Remote Support Software

Keeping triggers and automations consistent across both brands took more care than I expected, built a rule for one brand once and completely forgot to mirror it over to the other, which caused a small inconsistency in how tickets got auto tagged for a few weeks before I caught it. Review collected by and hosted on G2.com.

Customers genuinely can't tell they're being supported by the same team behind two different storefronts, which was exactly the point. Agents working from one unified queue instead of switching tools has also kept training simple, new hires only learn one system regardless of which brand's tickets they end up handling. Automation consistency across brands needs real attention though, it's easy to build something for one and just forget the other exists. Review collected by and hosted on G2.com.

My biggest challenge, not necessarily "dislike", with Qualified/PiperX was shifting my mindset around this new paradigm of engaging high intent website visitors in real time. It required re-thinking traditional sales and marketing processes. The PiperX implementation also challenged the organization to have important change management discussions and reconsider how our teams, processes and responsibilities need to evolve. Review collected by and hosted on G2.com.

Qualified/PiperX is solving the challenge of identifying and engaging website visitors in real-time. For marketing operations, this is improving visibility into prospect activity, strengthening alignment b/t marketing and sales and enabling more proactive workflows. Review collected by and hosted on G2.com.

Sometimes the responses can be too general or miss specific details, so improving accuracy and context would help. There is a need to improve response accuracy, speed, and context awareness, especially for specific customer concerns. Review collected by and hosted on G2.com.

Agentforce Service helps me automate repetitive tasks, provide faster customer support, and offer agents the right information quickly, improving efficiency and customer experience. Review collected by and hosted on G2.com.

Setting up automations for certain events can be a bit complicated. For example, I haven’t been able to figure out how to send both a notification and an email to an agent when an SLA response time expires—if it’s possible at all. Review collected by and hosted on G2.com.

Zoho Desk fits naturally into the way we support our clients through email, letting them communicate with us without ever leaving their mailbox. At the same time, some clients prefer contacting our support team through instant messaging, and Zoho Desk includes that option as well. This makes it easier for us to bring these newer communication channels together and keep everything centralized in one system. Review collected by and hosted on G2.com.

A couple of things bother me a little. First, there are times when the connection takes longer than expected to establish, especially if the network is a bit unstable which can be frustrating when you're already in the middle of a problem and just want it fixed quickly. Also, every time the IT team needs to connect, I have to share the session ID and password with them separately, it's a minor thing but it adds a step each time. I've also noticed that TeamViewer can be a bit heavy on system resources while the remote session is running, the laptop slows down noticeably sometimes, which is not ideal when you're already dealing with a technical issue. And occasionally the connection just drops mid-session for no clear reason, which means IT has to reconnect and start over. Nothing deal-breaking, but these are small friction points that add up over time. Review collected by and hosted on G2.com.

The main problem it solves for me is getting timely technical support when I'm working remotely. I do online tutoring from home, and there are situations where something breaks, maybe the session won't load, the audio stops working, or the platform crashes right before a student appointment. In a regular office you'd just walk over to the IT desk, but that's not possible when you're remote. That's where TeamViewer comes in. Our IT support team connects to my machine remotely, sees exactly what I'm seeing, and fixes the issue directly without me having to explain everything over chat or email. This has honestly saved me quite a bit of time. What earlier used to take 30-45 minutes of back and forth troubleshooting over messages now gets done in 10-15 minutes because they can just take over and handle it. It keeps my work continuity intact, I can get back to my sessions faster, and students don't have to wait too long. For someone working fully remotely, that kind of quick remote access support is genuinely valuable. Review collected by and hosted on G2.com.

Sometimes Fin can be repetitive in the way it handles a conversation, which can make the interaction longer than necessary. By the time the conversation is handed over to the human queue, there can be a lot of chat history for us to go through before we can understand the issue and assist the customer. It would be helpful if Fin could keep conversations more concise and avoid repeating information that has already been provided. Review collected by and hosted on G2.com.

Fin helps handle common and straightforward customer queries by providing quick answers without requiring a human agent to step in immediately. This reduces the volume of repetitive questions reaching the support queue and gives us more time to focus on complex issues that require investigation or a more hands-on approach. It also helps customers get answers faster, especially outside of our team's working hours. Review collected by and hosted on G2.com.

The price would be more friendly for start. We just start our eshop with low cashflow. Review collected by and hosted on G2.com.

Quick communication with customers to satisfy their requirements. Review collected by and hosted on G2.com.

It may happen that Tidio's integrated chatbot could sometimes provide wrong answers, but considering it's an AI, it's outstanding. As it still does its job and helps us reduce the number of employees needed to provide support to all of our customers. Overall still really handy, and integrated new introduced tech to the AI market seamlessly. Review collected by and hosted on G2.com.

I'm grateful to Tidio as, so far, it has helped me so much with all the integrated tips that guide me on how to be a better employee and look even more professional than before. Review collected by and hosted on G2.com.

- Remote desktop features can be a little buggy sometimes

- Automation execution history could be a little more precise sometimes. Review collected by and hosted on G2.com.

We have a large number of endpoints that require constant updating. We had another solution that was more suited to small businesses, requiring us to patch them 1 by 1. With action 1, we were able to automate all patch management and save a lot of time. What's more, we're now able to support users via the remote desktop function, helping them wherever they are. So that's a big plus for the user experience. Review collected by and hosted on G2.com.

The process is entirely manual. There is no AI integration to automatically correct spacing, spelling, or grammar, or provide tone suggestions while writing. Review collected by and hosted on G2.com.

