Remote Support Software

The platform is deep, which means there is a learning curve to mastering every nuance of the AI Studio. However, this is entirely mitigated by the high-touch onboarding and the wealth of available resources. Any initial complexity is quickly resolved through their proactive support. Review collected by and hosted on G2.com.

Qualified gives us a 24/7 AI presence that qualifies intent and books meetings in real-time on our website. This helps us move from a "fill out a form and wait" model to "instant conversation and booking." Review collected by and hosted on G2.com.

The way the data is shown or how long it takes to refresh might be able to be better.

Also, it takes a long time to sync new chats into the platform, which could be hard for the QA testers at times. Review collected by and hosted on G2.com.

My customer support team qualification analysis.

This platform provides access to the entire support team, allowing them to review the feedback left by the QA team and add feedback for them to revisit. They can also tag individual team members separately, so each person can review the notes relevant to them. Review collected by and hosted on G2.com.

Nothing in particular—it's just that sometimes it feels slow. Review collected by and hosted on G2.com.

What I like about Fin by Intercom is that it addresses some very real, everyday support challenges that most teams run into.

The biggest one is dealing with a high volume of repetitive customer questions. Rather than having agents answer the same things over and over, Fin can handle those instantly. That translates into fewer tickets for the team and a lot less manual effort.

It also helps with slow response times and limited availability. Traditional support teams can’t realistically be online 24/7, but Fin can. Customers get immediate answers at any time, which improves the overall experience and helps reduce frustration. Review collected by and hosted on G2.com.

While the platform is powerful, it can sometimes feel complex and overwhelming, especially for new users. Certain configurations require multiple steps or deep technical knowledge, which can slow down adoption. Additionally, the interface can feel crowded, and performance may lag when handling large volumes of data or custom workflows. I also find that some AI features require additional setup or licensing, which can make the overall experience less straightforward. Review collected by and hosted on G2.com.

Agentforce Service helps streamline and centralize customer support by bringing all cases, interactions, and customer data into one place. It reduces manual work through automation and AI‑driven suggestions, which speeds up case resolution and improves accuracy. The platform also helps ensure consistency across teams by standardizing workflows and providing real‑time insights. As a result, it becomes easier to deliver faster, more personalized support, improve agent productivity, and maintain a better overall customer experience Review collected by and hosted on G2.com.

While Smartsupp is very effective overall, I think some advanced customization and integrations could be improved. In particular, having more flexibility in chatbot flows and deeper analytics would make the platform even more powerful for growing businesses. Review collected by and hosted on G2.com.

Smartsupp helps us solve the problem of missed opportunities and slow response times on our website. Before using it, many potential customers would leave without engaging. With live chat and automation, we can now interact with visitors in real time, answer questions instantly, and guide them through the decision process. This has improved our conversion rate, reduced bounce rates, and increased overall customer satisfaction. Review collected by and hosted on G2.com.

I haven’t come across many downsides yet, mainly because I’m still in the early stages of using Zoho Desk. That said, one area that could be improved is the process for connecting or mapping a domain—it wasn’t very straightforward and took some extra effort to figure out. More step-by-step guidance or platform-specific examples (like for Squarespace) would make that process much easier. Other than that, I haven’t run into any major issues so far. Review collected by and hosted on G2.com.

Zoho Desk is helping us solve the challenge of tracking and managing customer inquiries, especially through email. Before using it, we had to rely on CC’ing each other just to stay accountable on responses, which wasn’t efficient and made it hard to keep track of what was handled and what wasn’t.

With Zoho Desk, everything is centralized into a ticketing system, which gives each inquiry a clear status and reference point. This makes it much easier to see what’s been responded to, what’s still open, and who’s handling what—improving both organization and accountability across our team. Review collected by and hosted on G2.com.

I have nothing bad to say about TeamViewer's remote communication functions and capabilities, I think it is a high performance technical program that has no flaws in the operation of its systems. Review collected by and hosted on G2.com.

TeamViewer's digital capabilities have allowed me to connect remotely to carry out all my work processes securely and productively, facilitating the receipt of files and work documents and allowing me to maintain a secure and frequent channel of communication with all the members of my work team. Review collected by and hosted on G2.com.

I wish it would let me use it for my personal and family. I could protect them. The lack of native Linux/macOS support, inconsistent remote control performance, and complex scheduling. Slow file transfers, limited reporting, and UI navigation issues. Customer support needs improved. Review collected by and hosted on G2.com.

We needed a good update process as we migrated to 100% SaaS platforms. We do not have an on premise or cloud hosted option we can leverage. Action1 solves critical endpoint management issues by providing a cloud-native platform that automates patching for OS and third-party apps, offering 360-degree visibility, and securing remote workforces without VPNs Review collected by and hosted on G2.com.

