Connect remotely, but at a much higher cost
January 18, 2024
Connect remotely, but at a much higher cost
Score 5 out of 10
Vetted Review
Verified User
Overall Satisfaction with TeamViewer
We are an MSP and connect to many servers and end-user workstations. It is sometimes difficult to keep accurate inventory of all our devices, and connect to them when needed. Our biggest needs include needing to connect to servers in many different locations, and support end-users while they are showing us a problem on their screen. It is often very difficult to have someone describe a problem to us, so the ability to jump on their computer and assist is very helpful.
- Instant and quick connection to any device, with very little issues
- The ability to scale-up a display and emulate a RDP session without using the RDP protocol
- Ease of installation and integration
- Simple interface for technicians and staff
- The admin interface is dated and difficult to use
- It is difficult for us to walk end-users through installing the software. Once they provide us the codes to connect, we can usually get on. But getting to that point is not difficult for those that are not technically inclined
- The price has continued to climb and features are not added at the same pace to make the price increases worthwhile
- Customer support has been difficult or unresponsive
- A positive impact was reduced time in support calls from end-users explaining their problem, since we can see their screen and assist them directly
- A negative impact was the price of TeamViewer kept increasing, and is now too expensive to justify, with the screen-sharing market having many more reasonable competitors
- A positive impact was being able to see and manage our remote devices in one area, but a negative impact was that the device management always took a backseat and better products are out there specifically for that purpose
We saw immediate benefits when support call times were reduced. For the first few years, it was noticeably better, and both our IT support staff and end-users were satisfied. As the price gradually increased and competition became better, however, the economic benefits became less realized and the price was not easy to justify.
ConnectWise's screenconnect was the biggest contender to TeamViewer as they are shaking up the industry with their web-based interface, super easy installation, and one-click remote support capabilities. Their pricing blew TeamViewer out of the water, and they were able to do the same features for a fraction of the price.
Do you think TeamViewer delivers good value for the price?
No
Are you happy with TeamViewer's feature set?
Yes
Did TeamViewer live up to sales and marketing promises?
Yes
Did implementation of TeamViewer go as expected?
Yes
Would you buy TeamViewer again?
No
Unless you pay even more, you are on your own regarding implementation. TeamViewer does provide a support team and documentation, but for small businesses, you should expect to do most of the deployment and implementation yourself.
TeamViewer's security capabilities are adequate, and we are able to pass security audits because they have always been first to implement better security processes. In practice, their security has become clunky and actually made it difficult to support users. They have rate-limiting on connections, installing can be difficult, and other roadblocks to ensure quick and smooth functionality.