Remote Support Software

One drawback of Freshdesk is that its advanced features can be complex to set up and may require additional training for the team. Additionally, the mobile app has limited functionality compared to the desktop version, which can sometimes lead to delays in customer support. Review collected by and hosted on G2.com.

Freshdesk streamlines customer support by centralizing inquiries from multiple channels into one platform, reducing response times and improving issue resolution. Its automation features handle repetitive tasks, freeing up the team to focus on complex customer needs. This has led to increased team productivity, better customer satisfaction, and more efficient management of high support volumes. Review collected by and hosted on G2.com.

Customer portal visual customizations could allow a little bit more :)

Would love to see way to integrate with Clockify to automatically track time on tickets - I know Zoho has this option, but we're using Clockify as our main time tracking system to track time over all projects, not only support. Still need to explore other Zoho products - perhaps there's a way to use one of Zoho tools to track time globally. Review collected by and hosted on G2.com.

First of all we recently signed few support contracts and need arised to have a support portal where we can communicate and work with our customers. The main goal was to give customers a way to share with us issues and create tickets. And from the customer perspective they needed to be able to track and audit all tickets and have a historical view on what has been done and what issues they had. Zoho Desk provides us all of that and fulfills all the requirements. We have a system to work with client, monitor SLA and more. Customers, on the other hand, have a full view on all tickets with its full history to have an audit trail and progress that has been made. Review collected by and hosted on G2.com.

Salesforce Service Cloud is a very good platform, but requires a lot of add-ons for what I would have considered basic functionality, such as quote formatting. All of these add-ons are often all priced per user, so costs quickly rise depending on the number of users that you have on the Salesforce Platform. Review collected by and hosted on G2.com.

Receiving, logging, tracking customer complaints, complaint documentation, complaint images, complaint specific and both sort term and long term complaint resolutions. Review collected by and hosted on G2.com.

A potential drawback could be the limited number of features in the free version, but the paid plans offer excellent value for money. Review collected by and hosted on G2.com.

Smartsupp helps us instantly address the needs of our website visitors, making it easier to convert them into customers. With real-time chat and automated responses, we can quickly answer inquiries, guide potential clients through the decision-making process, and provide personalized support. This not only improves customer experience but also increases our chances of securing new business opportunities. Review collected by and hosted on G2.com.

For small businesses that only use this tool to solve specific problems from time to time, paying for a license is a bit expensive.

They should offer a plan where you can pay per connection or by duration. Review collected by and hosted on G2.com.

The main problem that TeamViewer has helped me solve is saving time and money, thanks to this tool I don't have to physically travel to my clients, which saves me a lot of time and I don't have to spend on fuel.

At times, I have had to explain to some clients how to operate programs I have installed on their PC, and with TeamViewer, this explanation has been made easier without having to travel to the client. Review collected by and hosted on G2.com.

Not necessarily a drawback, but some time ago, we wanted to collect additional fields in the new AI-driven offers that Qualified introduced. We raised this request with the team, and they were highly responsive—allowing us to participate in the testing process for this new feature. Their willingness to collaborate and continuously improve the platform has been a great experience. Review collected by and hosted on G2.com.

Qualified allows us to generate leads effortlessly in the background, thanks to our optimized bot configuration and advanced AI capabilities—eliminating the need for constant manual oversight. Review collected by and hosted on G2.com.

In cases where bots have difficulty understanding the more complex questions, a human agent is called to continue the conversation. We have learned to modify automated flows to reduce the occurrence of this, however it can still be annoying for consumers. Review collected by and hosted on G2.com.

We have managed to configure custom messages to be sent depending on the actions of the user. For example, we provide a helpful reminder with instructions on how to create an account if the user hasn’t done so in 48 hours. Therefore, we do not sit back and expect customers to contact us with questions; we actively encourage them to do so. In short, we used to rely on long and inefficient ticket resolution processes and emails. Chat, automation, support and user activity analytics are now in one place. Our entire support team was able to handle a large volume of requests thanks to this. Review collected by and hosted on G2.com.

MacOS client is a little barebones but still gets the job done

better filtering in the portal may be useful but is pretty good as it is Review collected by and hosted on G2.com.

It is easy functional patch management that just works Review collected by and hosted on G2.com.

I would love to see some more control in the permission for technicians and groups, something that I recently needed to implement. Review collected by and hosted on G2.com.

Even with the free version that I used to have for a long time Zoho assist was working great. It is super fast and I love the mobile app support. Review collected by and hosted on G2.com.

I wish we could have the response time paused during non-office hours. I don't like that an unanswered call or text after hours counts against us until it is replied to the next day when we open. Review collected by and hosted on G2.com.

Podium is solving our needs for a customer communication platform as well as using it for reviews, team communication, and reporting. Review collected by and hosted on G2.com.

Nothing anymore. It had issues with mobile version but they fixed it. Now it works great. I really can not complain about it.

Maybe updates to the app could be more visible but that is minor. Review collected by and hosted on G2.com.

Try it and you won't be sorry. It's a great tool for remote connections. Review collected by and hosted on G2.com.

Technical support for various users with 1001 problem.

Server management.