One downside I’ve noticed with Podium is the pricing it can feel a bit heavy, especially if you’re not using every feature regularly. For smaller teams or tighter budgets, the cost combined with contract commitments can make you think twice. It’s not that the platform isn’t useful, but you do start questioning the value if your usage is limited or uneven.

Another thing that comes up in day-to-day use is the constant flow of messages. Since everything runs through SMS, it can sometimes feel like there’s no real “off” switch. If boundaries aren’t set properly, it’s easy for notifications to pile up and become a bit overwhelming, especially during busy periods.

Integration is another area where things aren’t always as smooth as expected. If you’re working with older systems or specific industry tools, syncing everything perfectly can take some effort. At times, we’ve had to manually cross-check or re-enter information, which kind of defeats the purpose of saving time.

Also, while the review feature does help increase ratings, many responses tend to be just quick star ratings without much written feedback. That’s good for overall scores, but not always as helpful when someone wants detailed insights before making a decision. Review collected by and hosted on G2.com.

In my evryday work around automotive documentation, I’ve seen Podium make a noticeable difference in how technical information is shared with customers.In most workshops, there’s always a gap between what technicians document and what the customer actually understands. Detailed diagnostics, service procedures, or internal notes usually stay inside the system, and by the time it’s explained to the customer, it gets simplified a lot. That’s where confusion or hesitation tends to come in especially for higher-cost repairs. Podium helps reduce that gap by letting you bring parts of that information directly into the conversation, in a way that still feels simple and approachable.

What stands out in practice is how easily we can add context when it’s needed. Instead of trying to explain everything over a call, we can share a quick photo of a worn-out component or a short video showing the issue. Even a brief explanation alongside that makes a big difference. Customers don’t feel like they’re being told they can actually see what’s going on, which builds a bit more trust naturally.

It also changes how approvals happen. When customers clearly understand the issue, decisions are usually quicker, and there’s less back-and-forth. You don’t have to keep repeating the same explanation, and it reduces delays in the workflow. From a practical standpoint, that helps keep things moving during busy hours.

Another useful aspect is the record it creates. Every explanation, shared image, and approval stays in the conversation thread. Later on, if there’s any confusion or follow-up, you can refer back to it instead of starting from scratch. It also adds a level of clarity for the team anyone can step in and understand what was already discussed without relying on memory.

Of course, it doesn’t replace proper documentation tools or technical systems—you still need those for detailed records and processes. But as a layer on top, it works well. It makes communication more transparent, reduces misunderstandings, and overall makes interactions with customers feel smoother Review collected by and hosted on G2.com.

I agree with my previous response... "I'm honestly not sure what to put here". I've always been exceedingly happy with their product, service, features, and developments. Olek has always been kind to me when I needed help, since 2014. It's a ridiculously easy-to-use & get used-to customer service & chat interface - maybe with the exception of flows. Despite using that type of system through multiple apps for various things and years... it's still a little confusing for me.

Even so, I consider it a simple, straight-forward live chat option that integrates with pretty much any web building platform you could think up. I think it would be great for new users, those just starting ecommerce customer service, or for those who are less tech savvy and need a live chat solution.

Look, I've tested out a lot of features for our website over the years, especially different live chat apps to see where the best price, features, etc. are and I'm telling you now that you won't find better. I don't even bother looking anymore. Tidio fan for life! Review collected by and hosted on G2.com.

No problems currently, but anything I've had trouble with in the past they've always helped with. As far as benefits... for a few years Tidio was the only way our customers could get a hold of us outside of Email & our Facebook group, so to be able to speak with someone live during business hours put a lot of people at ease about our products and services knowing we'd be there. I still To this day (literally today!) get compliments on how easy it is to reach me on live chat when they're not able to call into the shop. I also like that I get messages overnight even when I'm not available that I'd otherwise likely not receive, so it helps to have another "contact form" if you will. Review collected by and hosted on G2.com.

One of the main challenges with Birdeye is that some of the integrations and data tracking are not always as clear or reliable as they could be.

For example, tying reviews and leads back to specific marketing efforts or keywords can be difficult, especially when trying to measure true ROI. The Google keyword tracking and analytics side has felt limited or inconsistent at times.

There is also a bit of a learning curve with setup and customization. Things like automation rules, templates, and syncing with other systems take time to dial in, and small changes are not always as straightforward as you would expect.

Overall, it is a strong platform, but better reporting clarity and smoother integrations would make it even more valuable. Review collected by and hosted on G2.com.

Birdeye is solving the problem of inconsistent customer feedback, scattered online presence, and missed opportunities to turn happy customers into new business.

