Remote Support Software

Zendesk Talk is the area where I see the most opportunity for improvement. While it provides the basic functionality needed for an integrated phone system, it is not as advanced or feature-rich as some other tools available in the market. Review collected by and hosted on G2.com.

Previously, configuring or improving Zendesk often required searching through a large number of Help Center articles and determining how to set up each component individually.

With Admin Copilot, I can explain what I am trying to accomplish in plain language and receive guidance on how to move forward. This has made creating macros, triggers, workflows, and other administrative processes much faster, less painful, and more seamless. It saves time, reduces the amount of manual research required, and helps us make better use of the platform. Review collected by and hosted on G2.com.

From a collections specialist point of view at iQor, the frustrations with Salesforce Service Cloud / Agentforce Service usually aren’t about whether it works they’re about how it feels to use under pressure.

One common dislike is how many clicks and layers it can take to do simple things. In collections, speed matters. When you’re trying to log a promise-to-pay, update a disposition, or move to the next account quickly, extra screens and validation steps can feel like they slow the conversation down instead of supporting it. Review collected by and hosted on G2.com.

From a collections specialist perspective at iQor, Salesforce Service Cloud / Agentforce Service is mainly solving the problem of fragmented, messy customer information and slow case handling which is a big deal in collections work. One of the biggest problems it fixes is having customer data scattered across different systems. Before tools like this, you might have billing info in one platform, notes in another, and interaction history somewhere else. Service Cloud pulls that into one place, so when a customer calls about a balance or dispute, you’re not wasting the first few minutes just trying to figure out what’s going on. Review collected by and hosted on G2.com.

At this time, there are no significant aspects of Qualified that we dislike. The platform has performed well for our use cases, integrates effectively with our Salesforce and Account Engagement (Pardot) environment, and has been easy for our team to adopt and manage. Review collected by and hosted on G2.com.

Qualified is helping us solve the challenge of identifying, qualifying, and engaging high-intent website visitors in real time. Prior to implementing Qualified, many website interactions relied on traditional form submissions, which limited our ability to immediately connect visitors with the right resources and sales teams.

By leveraging Qualified, we can automate lead qualification, route visitors more efficiently, and deliver personalized experiences based on visitor interests and behavior. This has helped improve engagement with prospective customers while ensuring our sales and marketing teams spend more time focusing on qualified opportunities. Review collected by and hosted on G2.com.

The biggest area for improvement is pricing, since it can feel expensive for smaller teams. Performance can also depend on internet stability, so slower connections may negatively affect the remote session experience. Overall, the current features work well, but adding more AI-based automation could make troubleshooting and support even more efficient going forward. Review collected by and hosted on G2.com.

TeamViewer helps us handle remote access and support issues more efficiently. I use it to connect to systems, understand user problems through screen sharing, troubleshoot issues, and provide quick assistance. It is also useful during new employee onboarding, where required software setup and system-related support can be provided remotely. This reduces waiting time and helps improve productivity. Review collected by and hosted on G2.com.

I don't like the change in plan features. When we signed up two years ago, we were given lots of new features and as they came out, new features were available to us and recently that has changed and it seems like what initially started as one price very quickly turned into every month there's extra fees involved.

As far as the fin chatbot, I don't like how much it hallucinates and gives people incorrect answers. Review collected by and hosted on G2.com.

Finn is allowing us to offer 24 seven support to our customers. It has given us the ability to have a much better knowledge Bass and easy to understand statistics and reports when compared to Zen desk. I enjoy how AI forward the company is but I also worry that sometimes these AI ideas and features are a little half baked. 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 can't think of any major downsides. I do wish it had built-in support for updating the MS 365 desktop apps without having to set it up and configure it manually, though their database is still quite good and growing all the time. Other than that I can't really think of any right now. Review collected by and hosted on G2.com.

It is solving the problem of not being able to remotely patch Third party software and makes it quicker and easier to Patch Windows as well. It also makes remote tech support much quicker and easier for the end user and me. Review collected by and hosted on G2.com.

