Remote Support Software

Compare All Remote Support Software

Filters

Apply Filters:

X

Your Industry

Your Company Size

Price

Sort by

Recommendations: Sorts listings by the number of recommendations our advisors have made over the past 30 days. Our advisors assess buyers’ needs for free and only recommend products that meet buyers’ needs. Vendors pay Software Advice for these referrals.
Reviews: Sorts listings by the number of user reviews we have published, greatest to least.
Sponsored: Sorts listings by software vendors running active bidding campaigns, from the highest to lowest bid. Vendors who have paid for placement have a ‘Visit Website’ button, whereas unpaid vendors have a ‘Learn More’ button.
Avg Rating: Sorts listings by overall star rating based on user reviews, highest to lowest.
A to Z: Sorts listings by product name from A to Z.
ResetShow 88 Results
Showing 1 - 20 of 88 products
Showing 1 - 20 of 88 products

Rescue

FrontRunners 2022

Rescue by GoTo is a cloud-based remote support tool that helps organizations provide technical support to their customers. The product caters to businesses of all sizes. Key features include remote support, mobile support, video s...Read more about Rescue

ConnectWise Control

FrontRunners 2022

ConnectWise Control is cloud-based operations management solution that allows technicians to perform remote support, gain remote access and run remote meetings. It acts as a meeting point for technicians and customers, enabling th...Read more about ConnectWise Control

Freshdesk

Freshdesk is a cloud-based customer service software that helps businesses provide effortless service across every customer touchpoint. Freshdesk empowers businesses to monitor customer conversations across email, phone, chat, soc...Read more about Freshdesk

FixMe.IT

FrontRunners 2022

FixMe.IT is a remote support software that enables users to connect to any remote computer. It caters to users from sole proprietors to global corporations across multiple sectors and industries. FixMe.IT features include mul...Read more about FixMe.IT

Atera

FrontRunners 2022

Atera is a cloud-based end-to-end IT management software solution geared to small to midsize businesses in the IT sector. It includes functionality for time tracking, expense tracking, billing and invoicing, help desk and knowledg...Read more about Atera

NinjaOne

FrontRunners 2022

NinjaOne (formerly NinjaRMM) is the leading unified IT operations solution that simplifies the way IT teams work. With NinjaOne, IT teams can manage all their endpoints and support end-users within one fast, modern, intuitive plat...Read more about NinjaOne

Pulseway

FrontRunners 2022

Pulseway is an integrated IT assets and network monitoring solution designed for IT administrators to remotely monitor and control their business IT resources. The solution supports multi-deployment architecture, allowing the user...Read more about Pulseway

ISL Light

FrontRunners 2022

ISL Online is a remote support solution for virtually all industry verticals including healthcare, information technology, universities, government, and banks. The solution supports Windows, Mac and Linux operating systems. It all...Read more about ISL Light

TurboMeeting

TurboMeeting is a collaboration solution that provides real-time applications including web conferencing, remote support, audio conferencing, video conferencing, remote access and webinar support. The tool supports webcams for ind...Read more about TurboMeeting

4.76 (25 reviews)

RemoteToPC

RemoteToPC is a remote access management solution that helps IT organizations of all sizes monitor applications and devices to provide support services and training to clients. The platform comes with a notification system, which ...Read more about RemoteToPC

4.30 (10 reviews)

Software pricing tips

Read our Remote Support Buyers Guide

Subscription models

  • Per employee/per month: This model allows you to pay a monthly fee for each of your employees.
  • Per user/per month: Users pay a monthly fee for users—normally administrative users—rather than all employees.

Perpetual license

  • This involves paying an upfront sum for the license to own the software and use it indefinitely.
  • This is the more traditional model and is most common with on-premise applications and with larger businesses.

