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Remote support titan is expensive, but worth it.
Updated July 09, 2021

Remote support titan is expensive, but worth it.

Kevin Medeiros | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Software Version

9

Overall Satisfaction with TeamViewer

Teamviewer is being used by our help desk and desktop support teams as a means to remotely assist end users that are not directly connected to our network or are at home. It allows us to troubleshoot problems quickly and without having to send out technicians, which saves us money and resources in the long haul. It allows for quick transfers of needed files and diagnostic logs.
  • Teamviewer allows for the transfer of drivers, files and programs through it's own interface without the need of going to the company FTP or mapping a shared drive.
  • Teamviewer allows seamless connectivity, even when installing a VPN client it will switch right over to the VPN connection without missing a beat. This proves to be invaluable when troubleshooting issues remotely
  • Teamviewer allows for not only screen sharing, but just straight file transfer accessibility when you don't need to take over someone's screen.
  • With the ability to monitor A/V status and Windows Update status remotely, Teamviewer 9 has enhanced upon what it does well even further.
  • Teamviewer also runs very well on Linux and Mac machines, which gives it the flexibility I need to support my end users.
  • Teamviewer pricing is very hard to swallow for small businesses and even larger corporations, it's very pricey.
  • Teamviewer licenses are only good for the intended version. Once the version changes from 7 to 8, or 8 to 9 your license will need to be renewed.
  • Teamviewer tends to be a little more resource hungry than other applications, but seems to pack a lot more features as well.
  • Teamviewer has definitely increased our productivity when assisting end users, as we no longer have to automatically deploy a technician when a problem arises.
  • I don't have figures as to what the ROI would be for implementing Teamviewer, but it definitely has a good return.
  • Customers definitely enjoy not having to wait for a technician to arrive in order to get assisted, this is a very good thing!
I've used LogMeIn as well and I have to say that TeamViewer is by far the best product for remotely connecting to computers, period. It has the most robust feature set and can connect across multiple platforms with an ease that I don't find in many other products. LogMeIn is also a great product, but I think TeamViewer's feature set makes it the better application.
Teamviewer is great not only for personal use to check on your machines at home while you are away, but also by far the best tool to get remote support to work through tricky corporate VPNs or firewalls. I have not had a situation where Teamviewer has failed to tunnel through the network and get me connected to an end user in need of assistance.

TeamViewer Security and Support

We did not purchase the premium support for TeamViewer. We've never really had a reason to purchase it since the software, for the purpose we use it for, has always worked great. There is plenty of user support out there on forums and on search engines for simple questions related to remote connectivity.

Using TeamViewer

20 - Help desk and the desktop team primarily use TeamViewer to remote into end user's computers in order to help them solve anything from simple configuration issues to more complex driver updates and program installations.
  • Remote support
  • File transfer
  • Diagnostics
The pricing of TeamViewer would be my only concern when renewing usage of it, but aside from that the product itself fits all the needs I have in a remote connection program. I specifically like it's cross platform capability, it's portability in helping customers using TeamViewer's Quick Support app and it's remote applications also come in handy when using tablets and smartphones.

Evaluating TeamViewer and Competitors

  • Price
  • Product Features
  • Product Usability
  • Product Reputation
  • Prior Experience with the Product
  • Third-party Reviews

TeamViewer Support

I've contacted regular support a few times and always receive a response. There are also lots of forums and user sites that can assist with questions and offer user support.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
No escalation required
Support cares about my success
None
No, there was really no reason to purchase premium support for our use case.

Using TeamViewer

TeamViewer is just nice. It works well and does everything you need it to do without fail. Nothing is hard about the program which makes it very user friendly, even for novices or end user's that just want you to be able to connect to their computer in order to fix a problem they are having.
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
  • Ease of connectivity is excellent and very user friendly
  • Downloading the QuickSupport is as easy as can be and can be branded
  • TeamViewer really isn't cumbersome in any aspect I can think of
Yes - Mobile interface for iOS is fantastic and for Android is very usable but not quite as polished. Overall it's very usable on a mobile device, but isn't the best way of going about using the program if you'd like to take advantage of all it's features.