Remote Support Software

I don't use Qualified's video chatbot. The platform has had some difficulties helping customers with detailed support questions. Review collected by and hosted on G2.com.

Qualified accelerates our sales process by answering questions 24/7 and qualifying visitors before they chat with sales. It handles simple queries, freeing our team for high-intent buyers. It's easy to use, multilingual, and connects to Salesforce. However, it doesn’t handle customer support questions well. Review collected by and hosted on G2.com.

One thing I dislike about Fin by Intercom is that the quality of its answers depends heavily on the knowledge base. If the content isn’t well organized or kept up to date, the responses can end up being inaccurate or misleading. I’ve also found that, in some cases, the customization options feel limited. Review collected by and hosted on G2.com.

Fin by Intercom helps address high customer support volume by using AI to automate responses to common questions. By handling repetitive issues, it reduces the need for human agents to step in for routine requests. For me, this means saving time, lowering support costs, and freeing up agents to focus on more complex customer problems that require a human touch. Review collected by and hosted on G2.com.

I think Smartsupp could be improved by adding email ticketing. If it could convert incoming emails into numbered tickets and send automated responses like 'email received' or 'your ticket number is…', that would make it much more engaging and advanced. Also, a knowledge base feature would be great—something that lets customers access documented support in one central place. It would help Smartsupp users make more informed and engaging decisions, allowing support teams to easily share help articles and guide users through solutions using documentation. Review collected by and hosted on G2.com.

I use Smartsupp to automate customer support with its AI chatbot and emails, enhancing customer communication by answering FAQs and notifying my team of inquiries 24/7. The multilingual feature automatically adapts to customers' languages, making integration easy without extra developer costs. Review collected by and hosted on G2.com.

The Catch:

The “Salesforce Tax”: It’s expensive, and nearly every “cool” AI feature comes as a pricey add-on that can quickly inflate your monthly bill.

Complexity: This isn’t “plug-and-play.” In practice, you’ll usually need a dedicated admin or a consultant to keep everything running smoothly.

Bloat: The interface is undeniably powerful, but it’s also heavy. It can feel “click-heavy,” and it may run slowly on older hardware.

The Bottom Line: It’s a great fit for large companies that need to scale complex support operations, but for smaller or simpler teams it can easily become “expensive overkill.” Review collected by and hosted on G2.com.

Salesforce Service Cloud eases the headache of fragmented customer data and manual, slow-moving support workflows by bringing every communication channel together into a single “source of truth.” This gives you a true 360-degree view of your customers, so your team can deliver personalized help right away instead of losing time digging through old emails or jumping between disconnected systems. With AI-driven automation and self-service portals, the platform reduces repetitive “busy work” and automatically routes more complex cases to the right experts. In the end, it helps shift your support team from a reactive function to a faster, more efficient operation—leading to quicker resolutions, lower overhead costs, and stronger customer loyalty. Review collected by and hosted on G2.com.

One thing I noticed is that some options are placed under different tabs, so in the beginning I had to explore a bit to understand where everything is. Also, when multiple updates happen on the same ticket, email alerts can come one after another. It’s manageable, but adjusting notification settings properly takes a little time. Review collected by and hosted on G2.com.

Zoho Desk helps me keep different queries organized instead of relying on calls or scattered messages. Earlier, I had to check different places to recall past discussions. With tickets, everything stays recorded in one system, which makes follow-ups easier to manage.

It also helps me track ongoing requests without missing anything. I can review past conversations when needed and stay more consistent in handling routine queries. Overall, it brings more structure to daily communication and reduces confusion when multiple discussions are happening at the same time. Review collected by and hosted on G2.com.

While Zendesk is powerful, the pricing can become expensive as your team grows or when adding advanced features. Some useful capabilities are locked behind higher-tier plans, which can make scaling costly. The initial setup and customization can also feel complex, especially for smaller teams without a dedicated admin. Additionally, the reporting configuration sometimes requires extra effort to get very specific insights without using add-ons. Review collected by and hosted on G2.com.

Zendesk helps centralize and streamline customer support by bringing all communication channels—email, chat, and web forms—into a single ticketing system. This eliminates scattered conversations and improves visibility across the team. It also solves response time issues through automation, triggers, and SLAs, ensuring that tickets are routed and prioritized correctly. As a result, we benefit from faster resolution times, improved customer satisfaction, better workload management, and data-driven insights through reporting and analytics. Overall, it creates a more structured, scalable, and efficient support process. Review collected by and hosted on G2.com.

One thing i like about is that its pricing can feel a bit expensive for small businesses or individual users. Sometimes the connection speed depends heavily on internet quality which can affect performance during important sessions. The free version also has limitation that can interrupt workflow. Review collected by and hosted on G2.com.

TeamViewer solves the problem of remote access and technical support. It allows me to connect to devices anywhere in the world without being physically present. This saves time reduce travel costs and allow faster troubleshooting which improves productivity and client satisfaction. Review collected by and hosted on G2.com.

Podium is slow in handling customers complains and there is limited to no follow up

The price for Podium is opaque and keeps changing Review collected by and hosted on G2.com.

