TeamViewer consistently defines the standard for remote support
August 11, 2017
TeamViewer consistently defines the standard for remote support
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with TeamViewer
We use Teamviewer to support our customers on a daily basis. For us it is a vital tool. It enables us to provide support quickly and professionally to our customers. As a remote desktop support tool, this one of the older, well known and more mature remote support products available.
For us, crucially, the product integrates with the Zendesk help desk system and it is very straightforward for customers to request help and connect quickly to support technicians when the need arises.
The software also has many professional features that help to make the support process easier, not found in some other remote support tools. In particular the ability for the customer (as well as our technician) to record the support session for future reference, logging facilities, the ability to brand the remote support tool with our details and the ability for the software to run when needed without the need to install anything permanently on the customers PC.
For us, crucially, the product integrates with the Zendesk help desk system and it is very straightforward for customers to request help and connect quickly to support technicians when the need arises.
The software also has many professional features that help to make the support process easier, not found in some other remote support tools. In particular the ability for the customer (as well as our technician) to record the support session for future reference, logging facilities, the ability to brand the remote support tool with our details and the ability for the software to run when needed without the need to install anything permanently on the customers PC.
- Quick and easy for our customers to connect to a technician by following a link a portable version of the software for a single support session. No need to install any software permanently on their PC.
- Well known, mature product with a wide range of features (Logging, recording, file transfer, etc.).
- Runs smoothly on a broad range of platforms too - PC, Chrome, Linux, MacOS, iOS, Android, Blackberry, etc.
- Pricing policy is a little bit confusing/misleading. We hesitated about purchasing Teamviewer for a few years because of the pricing model. Essentially you buy the software and then pay to upgrade it for an upgrade fee each year. You don't actually have to upgrade it each year, but it does make sense if you use extensively.
- For a lot of small IT companies, they look at TeamViewer as a bit expensive. To be honest, we hesitated over the price at first, but we have found that most of the competing remote support products are similarly priced.
- The use of TeamViewer, has enabled us to provide professional remote support to customers. This has allowed us to cut support times, cut customer support costs and improve their experience allowing us to be more competitive.
- We have found TeamViewer to be a more professional and smoother experience than other cheaper remote support tools. This has resulted in time and cost savings.
For remote support purposes, we see TeamViewer as the top choice in term of features. Most important for us was that the tool would offer an easy, quick, and reliable, experience for the end user/customer. In honesty, LogMeIn is very similar and the choice between the two was not straight forward - TeamViewer edged out in terms of ongoing costs, and the quick support client. Chrome Remote Desktop, VNC, WebEx involved more effort for the end user and more effort for us to assure customers that the remote connections were secure.
TeamViewer Feature Ratings
Using TeamViewer
3 - In our case, teamviewer is used primarily as a means for technicians to provide support on an ad-hoc basis to customers. It is particularly important for urgent support, where we are unable to visit on site.