Remote Support Software

The integration between the Salesforce ecosystem and other clouds is not always as simple or included as I expected. Additionally, the initial startup was not very easy; it took about a year to get up to speed and involve all the stores in the data acquisition phase. Review collected by and hosted on G2.com.

It is necessary, at least for the implementation part of the solution, to consult a certified Salesforce partner to use the recommended best practices to avoid future problems. An important aspect during implementation is the choice of the data model to use, and having a clear understanding of which external tools you want to connect via API. The advice, if possible, is to use the Salesforce ecosystem as much as possible to have immediate and secure integrations. For example, by using Marketing Cloud as a marketing tool rather than other tools, data integration is quick and secure, avoiding the exchange of Excel files with sensitive data for data updates. Additionally, it is possible to schedule triggers based on customer behavior by integrating interactions across all systems. With the latest development of Salesforce (CDP), it is also possible to create customer groups that can be used both in Marketing Cloud and on Commerce Cloud using both navigation data and social data. Review collected by and hosted on G2.com.

Unify the customer's information in one place, making everything I need to know easily accessible. Review collected by and hosted on G2.com.

Nothing, it really meets my needs :))))) Review collected by and hosted on G2.com.

Smartsupp solves slow customer response and lost sales opportunities by enabling real-time chat on the website. Automation reduces repetitive work, while visitor insights improve reply accuracy. This results in faster support, higher conversions, and lower operational effort. Review collected by and hosted on G2.com.

Setting up your help desk can be daunting given the complexity of many software solutions. Advanced users might observe that some features are more limited than in other systems, especially when it comes to CRMs and the constraints on fieldsets. Nevertheless, even with these limitations, we have managed to resolve every issue we've encountered so far. Review collected by and hosted on G2.com.

Bringing together our CRM, sales tools, billing system, and team communication platform into a single suite is something I haven't seen offered at this price point or with such straightforward implementation from any other competitor. Zoho Desk truly excels when used alongside the rest of the Zoho suite, and the integration works seamlessly. The time savings alone more than cover the cost, making it a worthwhile investment. Review collected by and hosted on G2.com.

What I dislike is Accuracy on niche/specific questions is lower Fin depends a lot on how well your help‑docs / knowledge base cover a topic. If your content isn’t clear, detailed, or well‑structured, Fin may misunderstand or give incomplete answers. Users report that for edge‑cases or very particular product questions, Fin sometimes “hallucinates” or has to be rescued by a human. Review collected by and hosted on G2.com.

Problems that Fin is addressing is High volume of repetitive / low‑complexity support requests. Many support teams spend a lot of time handling “obvious” or frequently asked questions: order status checks, refunds, basic product usage, billing, etc. These take up agent bandwidth, slow down response times, and add cost. Review collected by and hosted on G2.com.

It requires a lot of cross-functional collaboration to ensure that your company is getting the most out of the platform. The biggest hurdle may be your own company's culture Review collected by and hosted on G2.com.

Qualified is helping us proactively reach out to visitors on our website and helping convert them to meetings and also direct them to the relevant pages they're looking for. This has allowed us to reclaim time for our inbound SDR team and refocused them on priority activities. We also use Piper to monitor the website during off-hours and it has done an excellent job of proactively surfacing information and converting meeting requests. Review collected by and hosted on G2.com.

The main challenge that I faced while working on TeamViewer is that the software starts lagging when there is weak internet connection so if you want to work on it regularly then always try to access it from a strong internet availability area and go for its premium plan because free plan is has very limited features Review collected by and hosted on G2.com.

We use TeamViewer to do the troubleshooting of IT based issues for our staffs working in remote area of our country as there are certain issues that needs to be check out by professionals and can be rectified with the help of screen sharing also providing demos to new clients with the help of TeamViewer is easy as it's user interface is simple. Review collected by and hosted on G2.com.

In my experience, I haven't encountered any disadvantages when using the Zendesk tool. Review collected by and hosted on G2.com.