Customer communication and feedback has been perfectly supported by Podium, snd this includes consolidating all forms of engagement

Most of feedback are automatically responded and reviewed, ensuring that online engagement is successful

The app issues insights from clients feedback and this helps make more organic interactions

We use Podium to monitor every response shared with clients and this gives confidence to our customers Review collected by and hosted on G2.com.

It would be nice if, when uploading programs for distribution, I could upload multiple files at once. While there are ways to work around this limitation, those workarounds aren’t ideal. It would also be nice if it supported WOL. Review collected by and hosted on G2.com.

I am now able to actively manage all our PC's in real-time including software. I can remote in to any PC on our system as long as it is connected to the network. Review collected by and hosted on G2.com.

While the platform is robust, there can be a learning curve when first implementing all features across multiple locations. However, once set up, it becomes very efficient. Review collected by and hosted on G2.com.

Birdeye helps us centralize review management, increase review volume, maintain consistent brand responses, and quickly identify trends across locations. Review collected by and hosted on G2.com.

While the AI features are excellent, the conversations limit on lower-tier plans can feel a bit restrictive as you start to scale your automation. I've also noticed that the Suggestions engine can occasionally flag items for review that are already covered in our primary data sources, requiring a bit of manual cleanup. I would love to see more one click options to bulk approve AI responses directly from the Playground view to save time during the initial training phase. Review collected by and hosted on G2.com.

Tidio has solved our "support fatigue" problem by allowing Lyro to act our first line of defense for repetitive inquires. It has effectively eliminated the need for our human agents to answer the same shipping or policy questions over and over, as the AI now handles 5 out of every 9 conversations automatically. Overall, it's provides the enterprise -grade automation we need to provide 24/7 support with total confidence. 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.

Nothing major. We might be missing some features (mainly email notifications when something is tagged), but those are part of a higher-tier plan, and we understand that. Review collected by and hosted on G2.com.

Our company spent a long time searching for a helpdesk solution that would meet our specific needs. For over 10 years, we relied on a tool with a Gmail-style interface. However, we gradually realized the need for a solution that would better align with our current workflow and the demands for automation, transparency, and efficient communication management in 2026. We were looking for a system that would adapt to us—not the other way around. We also highly valued the option to switch the interface to Czech, which made the adaptation process much easier for the entire team. The implementation was seamless. Minor third-party assistance was only necessary to address our highly specific requirements, not due to any limitations of the system itself. Today, thanks to Freshdesk, we have better-defined processes, a higher level of automation, and greater visibility across all communications. Overall, we are very satisfied with the solution. Review collected by and hosted on G2.com.

In the past, the search function wasn’t as strong as we would have liked, especially when trying to locate older or very specific messages. However, this is an area they’ve been actively improving, and we’ve seen noticeable progress over time. Review collected by and hosted on G2.com.

We deal with a large volume of shared emails across multiple stakeholders and departments. Before Missive, managing distribution and maintaining visibility without duplicating emails was challenging.

Missive allows us to properly organize, assign, and track emails without forwarding chains or creating redundant copies. This improves accountability, reduces confusion, and keeps communication centralized. The ability to link conversations and apply SLAs ensures that important requests don’t fall through the cracks and that our team stays aligned on priorities.

Overall, it has helped us streamline collaboration, improve response times, and maintain better oversight of shared communication. 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.

Honestly, I haven’t found any downsides to using Zoho Assist so far. It’s been a smooth experience for me, and I haven’t run into any issues worth mentioning. Review collected by and hosted on G2.com.

I use Zoho Assist as an on-demand, one-time remote support tool when a client needs help. I typically don’t use the unattended access feature, although I have used it in the past. Overall, it’s a secure way to remotely access a client’s computer so I can troubleshoot and resolve issues without having to go onsite.

I’ve also used it personally—for example, to help my brother transfer data from his old laptop to his new one, even though he lives several states away. For the price and the ease of use, I really enjoy using Zoho Assist. Review collected by and hosted on G2.com.

One thing that I do not like is the "Rules" engine can be a little hard to configure if you have more advanced workflows. If you are trying to do very advanced branching, the UI feels somewhat limited relative to a full-fledged flow builder. Finally, while the reporting dashboard provides basic KPIs, if I am looking for deep machine level analysis or sentiment trend mapping, I tend to export out via REST API and consume in my Python notebooks. The session timeout also needs to be a little less aggressive; it occasionally logs the agents out before they finish their long, most of the time even on mid case. Review collected by and hosted on G2.com.

We placed the Bot in a state of "Frustration." Many customers do not like speaking with bots because they are too rigid. We are building a more conversational AI with Gladly that gets intent and sentiment. The advantage for me is the feedback loop. Gladly makes it easy to see when the AI fails and we can then update the “Guides” or the “Answers” within minutes in most cases. In the first few months, it is decreasing the Tier-1 support volume by almost 40-50%. This filters the fray out for human agents so that they only have to deal with high-value problems heavy enough to require a consultant's brain. 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 main limitations are in the free version—only one user can access it and chat history is limited to 30 days. That said, these are understandable constraints for a free plan, and the core live chat and helpdesk functionality works very well. Review collected by and hosted on G2.com.

Chatway Live Chat solves the problem of slow and unorganized customer communication by combining live chat with helpdesk-style conversation management. It allows us to respond to users in real time, keep support requests organized, and reduce response times. This has improved customer satisfaction and made support workflows more efficient. 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.