Enterprise Software

Which Web-based remote support tool do you use? Take the poll

Which Web-based remote support tool is the best solution for both the support professional and customer alike? Take the poll and join-in on the discussion.

Which Web-based remote support tool is the best solution for both the support professional and customer alike? Take the poll and join in on the discussion.

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Many support professionals support users over multiple locations. Taking remote control of a customer's desktop is probably the method of preference, since it saves the support tech time and the customer money. And it's certainly a better way to diagnose a problem compared to verbal descriptions given by a confused customer.

Over the past couple of years, I've been in the position of providing remote support a few times, and I've used one of the Web-based solutions to establish that remote connection. But I do it on a sporadic basis and usually as a favor to a friend or relative. As of now, the one I used isn't something I'd call a favorite or a best. But it was adequate for the circumstance.

For the support pros doing it on a regular basis, however, they'd probably need more than just adequate. Here is a checklist of things I'd look for, having been on both ends of the services.

  • Cost is always a consideration.
  • Ease of connection, especially for the customer.
  • Customer comfort -- knowing their computer will be safe.
  • Automated customer support requests.
  • Ability to link from e-mail or a Web site.
  • Voice integration to chat with customers.
  • Recording and playback of sessions.
  • Logging of sessions.
  • Capability to reboot and automatically reestablish the remote session.
  • Fast file transfer.

What else would you add to that checklist?

And out of the many Web-based options out there, in your experiences, which one would you consider the best all-around?

Also, please share your remote support experiences, from either the giving or receiving perspective, in the following discussion.

39 comments
christinekristy
christinekristy

I use Microsoft lync for communication and remote assistance. I find this faster since it relies on the local network and can work without internet connection. the disadvantage with lync is that you can only get to see the user's screen and cannot do anything on it. u have to direct the user as to what to do.

missupport
missupport

I tried Beam Your Screen and it was terrible; kept getting disconnected, users had trouble getting in etc... I tried and liked CrossLoop, but I found that, for me personally, Zoho Assist was a better fit. It works very well, and is very reliable/consistent. It is also very reasonably priced (they have a FREE version too in fact), easy to setup, users can get in very easily either via my business website or email/IM link, and I can also hold regular Web Meetings as well with my subscription (up to 5 attendees) which was a nice bonus.

MariaJones
MariaJones

RHUB is an all-rounder when it comes to remote support. It supports unattended support, video and audio conferencing, recording, file transfer to name a few. Check this out http://www.rhubcom.com

gavsta
gavsta

If you've got your own server - Simple Help is the most cost effective solution I've seen. (google search for simple-help I think!). I'm still in my 21day trial - but it's pretty darn good so far. Gavin Fernandes Gavsta.com

cryan
cryan

We looked at other offerings but we wanted to have control of our software and not put a monthly charge for something we may not use as much, especially in the beginning. Linktivity provided this. We put it on our web server and haven't looked back. It provides the above features and works very well. Today they offer a hosted version that includes web meetings for groups as well as the remote assistance that we use.

gteachey
gteachey

That's what we use primarily for remote support...and sometimes Remote Desktop too...

hogwild4hd2
hogwild4hd2

I use the hosted version of Bomgar because there are only two of us using it but they you can also purchase the box and host it yourself. They have two different ones depending on how many users. The cost was less than all of the other ones that I checked out and we have been very happy with it.

leonardh
leonardh

I use UltraVNC view for windows 98 PC's and Logmein for the rest. Reason, they're free and easy to use.

kmurk
kmurk

I've been using DameWare for several months now with no complaints. I like that it supports dual monitors.

mykl
mykl

I have been using this tool for years now. it works were WebEx fails.

satmanduo
satmanduo

Teamviewer works for me. Great little tool when our vpn customers cannot connect. Teamviewer allows me to use the internet as a connection point to them, and resolve thier issues.

tep0583
tep0583

Ultra VNC SC. It works great for our users, who aren't the most technically proficient. All they have to do is run a program off our website and select the name of the support technician they're talking to. Unfortunately, we've found it doesn't work so well with Vista or Windows 7, so we're going to have to explore other possibilities soon.