Rated best value for money

dualmon

FrontRunners 2022

dualmon is a remote support solution designed for small and midsize companies. It offers file transfer, remote printing, user management, screen blanking, computer diagnostics and usage reporting functionalities within a suite. Th...Read more about dualmon

SecureLink

FrontRunners 2022

SecureLink is the industry leader in critical access management, empowering organizations to secure access to their most valuable assets, including networks, systems, and data. By leveraging Zero Trust principles, machine learning...Read more about SecureLink

ManageEngine PAM360

PAM360 is a web-based privileged access management (PAM) solution that defends enterprises against privilege misuse by regulating access to sensitive company information. Through powerful privileged access governance, smoother wor...Read more about ManageEngine PAM360

No reviews yet

Remote Support and Meetings

Remote Support and Meetings is a cloud-based remote support platform that allows users to conduct online training, meetings and demonstrations. Remote Support and Meetings’ key features include concurrent meetings, room chat,...Read more about Remote Support and Meetings

4.25 (8 reviews)

MSP360 Connect

MSP360 Connect is a fast and secure remote access solution enabling remote support, helpdesk assistance, remote work, distance education, and more. It allows users to access and control Windows devices from any operating system at...Read more about MSP360 Connect

4.32 (37 reviews)

RemoteCall

RemoteCall is a remote support solution that helps businesses streamline processes related to screen capturing, remote reboot, file sharing, and more from within a unified platform. It lets staff members conduct video or voice cal...Read more about RemoteCall

4.00 (2 reviews)

RemoteView

RemoteView is a web-based solution that helps businesses of all sizes securely connect with remote computers, mobile devices, kiosks, browsers and more in real-time. Features include file transfer, screen recording, multi-user man...Read more about RemoteView

4.80 (5 reviews)

Kaseya VSA

Kaseya VSA is a cloud-based IT management and remote monitoring solution for businesses of all sizes across various industries. It provides a central console for managing IT operations including handling complaints, ticketing, aud...Read more about Kaseya VSA

Splashtop SOS

FrontRunners 2022

Splashtop SOS is a remote support solution that lets help desk, support and IT teams provide on-demand remote technical support to internal and external stakeholders. It enables customer support professionals to access various dev...Read more about Splashtop SOS

4.80 (50 reviews)

RemotePC

FrontRunners 2022

RemotePC is a cloud-based and on-premise remote access management solution designed to help businesses communicate with clients, transfer files and manage applications across various remote devices. The platform offers one-time ac...Read more about RemotePC

Buyers Guide

Last Updated: November 01, 2021

If your small to midsize business (SMB) serves a global customer base and has remote employees working out of different locations, you will invariably have to manage technical support for tons of different applications and devices. As a result, offering on-site support becomes a drain on the company's resources.

This is where remote support software steps in, allowing a small IT team to check and fix errors with many different systems—including laptops, desktops, servers, mobile devices and more.

However, selecting the right remote support solution, among the many available in the market, means understanding the differences in pricing, functionality and other parameters. This Buyer's Guide intends to offer you exactly these insights and help you make a better purchase decision.

Here's what we'll cover:

What Is Remote Support Software?
Common Features of Remote Support Software?
What Type of Buyer Are You?

What Is Remote Support Software?

Remote support software allows you to access and control any device from a remote location. It is primarily used by IT support technicians to resolve the issues faced by end-users. A typical example is a seller of computer systems offering post-sales remote technical support to customers, or an internal IT team remotely configuring the devices of a geographically dispersed workforce.

 

Example of Remote Support for Mac in Bomgar

 

Example of Remote Support for Mac in Bomgar

 

The core functionality of remote support tools is gaining control and access of the remote device. Support technicians typically perform the following functions using these tools:

  • Schedule attended and unattended sessions to remotely control and fix devices.
  • Execute commands on the remote device during unattended sessions, such as software installations, patch management, file updates, remote printing, rebooting and server reconnection.
  • Control the remote device during attended sessions in order to lock the end-user's mouse, turn the remote screen black and more.
  • Share screens and annotations with end-users to explain issues, offer guidance on software usage and more.
  • Remotely access multiple devices and screens during a session.