The only challenge I have at the moment is when I type on someone else machine. After about an hour, I struggle a little, but i have received some steps from RemotePC to address it, and I am sure that we will get to the bottom of it. Review collected by and hosted on G2.com.

I need to assist my father in another part of the country on his laptop. I also need to help my parents on their mobile phones when they have issues. RemotePc helps me to do both. Review collected by and hosted on G2.com.

The only thing I'd keep an eye on is the pricing. Once you start using more advanced automations or Lyro AI, costs can climb pretty quickly depending on how many conversations you're handling. It's not a deal-breaker, but it's definitely worth understanding how the limits work before you start scaling everything. Review collected by and hosted on G2.com.

A big part of my job is making sure clients can actually run their business without depending on us for every little thing. On most WooCommerce projects, we deliver the site, and it usually doesn't take long before the same questions start coming in: product availability, shipping times, payment methods, and other pre-sale questions. That's why we now include Tidio from day one and build automated replies using information that's already on the website. The difference is noticeable almost immediately. Clients are able to answer a lot of those questions on their own, and we stop getting requests to update pages or tweak content just because people keep asking the same things over and over. At this point, I don't really see Tidio as just another plugin. It's part of the solution we deliver because it keeps adding value long after the website goes live. Review collected by and hosted on G2.com.

My biggest concern is how quickly the AI world is changing and how hard it can be to stay on top of everything. Integration was also a bit of a hurdle; it took extra effort on my end to get everything set up properly and running smoothly. Review collected by and hosted on G2.com.

Centralizing our systems with Birdeye has been a major plus for us. It’s made things much easier because everything is in one place, so we can manage it all from a single spot. Review collected by and hosted on G2.com.

While Podium is a powerful tool, the steep monthly pricing can be difficult for a local agency like Showery Insurance to justify if every feature isn't being aggressively utilized. Our biggest hurdle has been integrations, as the platform lacks deep, native connectivity with specialized insurance management systems like Applied Epic or AMS360, requiring complex workarounds. Additionally, the dashboard can feel cluttered for our agents, and the text format frequently struggles with sending the large PDF policy documents central to our workflow. We also found that the AI-assisted response tool lacks the specific industry nuance required for complex insurance terminology, requiring heavy manual editing from our team. Finally, while their support is helpful, the onboarding process lacked a deep understanding of the strict TCPA compliance and opt-in regulations unique to the insurance sector. Review collected by and hosted on G2.com.

Before Podium, Showery Insurance struggled with scattered client communication and an invisible online presence because our agents had to juggle multiple platforms and manually chase down reviews. Podium’s unified inbox and automated integration solved this by centralizing all text, web, and social inquiries into one dashboard while automatically triggering review requests the moment a policy is bound. Its high-performing text delivery completely eliminated the friction of telephone tag, allowing us to gather crucial client data and bind coverage in minutes rather than days. The resulting spike in our Google review volume drastically boosted our local SEO, delivering an undeniable ROI by driving a steady stream of inbound leads to our agency. Finally, features like AI-assisted draft replies and standardized templates have streamlined our onboarding process, allowing our team to handle high message volumes swiftly and professionally. Review collected by and hosted on G2.com.

The initial setup for some advanced features can take time, and connection quality may occasionally depend on the client's internet connection. Aside from that, Zoho Assist is a dependable and easy-to-use remote support solution. Review collected by and hosted on G2.com.

Zoho Assist has helped us provide fast, secure, and efficient remote technical support to our customers without the need for on-site visits. It has reduced issue resolution times, improved first-call resolution, and enabled our support engineers to troubleshoot devices in real time. Features like unattended access, file transfer, session recording, and multi-platform compatibility have streamlined our support operations, increased team productivity, reduced operational costs, and enhanced the overall customer support experience. Review collected by and hosted on G2.com.

While Freshdesk is a powerful and user-friendly interface that makes support work efficient, there are also some disadvantages. Some of its advanced features require a subscription, which can make it difficult to use for small and medium-sized organisations. Review collected by and hosted on G2.com.

