Enabling Remote Support for SME
December 03, 2025
Enabling Remote Support for SME
Score 10 out of 10
Vetted Review
Verified User
Software Version
SOS (+10 or Unlimited)
Modules Used
- Remote Access
- Remote Desktop
Overall Satisfaction with Splashtop
Splashtop is used by us to provide remote support, both for long-term customers and for ad-hoc support. It allows us to be flexible in the type of access a customer provides us either using the installed streamer or the Splashtop SOS mode.When dealing with non-technical users, the greatest benefit is to allow them to share their screen. What would be a difficult task is made so much simpler by allowing us to see what the user is seeing, and being able to provide assistance to resolve their issues.
Pros
- Quick access to remote users who have the streamer installed.
- Ad-hoc access, so a license is not needed for every potential client, since we can provide support using the SOS support module.
- Multiple security options, so users can provide their support provider with access, but with the knowledge that they can control what is being shared.
- The ability to request 2FA and other credentials to allow access.
- Online access, so it can be run diretly from a web browser.
Cons
- Sometimes if a lot of machines are added to an account it can be hard to find these. They can be added to groups but it is a lot of scrolling to find a specific device.
- We have been able to procide support to new customers overseas, and expand into the USA and other locations.
- We were able to obtian a contract to provide software to a company that required distributed installs across multiple sites. The ability to provide support to these users was criticical to the project success.
What has impressed me are the number of options which are available.
For many users the fear is "you have put something on my machine which allows you to access my device". But, giving the user control, so they can set a PIN which must be entered by the support agent, or adding in the need for a local password to be entered makes the difference.
The security is excellent, but very often it is the percection of security which counts for the end-user.
For many users the fear is "you have put something on my machine which allows you to access my device". But, giving the user control, so they can set a PIN which must be entered by the support agent, or adding in the need for a local password to be entered makes the difference.
The security is excellent, but very often it is the percection of security which counts for the end-user.
We were able to get up-and-running very quickly, and the entire process is so simple that we did not require any assistance from the support team.
It is very simple to train our agents in using this software and we have been able to get employees providing support quickly, without having to spend days showing them how to use the support tools.
It is very simple to train our agents in using this software and we have been able to get employees providing support quickly, without having to spend days showing them how to use the support tools.
Do you think Splashtop delivers good value for the price?
Yes
Are you happy with Splashtop's feature set?
Yes
Did Splashtop live up to sales and marketing promises?
Yes
Did implementation of Splashtop go as expected?
Yes
Would you buy Splashtop again?
Yes
Comments
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