Common Features of Remote Support Software

Besides remote control and access, these solutions offer a range of features that come in handy when conducting remote support sessions. Here's a list of the most common functionalities:

Remote diagnostics Agents can pull up information about the remote device, including the device name, internal IP address, BIOS serial number, currently installed software, processes currently running and event logs.
Toolbox Serves as a repository of frequently executed tasks, allowing support agents to install a common file or patch to many systems at once.
Chat Allows agents to communicate with end-users during attended sessions using real-time or canned responses. Also useful for collaborating with other support reps or escalating a session to an expert.
File sharing Perform two kinds of file transfers: First, directly transfer a file from the local to the remote device, including direct installation of software patches. Second, share files over chat with the end-user, who can then add the file to a desired location.
User management Centralized repository of customer details, support agent accounts and log management. Helps in organizing remote sessions more efficiently and allows administrators to assign role-based permissions to different support agents.
Cross platform Allows technicians to conduct remote sessions regardless of the differences in operating software of the local and remotes devices. This means support agents can remotely control a Mac, Linux, Windows, Android or iOS device using a desktop, laptop, tablet or smartphone.
Branding & customization Offer businesses white label options. Users can change the CSS to customize the look and feel of the tool—this includes adding company logos and changing the colors. It's also possible to change the language and add more functionality to the tool via plugins.
Session audits & monitoring These are activity reports of support agents during remote sessions, which help businesses meet compliance requirements and understand agent performance. Includes details of sessions such as end-user details, system information, chat transcripts and video recordings of entire sessions.
Mobile applications While most remote solutions are cross-platform compatible, there are typical functionality and usability limitations when these tools are accessed from mobile devices. Some remote solutions offer native Android and iOS applications that allow agents to conduct remote sessions without worrying about functionality or usability issues.
Audio/video calls Certain remote solutions offer VoIP calls that enables agents to speak with end-users through microphone-enabled devices. Likewise, video calling can be used to conduct online meetings and conferences.

What Type of Buyer Are You?

Before you invest in a remote support solution, you should evaluate and understand your business needs. Below are the three categories of buyers and what they should take into consideration when purchasing a remote support tool.

Enterprise buyers: Large organizations should ideally go for feature-rich tools that are flexible in terms of functionality and offer integrations with third-party tools.

In this regard, plugins and software bundles become important as this allows users to expand the tool's functionality. For instance, a common tool that comes bundled with remote support solutions is network monitoring software, which is an important solution for organizations with large internal networks (LAN) and server systems that need close monitoring.

In addition, it's essential that the remote solution integrates with third-party tools such as CRM software, project management solutions, ticketing systems and other solutions that your organization is currently using. This ensures that there are no hassles, while importing or exporting data between these different systems.

Growing and small business buyers: The choice for SMBs is not so straightforward when it comes to purchasing the ideal remote software solution. Here are some things to keep in mind, while buying one:

  • Pricing considerations: Remote support solutions come with a one-time license fee and a monthly subscription-based pricing. The one-time license fee is suitable for businesses that have their own data center and an IT team to maintain the software. The subscription-based pricing is for businesses who want a fully-managed solution; however, since the pricing is usually calculated as a per agent license, the costs quickly add up as your business grows.
  • Functionality considerations: Small businesses need to carefully analyze the functionalities that remote solutions have to offer. While you don't want to endlessly pay for functionalities that you won't use, you need to at least ensure that the tool has the features you need. Here are some questions that can help you understand your requirements:
    • Do you have the need for scheduling unattended sessions?
    • Do you need to bill clients for your services?
    • Will you use the tool for online meetings and video presentations?

Best-of-breed buyers: Remote support software can also be used for other purposes than technical support. For instance, you can use it as a tool to remotely access and use an application installed in a different device. Likewise, you can create online video presentations, conduct online meetings and much more.

There are many remote support applications which focus on such niche use cases. Remember to compare the functionalities of different solutions before you make your decision.