Team Spaces improve collaboration by giving each team a dedicated workspace where emails are organised and assigned to the right people, reducing confusion and improving accountability. Review collected by and hosted on G2.com.

I don't see any downsides. It's easy to use and keeps me organized. I wish the AI tool would give me more unique responses, but that is minimal. Review collected by and hosted on G2.com.

The time it takes to find and respond to every review. Birdeye puts all of my reviews in one site that I can see and reply to each one. The AI interface for replying to the reviews is so helpful and saves me a ton of time. It seamlessly integrates into my social media sites to also post positive reviews. I have also just started using the referral part. It is going very well so far. I can see and analyze each time a client refers someone else. These referral alerts are key to recognizing those clients that are engaged with our company. Review collected by and hosted on G2.com.

So far I have not found any issues that I dislike about the user interface or the quality of the service. Review collected by and hosted on G2.com.

RemotePC has given me quick and easy access to all the PC's I need to access. The biggest issue I had with my previous remote access software was the poor quality of audio from the remote PC. With RemotePC that issue has been resolved, the audio quality is great. Review collected by and hosted on G2.com.

I don’t like that some features can be a bit hard to locate, and that occasional connection issues or minor bugs can interrupt a session. In a few places, the interface also feels less intuitive than it could be, which makes navigation more frustrating than necessary. Review collected by and hosted on G2.com.

Zoho Assist solves the challenge of providing remote technical support without having to be physically present. It lets me quickly connect to remote devices to access them and troubleshoot issues, which saves time and cuts down on the need for onsite visits. Overall, it makes support faster, more convenient, and more efficient. Review collected by and hosted on G2.com.

Had some clunky experience with the VoIP phone systems shortly after the stellar onboarding. I don't think their account management staff were properly trained on their products or we had some new reps on our account who didn't have a full grasp of the products they were repping. It got better. Review collected by and hosted on G2.com.

Text messaging with our customers, VoIP services, AI Chat bot, Online review management...I'm sure there are others I'm missing. It has been overall a great partnership. Review collected by and hosted on G2.com.

No real complaints so far

It covers everything we currently need for support and messaging

The only feature I would love to see added in the future is a voice AI agent for handling phone calls as well Review collected by and hosted on G2.com.

It handles the large majority of our customer support automatically.

Before Chatway, many basic questions from users required a human response. Now the AI agent answers most of them instantly by using our knowledge base. In practice it closes about 95% of incoming support requests on the website without our team needing to step in.

This reduces workload, speeds up response times for users, and lets our team focus only on the few cases that actually require human attention. It also keeps conversations from website chat, email, and Facebook in one place, which makes support much easier to manage. Review collected by and hosted on G2.com.

One thing I dislike about HubSpot Service Hub is that some of the more advanced features, like custom reporting or advanced automation, are locked behind higher-tier plans. This can limit small or growing teams from fully leveraging the platform’s potential without increasing costs. Additionally, while the system is user-friendly, there’s still a learning curve when setting up complex workflows or integrations. Review collected by and hosted on G2.com.

HubSpot Service Hub helps solve key customer service challenges like disorganized communication, slow response times, and lack of visibility into customer issues. By centralizing all support interactions through tools like the shared inbox, ticketing system, and knowledge base, it ensures that no customer query is missed and that teams can collaborate efficiently. The automation features reduce manual workload, allowing us to focus on delivering better service. Overall, it improves customer satisfaction while making our support processes more efficient and scalable. Review collected by and hosted on G2.com.

"One challenge I experience with Freshworks is that it occasionally displays error messages such as 'You're doing too much' or experiences loading delays, especially when handling multiple tasks. This can temporarily slow down workflow and require refreshing or retrying actions. However, overall, the platform remains easy to navigate and effective for managing tickets and customer interactions. Review collected by and hosted on G2.com.

Freshdesk helps streamline customer support by centralizing tickets, customer information, and communication in one platform. It allows me to efficiently create, track, and manage cases while on a call, ensuring concerns are routed to the correct department and followed up appropriately. This improves productivity, reduces handling time, and enables me to provide guests with accurate updates and resolutions during the same interaction, resulting in a better overall customer experience. Review collected by and hosted on G2.com.

Everything is nice. Maybe a little bit improvement on the dashboard UI can be made. Review collected by and hosted on G2.com.

It helps us with converting visitors to qualified meetings. It captures intent users by contextual nudges on the website. Review collected by and hosted on G2.com.

Getting the workflows set up exactly how we want takes some time. There are enough configuration options that it can feel a little overwhelming initially, especially when deciding how different types of enquiries should be routed. Review collected by and hosted on G2.com.

It helps us manage incoming enquiries more consistently and reduces the amount of manual communication involved in customer support. We use it to handle routine questions, organize requests, and make sure more specific enquiries reach the right team. That is particularly helpful when the team needs to stay focused on technical and strategic work rather than repetitive communication Review collected by and hosted on G2.com.

One area that could be improved is the learning curve when first getting familiar with all of Gladly’s features. Some settings and workflows can take a little time to understand, especially for new users. More detailed guidance and simpler configuration options would make the onboarding experience smoother. Review collected by and hosted on G2.com.

Gladly helps solve the problem of managing customer conversations across different channels and keeping track of customer history. Having those interactions organized in one place makes it easier to respond quickly and maintain context throughout the conversation. For me, this improves workflow efficiency and makes customer support feel more organized. Review collected by and hosted on G2.com.