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Great remote assistant software becomes great web conferencing software
Updated December 04, 2014

Great remote assistant software becomes great web conferencing software

Mike Robinson | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

8

Modules Used

  • Corporate

Overall Satisfaction with TeamViewer

We initially purchased TeamViewer for remote assistance for Help Desk users and remote server administration. We now have begun using the software for web conferencing and recording.
  • High quality recordings are very small (Web Conferencing)
  • Web Conference attendees can use an In-Browser flash viewer or a one-time executable viewer
  • Mac and Windows QuickSupport clients
  • The TeamViewer client also works as an Instant Messaging platform
  • Remote sessions can be shared with other team members
  • Constantly evolving (both VoIP and Web Conferencing are new features since we first purchased the product)
  • Newest version is kind of pushy about trying to get you to purchase their ITBrain product
  • Linux version uses Wine, would like to see a native executable like the Mac version
  • Add back the ability to enable/disable Direct-In
  • Lower costs for web conferencing
  • Faster resolution time on help desk tickets
  • Increased off-hours coverage
Most of TeamViewer's competitors (GoToMeeting, GoToAssist, WebEx, MyTrueCloud) are priced on a per-month basis. Some companies (like WebEx) also do not allow licenses to "float", they require that the license is tied to a specific user. This simply did not fit our use case. TeamViewer's channel based licensing is more suited for environments where there is an occasional need for web conferencing or remote assistance.
The product continues to improve in functionality. Unless TeamViewer becomes more "pushy" for some of their secondary products or they change their licensing strategy, I actually expect we will continue to utilize TeamViewer more.
The concurrent channel model is well suited for our use. I don't think this model would be useful if you were (for instance) running a call center where you might have all licenses being used by all users simultaneously. We have also had some push back from users because they don't know the product as well as their competitors.

Using TeamViewer

Remote Assistance features are used by the entire IT department. Some of the Web Conferencing features are used by various individuals in the organization when the need presents itself.
1 - Basic IT
  • Remote Assistance
  • Web Conferencing
  • Remote Server Access
  • Remote File Transfer
  • DR Site Administration
  • Mobile Device Support

Evaluating TeamViewer and Competitors

Yes - Replaced GoToMeeting. Overall cost of TeamViewer was cheaper on an annual basis. Gives us both web conferencing and remote assistance features.
  • Price
  • Product Features
  • Product Usability
We initially used TeamViewer for remote assistance. The new features (web conferencing and VoIP) have improved the products usefulness for us.
We evaluated several solutions. TeamViewer simply came out as the best solution for our needs and our budget. I wouldn't change anything.

TeamViewer Implementation

We trained out technicians in the use of the application in about an hour.
  • Implemented in-house
Change management was minimal - Since we originally intended to provide remote assistance which was not provided before, there was no change from a previous system.
  • Needed to train our staff (about 1 hour)
  • Deploying the QuickSupport executable to end systems

TeamViewer Training

  • Self-taught
Yes, there are several good documents on the TeamViewer site that allowed us to create our own training.

TeamViewer Support

On occasion that we have had problems with TeamViewer (almost always beta), their support has been helpful in recommending solutions.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Support cares about my success
Quick Initial Response
None
No - We haven't seen a need for more support than we get with our current license.
I've only had one time that I needed support from TeamViewer and it was for a beta version. Their support provided an acceptable solution and the problem was fixed once that version was out of beta.

Using TeamViewer

It's just easy to use.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • QuickSupport allows for you to use a code and pin for accessing remote systems
  • Custom QuickSupport also adds the ability to tie a QuickSupport executable to a user id...no need for code and pin
  • The in-browser viewer for web conferences is a better solution than most
  • I would like a way to disable specific system alerts without purchasing the ITBrain product
Yes, but I don't use it

TeamViewer Reliability

I've rarely had problems with the product.
It's usually without problem, but we have had connectivity issues on occasion.
The application is built on VNC which is a very stable technology.

Integrating TeamViewer

  • Help Desk
This is what TeamViewer was built for, so the integration was painless.

Relationship with TeamViewer

They were clear on their pricing and gave us adequate support after the sale.
Whenever we have had a problem, they are quick to respond, easy to work with, and understanding.

Upgrading TeamViewer

Yes - Yes, TeamViewer is generally pretty good about compatibility with previous versions.
  • Windows 8 Support
  • Nothing yet, but they are always impressing us with their new features