Item: Splashtop
Rating: 8
Author: Dana Friedman

Overall Satisfaction with Splashtop Enterprise

Use Cases and Deployment Scope

We are an IT support company. We have PCs, Macs, and some tablets and phones that require service. We have some set for unattended access, and we are available as needed for remote access to others.

Pros and Cons

Pros

Remote acccess
Ability to log session notes
Cross-platform compatibility

Cons

TECH SUPPORT!

Return on Investment

Billing for remote service will likely go faster and be more accurate
We have better Mac remote access support than we used to
Android remote service helps us too.

In my opinion, it's NOT EASY! They took days to get back to us, and when they got back to us there was no option for real-time communication. Those folks have a good product, and it's clear they're making a dollar. They can afford to spend a few bucks on staffing up, getting better people, and even some who speak and can write business-level English.

Splashtop Security

Overall, great. Support did not fix one ongoing 2FA problem I have. Their fixes didn't work, and I'm tired of back-and-forth with people who don't know, can't / won't escalate, and with whom there's no means of real-time interaction for support.

Onboarding with Splashtop

Once we got me the right product (people in sales were very helpful with that), it all came together pretty quickly.

Products Replaced

Yes - We had a vendor/partner suggest that we switch. I'd rather not say which product we were using before, as I like the company and do not wish to cast aspersions on them. I'll just say they are a small business and might be harmed by my saying I left them. Splashtop Enterprise does many things better than the other folks, but the other folks have some benefits that Splashtop doesn't have.

Key Insights

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

Likelihood to Recommend

A business's IT support team or an IT consulting firm would do well with this as a remote access tool. From my experience, the support is ABYSMAL. The support people clearly do not have full command of business-level English, and they seem to take several rounds of communication to understand the points of certain messages. In some circumstances, they understand the problem, but simply can't fix it. They have no phone access or real-time remote access support. Isn't that HILARIOUS considering they MAKE a remote-support product? If they could fix their support, I'd be MUCH more thrilled with them. The product and service are great when they work. God help you if you need help.

Comments

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Great product, lots of features, AWFUL support

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