Before using it, reviews were hit or miss and depended on staff remembering to ask. Now it automates the entire process. Every move in and move out consistently triggers a review request, which has helped us build a steady flow of feedback across all locations.

It also solves the issue of managing multiple listings and customer interactions in different places. Instead of jumping between platforms, everything is centralized, which saves time and makes it easier to respond quickly and stay on top of our reputation.

The biggest benefit is growth. More consistent reviews have improved our visibility in local search, built trust with new customers, and directly helped increase rentals. It has taken something that used to be manual and inconsistent and turned it into a system that runs in the background and drives real results. Review collected by and hosted on G2.com.

Honestly nothing that I can note at this time Review collected by and hosted on G2.com.

RemotePC lets me show patients 3D images directly, avoiding the need to walk to another computer. This enhances the patient experience by making it more professional and comfortable, as they don't have to awkwardly turn around. Review collected by and hosted on G2.com.

One thing I feel could be better is the reporting and analytics section. Basic reports are fine, but if you want more detailed insights you sometimes have to spend time configuring things. Also, some useful features are locked behind higher pricing plans, which can be a bit limiting for smaller teams. Apart from that, occasionally finding certain settings or configurations takes a bit of digging. Review collected by and hosted on G2.com.

freshdesk mainly helps us organize and track customer support requests in a much better way. Earlier, queries used to come through emails and it was difficult to keep track of which issue was handled and which one was still pending. With Freshdesk, every request becomes a ticket, so it’s easier to assign it to the right person and monitor the progress. It also helps in prioritizing urgent issues and responding to customers faster. Overall, it has made the support process more structured and reduced the chancess of missing customer queries. Review collected by and hosted on G2.com.

The only downside I’ve found with Zoho Assist Unattended Access is that I can’t join a PC if it’s powered down, but that’s just the nature of the beast. Other services are the same. They also have a lot of add on services, so much so I have not been able to take a look at them all yet, which is a good thing but can easily forget where to navigate to complete tasks. Review collected by and hosted on G2.com.

It saves me a lot of time. I work at two schools, and being able to log in remotely keeps me from having to drive back and forth between different buildings. It’s also helpful to be able to see who is logged in to which station at any given time. Review collected by and hosted on G2.com.

The pricing is a little bit high for Missif but that's because I'm based in Italy and of course it's a little bit expensive. But other than that I don't have any complaints. Review collected by and hosted on G2.com.

is solving messy mail and collaboration problem. So basically it allows you to automate stuff, so that's really great for our use case where we really need to organize emails and tasks and be able also to collaborate with our teammates. Review collected by and hosted on G2.com.

I think their reporting system could still use improvement. And integration with other products could be more complete. Especially with products such as IT Glue which it only partially integrates with (the PSA side does, but the RMM doesn't). Review collected by and hosted on G2.com.

Initially, (several years ago) I was not thrilled with their remote support tool. Since then, they have added Splashtop which is an acceptable and better alternative to their original offering. However, I still find that the extra cost of using Screenconnect is worth it especially since much of our work is done through the remote support tool. We are very hands on with our customers and they like it when we can remote into their computers, and start fixing the issue they are having in less than a minute. This connection time is roughly the same for the Splashtop product, their internal tool (which you can still use and which we find very helpful sometimes) as well as Screenconnect. Review collected by and hosted on G2.com.

The search bar can sometimes be slow. When I search for previous conversations by name, it takes a while to load. One other note the reporting dashboard is a bit of an initial mind fuck. You ll require a tiny bit of training around how very much chats your group finished in one day. It’s not just a matter of pressing a button. Review collected by and hosted on G2.com.

Our team was messy before Gladly. An agent was responding to an email, while another one was communicating with the same person on phone. We were repeating work. Now, thanks to the single timeline, we can precisely identify who is speaking to whom. We do not forage for information, so it saves us a minimum of 2 hours daily. Review collected by and hosted on G2.com.

Splashtop demands detailed Internet connections and when some instability is caused, some challenges occur

The experience that Slplashtop offers with mobile app is unintuitive Review collected by and hosted on G2.com.

Splashtop brings flexibility and remote work, something that ensures office computers or systems are accessible remotely

The IT support from the tool is something that helps in fixing device issues and no physical practices needed

The app gives a simple application and file access, something that makes the process of files transfer easier

Splashtop is manageable in different devices including tablets, computers and phones Review collected by and hosted on G2.com.

Further integration is always an area to be improved. There are a few areas in the Helpdesk that, if they were more completely customizable, would allow my team to never have to move to any other page in Hubspot while resolving issues. Review collected by and hosted on G2.com.

We have hundreds of support emails coming into our office and have only a couple people on staff who can respond. We're able to respond to 50-100 emails per day (up to 200 during busy times), with consistent messaging by using templates, using only part-time help. 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.