With Zendesk, we were able to keep track of everything, starting from receiving calls to creating detailed records. The tool allows us to set the appropriate disposition for each case, such as marking it as pending, solved, or pending for a manager. Thanks to Zendesk, we have resolved many tickets efficiently and can easily find and send updates to our customers. As customer service representatives, it is important for us to provide resolutions, and this tool helps us do that effectively. Review collected by and hosted on G2.com.

I was lied to during the onboarding about being able to cancel the program easily. They still sent me to collections to collect the full amount of the contract, even after I had issues. Podium doesn't care about small businesses and doesn't take accountability for their actions. Podium didn't solve any problems for my company and caused issues by porting out my main business line without explaining the repercussions, leaving me without a business line for weeks. Customer service was no help; when I tried to resolve the issue on a Saturday, the rep said they didn't work then, and it took two weeks to get tech support. Their terrible customer service and lies were continuous, and the initial setup was absolutely terrible, with no clear explanations. I wouldn't recommend Podium to anyone. Review collected by and hosted on G2.com.

Podium didn't solve any problems for my company. It did not provide any benefits and caused issues, like losing our business line, which hurt my business. The customer service was unhelpful, especially when scheduling problems occurred with support. Review collected by and hosted on G2.com.

There are a few aspects of Action1 that I find challenging. Firstly, the remote access feature could be greatly improved with the addition of a remote clipboard and remote chat, as well as shortcuts to commonly used areas. The clarity of deploying the agent to endpoints manually was also a bit challenging to decipher. Additionally, while automated patching and updates are generally effective, I feel there could be more of these automations. Furthermore, the feedback mechanism could be improved; instead of having to drill down for details, a report showing the success of deployments by the number of endpoints or percentage would be beneficial. While there is a weekly update summary, it doesn’t highlight the successful deployments effectively. Review collected by and hosted on G2.com.

I use Action1 to centralize and automate updates, asset inventory, and deploy remote access quicker than alternatives. It simplifies our vulnerability management and helps clear our backlog. Review collected by and hosted on G2.com.

The Birdeye platform does have a bit of a learning curve. I also wish it offered the ability to create new listings, as currently, there is some manual work involved. Review collected by and hosted on G2.com.

Birdeye is solving the problem of inconsistent and outdated business listings across multiple online directories. Managing listings manually is time-consuming and makes it easy for incorrect information—like hours, addresses, or phone numbers—to slip through.

By using Birdeye, I’m able to manage all of our business listings from one place and keep our information accurate and consistent everywhere it appears online. This improves our visibility in local search, reduces customer confusion, and helps ensure potential customers can easily find and contact us.

Overall, Birdeye saves me time, gives me confidence that our listings are always up to date, and directly supports better local discoverability and customer trust. Review collected by and hosted on G2.com.

One of the main feature of tidio is its chatbot automation and this feature cannot be accessed in the free plan also the trial version period of tidio is also short. It is only of seven days and this much less time is not sufficient to learn about each and every feature of such kind of advanced customer support tool. So, new users are forced to buy it's subscription plan without any other option. Review collected by and hosted on G2.com.

The software is completely developed around customer help, support and retention. It has multiple features related to customer service, ticket automation, e-commerce, helpdesk etc. We use this tool on a daily basis to connect with all of our clients and also follow up our new leads that are interested in our services and contacted us through our website. Review collected by and hosted on G2.com.

Every once in a while, the initial connection will disconnect right away, and I have to attempt to connect again. This doesn't happen often, but it does happen. Review collected by and hosted on G2.com.

I use RemotePC to connect remotely, eliminating the need to be on site. It allows seamless file transfers of any size, saving time and effort by updating changes without commuting. Review collected by and hosted on G2.com.

Some settings related to chat behavior and automation are not immediately obvious and take time configure. The interface is generally clea, but a new actions require extra clicks. For smaller teams, certain advanced features may feel more than what needed. Review collected by and hosted on G2.com.