cdtplug
cdtplug

my company uses ultravnc and works great

jim
jim

Our support team uses Novell Remote Management inside the firewall. From home we use Aventail VPN, Windows remote desktop and Novell Remote Desktop. We do not support outside the firewall.

karthiktkv
karthiktkv

I use TeamViewer. Its really fast, Efficient and Worth using it.

gurnage
gurnage

We use our own web-based product - NetSupport 24/7. We support visitors to our web site and can chat and troubleshoot remotely with customers as well.

heinrich
heinrich

We used Kaseya as a complete remote support package. Excellent to use, but a bit costly...

mdyson2038
mdyson2038

I use GoTOMyPc at work and it works well, I like it because you can see all you PC's and if they are online or not. for the home I use Teamviewer and I like that because it is free for non company use.

steve
steve

Has any tried Teamviewer4? Simple and free for non-commercial applications.

jasonb
jasonb

I've been using RSS for a while now. Its great for Windows XP, a bit lack luster for Windows Vista, but I'm hopeful eventually they will work out all the Vista kinks. Vista works I just have occasional problems and you can't use the two biggest features they have which is reboot into Safe Mode and Auto Reconnect on Reboot. They also have a Mac Client in Alpha.

techrepublicsucks
techrepublicsucks

1. Free 2. Easy to walk end-user through install 3. Little to no firewall reconfiguration required. 4. CrossLoop website allows you to network your services and charge for your work using PayPal. www.crossloop.com

mistys
mistys

GoToMeeting! I'm surprised this isn't an option. LogMeIn is reliable at the 'free' level, for the basics.... can't imagine using as a support tool though.

michaelburton01
michaelburton01

CrossLoop is quick and simple. With a few simple instructions you can get the client on the CL website and have them install the app. The only issue I see is when the client won't shut up. Or they let you know a popup just popped up and they want to know what they should do. (this is where they should obviously click yes if they want your help) And file transfer is a great feature.

chamblin
chamblin

I use Crossloop all the time. Works Great.

Schuylkill
Schuylkill

After a year of GoToMeeting, we switched to GoToassist Express. Features: Reboot Reboot in Safe Mode Unattended Support File Transfer Diagnostics info (WMI) Chat Share my screen Drawing tools - highlighter, etc. Up to 8 sessions running simultaneously I love this product! It really fits the bill for corporate support. We would have gone with GoToAssist Corporate, but it is more expensive, and it doesn't have Unattended Support.

Joe_R
Joe_R

Aren't those different functions from the same Web source - GoToWhatever (MyPC, Meeting, Assist....)?

slanely
slanely

RHUB offers a Remote Support Appliance and 4-in-1 Web Conferencing Appliance that includes remote support, remote access, webinars, and conferencing. Because it is hardware you can place it behind your own firewall. There is more information at about security features and benefits on their site: http://www.rhubcom.com

lelkins001
lelkins001

After using a couple different tools, I now use Bomgar for remote support and love it. Never had any issue connecting with clients and love the fact is uninstalls itself from their machine after use. A great tool.

flounder_pdx
flounder_pdx

We just switched from Webex to Windows Live Meeting Easy Assist. Works fairly similar to Webex.

12uthe
12uthe

Before getting laid-off I became horribly dependent on our enterprise solution (Bomgar) and so I've recently been looking for a free web based remote support tool as I build my clientele. I recently started using showmypc.com and have been pleased with it. Best thing is it supports multiple OS so I am able to connect to my Windows clients without having to boot out of OS X.

stevmingus
stevmingus

We support over thirty different sites and are asssisted into several at one time at times. If you haven't been on a clients' desktop for several minutes and have to walk away from your desk temporarily, it may time out before you get back to it. Time out is too short. Luckily we have many set up for unattended so we cn get back in without having to call the client to get them back into the session.

mistys
mistys

All Citrix but the question was best 'support' tool :)

Joe_R
Joe_R

Let's see where it goes.