Teamviewer - a top tool for your remote support needs!
January 10, 2024
Teamviewer - a top tool for your remote support needs!
Score 8 out of 10
Vetted Review
Verified User
Overall Satisfaction with TeamViewer
I am an IT Service Desk Analyst and my role is to support our staff and students with IT issues with software and equipment. We assist staff and students via TeamViewer for:
1. Remote Support - When a user logs a job about a particular issue we can conveniently take control of their device to be able to diagnose and fix simple issues without the need to make a site visit. This allows us to be more efficient and able to fix more problems within a shorter period of time leading to greater user satisfaction.
2. Software demonstrations/training: We also assist our users with using various pieces of software. Teamviewer is a fantastic tool as it is easy to take control of a device and screen share to demonstrate software functionality and how to use certain features of the software. The tool also allows you to record the session for audit purposes and also to allow users to reference the training or demonstration to look back on in the future.
1. Remote Support - When a user logs a job about a particular issue we can conveniently take control of their device to be able to diagnose and fix simple issues without the need to make a site visit. This allows us to be more efficient and able to fix more problems within a shorter period of time leading to greater user satisfaction.
2. Software demonstrations/training: We also assist our users with using various pieces of software. Teamviewer is a fantastic tool as it is easy to take control of a device and screen share to demonstrate software functionality and how to use certain features of the software. The tool also allows you to record the session for audit purposes and also to allow users to reference the training or demonstration to look back on in the future.
- Remote access
- Chat functionality
- Screen sharing and recording
- The chat box interface can be improved
- Reconnection sometimes isn't the best experience if the connection at the users end is unstable
- Increased connection time for the free version
- Cost and time savings of having to travel from site to site to provide support.
- Increased numbers of first time fixes for users increasing customer satisfaction. With this tool we have achieved over 80% first time fix rate compared to about 60% previously.
- Easy to use demonstration tool meaning that users learn how to do things themselves next time by looking back at recordings.
3 months
We are still evaluating between the products but so far Teamviewer comes in slightly cheaper due to no requirement for any particular hardware.
Do you think TeamViewer delivers good value for the price?
Yes
Are you happy with TeamViewer's feature set?
Yes
Did TeamViewer live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of TeamViewer go as expected?
I wasn't involved with the implementation phase
Would you buy TeamViewer again?
Yes
Not involved in implementation - only used it.
Implemented authenticated passcodes within Duo two factor authentication.