Freshdesk helps solve the challenge of managing customer inquiries from multiple channels in one place. It centralizes emails, chats, calls, and social media messages into a single ticketing system, making it easier to track, prioritize, and resolve customer issues. This benefits me by improving response times, increasing productivity, and ensuring that no customer request is missed. 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.

File handling during remote support could still be smoother. When a technician only needs to drop a small installer or package onto a device, I’d prefer a more direct transfer process that doesn’t require launching a full remote session and potentially disrupting the user. It’s not a major limitation, but it happens often enough that it becomes part of the technician’s routine instead of just an occasional inconvenience. Review collected by and hosted on G2.com.

A new security policy had to be deployed across several offices without disrupting teams working different shifts, so we started with a pilot group and used IT Automation Profiles to run scripts, apply configuration changes, and schedule updates through Atera. During the first phase, Remote Monitoring showed that several devices were not reconnecting after the restart. The Ticketing System gave the technicians enough device and activity context to separate real failures from computers that had simply been powered off by their users. We also caught a profile with the wrong maintenance window after it started acting on two workstations earlier than planned. The deployment was paused, the policy was corrected, and the remaining devices were moved through smaller groups instead of continuing with the original batch. Patch Management then showed which machines had completed the update and which ones still needed intervention, while the dashboard gave us a shared view of open tickets, technician workload, and pending endpoints without asking each technician for a separate status report. Atera did not make the rollout risk-free, and it certainly did not compensate for a poorly grouped device policy. What it gave us was enough visibility to catch the mistake before it reached the rest of the organization, connect technical execution with support activity, and close the project based on the actual state of the devices rather than a checklist that claimed the work was finished. Review collected by and hosted on G2.com.

While the platform itself is powerful, customer relationship management and communication quality have recently become a concern for us. As a long-term customer, we expected a more professional and respectful communication approach from the sales team.

Additionally, pricing has become difficult to justify compared to alternative solutions in the market. The Knowledge Base page customization options are also quite limited, especially for companies that want more flexibility in branding and user experience. Review collected by and hosted on G2.com.

HubSpot Service Hub helped us centralize customer communication, support ticket management, and reporting processes in a single platform. It improved our team’s visibility over customer requests and made internal follow-ups more organized and efficient.

The automation features and CRM integration also helped us reduce manual work and respond to customers faster. Review collected by and hosted on G2.com.

I like our daily schedules to be perfectly organized, so getting the system to recognize our specific care terms and visit timings took a little extra time at first. But spending those few days to set up the routing rules properly really helped us clean up our internal operations, which was a huge benefit for the whole team in the end. Review collected by and hosted on G2.com.

It takes the daily chaos out of managing home care visits. Families get much faster, caring responses when they reach out, and it completely stops important messages from getting lost during shift changes. Review collected by and hosted on G2.com.

I do not have many major issues with Missive, but sometimes when there are too many active conversations and tasks together, finding older discussions can take a little extra time. A few settings and workflow options also need some initial adjustment based on personal work style. Other than that, it fits well into my daily clinic communication and follow-up routine. Review collected by and hosted on G2.com.

It is helping me solve the problem of scattered communication and follow up management in my daily work. Earlier, patient emails, consultation reminders, pending replies, and small workflow tasks were spread across different places, which sometimes made tracking difficult during busy clinic hours.

Now I can manage conversations, follow-up tasks, reminders, and notes together in one place. This helps me respond faster, keep patient communication organized, and avoid missing important follow-ups. It also helps in my health education and content work because I can keep communication and planning related to awareness content more structured and easy to manage.

I also spend less time checking different email threads or apps again and again during consultations. Everything feels more organized, which makes daily clinic work smoother and easier to handle. Overall, it saves time, improves communication, and helps me manage patient coordination and content-related workflow in a more practical and professional way. Review collected by and hosted on G2.com.

The web interface doesn't always chime when a chat comes in if the tab is not in focus and when you finally do switch to that tab, you get blown up with all the chimes from the chats. I recommended a solution for them to fix. Review collected by and hosted on G2.com.

I really support my customers and am always there for them. This support system makes it super easy. Notifications are instant so I can get in touch with my customer within seconds. Review collected by and hosted on G2.com.