I saved a lot of time and money for travelling expanses because I am able to efficiently work remotely. Review collected by and hosted on G2.com.

No downside. Have yet to experience any major issues with Birdeye and I use it almost every day! Review collected by and hosted on G2.com.

Enables our business to hear first hand from clients what we are doing right, and what we are doing wrong. This gives us an opporutinity to fix issues, thank the client for their feedback, and post positive reviews on our website. Most new clients will read reviews to decide where to take their business, and quick replies from the business are a sign that we care what our customers think. Birdeye makes this easier to do with their timely communication. Also has AI generate responses which are relevant and will written and are very helpful when you can't always think of something to reply to a client review, and even helps with negative client reviews. Review collected by and hosted on G2.com.

There is nothing to dislike about Splashtop Business Access! Review collected by and hosted on G2.com.

Splashtop Business Access allows me as a business owner of an HR Consultanting Practice to be productive from any location. It greatly reduces the need for duplication of work. It allows me to connect with clients remotely which saves time for both me and my clients. Review collected by and hosted on G2.com.

While Atera offers a robust set of features, the reporting tools could be more customizable to meet specific business needs. Additionally, while customer support is responsive and helpful, implementing new feature requests or updates can take longer than anticipated. Lastly, the platform would benefit from more granular controls in workflow customization to cater to complex environments. Review collected by and hosted on G2.com.

Atera helps us manage and monitor our clients' IT environments seamlessly, addressing issues before they become critical. The RMM capabilities ensure real-time device monitoring and proactive alerts, significantly reducing downtime. The automation of ticketing and troubleshooting has saved us countless hours, improving both response times and client satisfaction. Additionally, Atera's flat-rate pricing allows us to scale our services without worrying about unpredictable costs, making it an invaluable tool for our growing business.

The integration of PSA features has streamlined our billing and reporting processes, ensuring transparency and efficiency when managing client accounts. Overall, Atera has improved our operational workflows, enhanced customer relationships, and allowed us to focus on delivering top-tier IT services. Review collected by and hosted on G2.com.

It requires a thorough training for the school staff and faculty to effectively use all its features. Review collected by and hosted on G2.com.

We used to suffer from phone calls and emails and frustrated clients/ parents and students. Now , questions raised by parents and students are automatically answered in a friendly way through the chatbot. in addition to the AI customer analysis that provides regular solutions and improvements. The analysis are handled by professionals in order to ease or work progress and cater for customer needs Review collected by and hosted on G2.com.

Nothing, I don't dislike anything about UJET. Review collected by and hosted on G2.com.

The problems that UJET is solving and how it's benefiting me is accuracy of log in time. Additionally, it's nice that we can log in now through SSO so we no longer have to type our email every log in.

Haven't got the chance to contact support yet as I haven't encountered any issues for the past 9 mnths I've been using this tool in our company. Lastly, the user interface (UI) is intuitive / has user-friendly setup which makes the experience when utilizing it always smooth and seamless that basically makes it designed with usability in mind. Review collected by and hosted on G2.com.

On rare occassions the program will lock up at the host site and even though it is an option we have never succesfully been able to reboot the computer remotely to reload GOTOMYPC. That is a minor issue so barely worth mentioning since it happens so infrequently . Review collected by and hosted on G2.com.

Being able to complete work with our accounting software whereever and whenever we need to access it. Review collected by and hosted on G2.com.

It is good overall. It can be a bit more quick Review collected by and hosted on G2.com.

It is helping me connect to my teams & user's PC. We are remotely able to access & work together Review collected by and hosted on G2.com.

Only thing i think can be annoying, is that you dont have to install it to run it, however there is some features that are better when its installed. it is not easy to tell if you did actually install, or have just been using the downloaded program for ages. but that is more of a learning curve than product issue. Maybe a nice and easy to access install button if you are on the software would be nice. Review collected by and hosted on G2.com.

Allows us to use more powerful (and cost effective) tower workstations and have people remote into them to use as needed, 1 or 2 powerful workstations can take the place of a handful of oversized and overpriced laptops. There is also programs specific to our industry we use that are really expensive to buy a licence for, and since we dont need a full liccenced user all the time, rather a few people using it part time, we can have one and share it. Review collected by and hosted on G2.com.

While I have had a largely positive experience with Tidio LiveChat, there are a few areas that could be improved. One aspect I found a bit limiting is the pricing structure; some features are only available in the higher-tier plans, which may not be feasible for smaller businesses. Review collected by and hosted on G2.com.

Tidio addresses several key problems that are essential for effective customer engagement and support. Here are some of the main issues it solves and how it benefits me:

1. **Instant Customer Support**: Tidio allows me to provide immediate assistance to my customers. This quick response time helps address inquiries or concerns in real time, reducing the likelihood of potential leads leaving without finding the information they need. As a result, customer satisfaction increases, leading to higher conversion rates.

2. **24/7 Availability**: With Tidio's chatbot feature, I can offer support even when I am not online. This means that customers can get answers to their questions at any time, which is particularly beneficial for businesses with a global audience. It ensures that no inquiry goes unanswered, providing a sense of reliability and trust. Review collected by and hosted on G2.com.