimal input from the customer, allowing us to provide them with a simple and pain-free experience. We've used a few different remote support tools over the years, and our customers agree that ScreenConnect has provided the best experience for everyone involved.
- ScreenConnect integrates perfectly into our website to provide a company-branded portal that is visually appealing as well as effective and easy to use.
- Starting a remote support session with ScreenConnect is very easy, both for the technician and the customer. The software requires minimal input from the customer, and we had little to no issue getting sessions up and running.
- The customization options in ScreenConnect are surprisingly robust. While other software providers require additional (sometimes excessive) fees for the ability to white-label their software, ScreenConnect happily provides the ability with no added charge.
- The only issue we ever had with ScreenConnect was connecting with Mac computers. The latest versions of OS X blocked the ScreenConnect client by default, requiring us to walk the customer through steps to disable certain security options over the phone prior to initiating a remote support session. This proved to be problematic, but as I understand it, the ScreenConnect developers are currently working on a solution.
- I'd honestly like to include more cons, but I can't think of any.
- The cost of ScreenConnect is impressive, to say the least. At the Standard tier, the monthly cost of the software is LESS than what we charge for a single hour of remote support. This software literally pays for itself.
- While other options we've used in the past charged us per agent (unattended access), ScreenConnect does not. This has lowered our costs for remote support, and prevents any unexpected changes in our pricing.
- ScreenConnect is very intuitive, both in using the software as well as in configuring it. For example, integrating ScreenConnect into our website took exactly 3 minutes. (3 minutes!!) I've found that we spend less time trying to get the software to work, and more time working (and making money) with the software.
With both TeamViewer and LogMeIn, supporting new clients was cumbersome. Getting the initial session started, configuring unattended access when necessary, etc, are all FAR easier using ScreenConnect. Pricing with TeamViewer and LogMeIn is also prohibitively expensive. For the features provided in ScreenConnect, you would be looking at HUNDREDS of dollars more in expense.