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SetMe

SetMe is a remote desktop powerhouse designed for securely accessing and controlling remote PCs and Mac computers from anywhere in the world. Built using the latest communication technologies, SetMe offers a powerful feature-set, ...Read more about SetMe

4.8 (6 reviews)

GoTo Resolve

Built with today's SMBs in mind, GoTo Resolve is an all-in-one IT support software that offers everything you need to run your business, from anywhere - all in one place. GoTo Resolve enables IT professionals to streamline their ...Read more about GoTo Resolve

Splashtop

FrontRunners 2024

Splashtop is a software solution for both remote access and remote support. Boasting 30+ million customers worldwide and users among both large and small organizations across the globe, Splashtop is a secure, high-performing solut...Read more about Splashtop

Zoho Assist

FrontRunners 2024

Zoho Assist is a cloud-based remote support software designed for organizations of all sizes. The solution allows IT technicians to remotely support customers all across the globe. Key features of Zoho Assist include file transf...Read more about Zoho Assist

InvGate Service Desk

InvGate Service Desk is an IT service management platform that offers help desk request fulfillment, customer service and support and self-service knowledge management. The system is compatible with Mac, Windows, and iPad (or othe...Read more about InvGate Service Desk

XE aR

XE aR is a browser-based assisted reality solution that enables remote collaboration. Its design is device agnostic, meaning it operates on various internet-connected devices such as smartphones, tablets, or PCs. There's no need f...Read more about XE aR

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dualmon

FrontRunners 2024

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

Secomea

Secomea is a Secure Remote Access (SRA) solution specifically designed for industrial networks and OT equipment. It is utilized by nearly ten thousand customers worldwide across numerous sites, enabling them to remotely manage the...Read more about Secomea

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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

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

NinjaOne

FrontRunners 2024

NinjaOne is a leading unified IT management software company that simplifies how IT teams work. MSPs and IT departments can automate, manage, and remediate all their device management tasks within one fast, modern, intuitive platf...Read more about NinjaOne

FixMe.IT

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. Its features include multi-session...Read more about FixMe.IT

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

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Helpshift

Helpshift is a cloud-based customer service platform designed for B2C organizations wanting to improve customer engagement and retention. Key features include embedded web chat, in-app messaging, issue ticketing, searchable FAQs, ...Read more about Helpshift

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VNC Connect

FrontRunners 2024

VNC Connect allows businesses to download and share files instantly using the cloud or through direct line (LAN) activity. VNC Connect’s key features include intuitive remote control, cross-platform support, attended and un...Read more about VNC Connect

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LiteManager

LiteManager is a classroom management solution that helps businesses manage and supervise work activities of employees operating from remote areas in real time. The program also lets teachers and students carry out daily classes t...Read more about LiteManager

AnyDesk

FrontRunners 2024

AnyDesk is a remote support solution that helps users access files and documents on any device across multiple locations. Key features of this platform include online collaboration, file sharing, access control and personalized us...Read more about AnyDesk

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ITarian

ITarian is a cloud-based IT and remote access management solution designed to help organizations connect with clients/employees to monitor devices, troubleshoot issues and handle operations. The patch management functionality lets...Read more about ITarian

Take Control

N-able Take Control and Take Control Plus are cloud-based remote control solutions built for MSPs and IT service businesses that need to securely access and troubleshoot end devices quickly with fast, powerful tech tools. With sup...Read more about Take Control

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Naverisk

FrontRunners 2024

Naverisk is a remote monitoring and management solution for businesses of all sizes. The solution is used by managed service providers and IT professionals. Key features include technology monitoring, management patching, alerting...Read more about Naverisk

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Buyers Guide

Last Updated: March 16, 2023

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.