Freshdesk helps us avoid missed messages by centralizing websites chats into one inbox. Instead of checking multiple toola or emails, the team works from the same view. This improved response consistency and reduced confusion around ownership. We noticed fewer delayed replies and smoother collaboration within the first few weeks of use. Review collected by and hosted on G2.com.

Lately, the Sent feature has not been functioning as expected and no longer separates my personal sent messages from All Sent, which can be quite confusing. Review collected by and hosted on G2.com.

Missive solves the problem of having emails, tasks, and internal communication spread across multiple platforms. In my role, I primarily work within shared inboxes, responding to customer queries and managing follow-ups. Being able to link tasks directly to emails, as well as track wider team tasks within the same system, has created a centralised hub for my work. This has benefited me greatly, as it reduces the need to switch between different tools, keeps communication and accountability in one place. My workflow has since become more efficient! Review collected by and hosted on G2.com.

I really don't like that when adding users to each remote access, the users' emails are not listed alphabetically. This is one of the most frustrating things because it doesn't show me a full list of users either. I would appreciate having a search feature when adding users to a computer or at least listing them in their entirety and/or alphabetically. Review collected by and hosted on G2.com.

Splashtop Remote Access lets my users access work desktops from personal devices, which solved prior issues. It enables me to support multiple users securely. The UI is simple, and I can manage admin access, enhancing user experience and oversight. Review collected by and hosted on G2.com.

The free version works well for daily use, but there are some limits. You can only have a certain number of contacts, dashboards, reports, and email templates. Some advanced features and integrations are only available on paid plans. For now, it’s fine, but it could feel limiting as your needs grow. Review collected by and hosted on G2.com.

HubSpot Service Hub helps me manage all my customer communications in one place. With the shared inbox, I can easily track emails, live chat messages and form submissions without missing anything. The ticketing system allows me to organize customer issues, assign tasks, and follow up efficiently. Forms and automated emails help me gather information and respond to inquiries faster. Overall, it keeps my workflow organized, saves time and ensures I can respond to customers promptly, which improves the quality of support I provide. Integrating with Microsoft Teams adds an extra layer of convenience, letting me stay updated on customer interactions without switching apps. Review collected by and hosted on G2.com.

Sometimes I run across issues with connecting customer accounts or merging accounts, but I think that's more of a user error than the system itself in the design. Review collected by and hosted on G2.com.

I use Gladly to efficiently connect with customers, centralizing order information and conversation history in one place without navigating different systems. Review collected by and hosted on G2.com.

Atera does not assist with managing Cloud SaaS workloads or end-user licensing, which happens to be a key area of expertise for us as an MSP. However, Altera is integral in providing reports and compliance verification. Review collected by and hosted on G2.com.

Altera serves as a game enabler by automating many of the time-consuming, low-level support tasks. This allows us to dedicate more attention to higher-value customer services and project-based work. As a result, customer satisfaction increases, and customer support becomes a profitable aspect of our operations. Review collected by and hosted on G2.com.

There are still numerous known issues that remain unresolved. While most of these problems do not impact me directly, it is somewhat troubling to see that they persist. Development on the RMM side appears to have slowed considerably, with more attention now being given to the PSA and integrations. Personally, I would prefer to see greater development efforts dedicated to computer management, as that is ultimately what our customers rely on us for. Review collected by and hosted on G2.com.

Using Syncro has made managing computers much more efficient for me. By utilizing scripts, it significantly cuts down the amount of hands-on time required to repair a computer that comes into my shop for break-fix service. Review collected by and hosted on G2.com.

One thing I would like to see improved is more layout flexibility when customizing appointment pages. It works well, but a few more design or branding options would make it even better Review collected by and hosted on G2.com.

Before using it, scheduling was scattered between emails, calls, and different apps, which made things confusing and easy to miss. Now appointments, follow-ups, and reminders are centralized.it helps prevent double booking, improves response time, and makes communication smoother for both sides Review collected by and hosted on G2.com.