Remote support tools are the backbone of a supportive IT infrastructure. It’s used to help technicians troubleshoot issues for end users and resolve problems over a long distance. Remote access software plays an integral role in today’s business environments. With a major increase in remote work in various sectors, including IT, education, and customer service, the need for remote access software grows.
Remote access software helps to support productivity, reduce operational costs, and improve customer satisfaction. With so many facets of business relying on remote access support, it’s important that your team chooses the right tool for your specific business needs.
What is Remote Support Software?
Remote support software is a tool that enables IT professionals and support teams to access and control computers or devices remotely. This technology allows technicians to troubleshoot issues, install software, manage updates, and provide assistance without being physically present at the location of the device. Remote support software is essential for businesses of all sizes, as it improves efficiency, reduces downtime, and enables quick resolution of technical problems.
The primary functions of remote support software include remote desktop access, file transfer, screen sharing, and communication tools such as chat. These features facilitate seamless interaction between the support technician and the user, ensuring that issues are resolved swiftly and effectively. Additionally, remote support software often includes security measures such as encryption, multi-factor authentication, and logging of support sessions to maintain the integrity and confidentiality of data.
Key Factors to Consider While Evaluating Remote Support Tools
When choosing remote support software, it's important to consider several key factors to ensure the tool meets your business needs. Here are the essential factors to evaluate:
Security: Ensure the software offers robust security features such as encryption, multi-factor authentication, and session logging. Protecting sensitive data and maintaining compliance with industry standards is crucial.
Ease of Use: The software should have an intuitive interface that is easy to navigate for both technicians and end-users. A user-friendly design reduces the learning curve and improves efficiency.
Compatibility: Check if the remote support tool is compatible with various operating systems and devices. It should support Windows, Mac, Linux, iOS, and Android to accommodate different user environments.
Performance: Evaluate the performance of the software in terms of speed and reliability. The tool should offer high-quality remote access with minimal lag to ensure a smooth user experience.
Features: Look for essential features such as remote desktop access, file transfer, screen sharing, and communication tools. Advanced features like session recording, remote printing, and multi-monitor support can also be beneficial.
Scalability: Consider whether the software can scale with your business. It should support multiple users and devices, and offer flexible licensing options to grow with your needs.
Support and Training: Reliable customer support and comprehensive training resources are vital. Ensure the vendor provides adequate support channels, including phone, email, and live chat, as well as detailed documentation and tutorials.
Cost: Compare the pricing plans of different tools to find one that offers the best value for your budget. Consider not only the initial cost but also any additional fees for upgrades, add-ons, or support services.
By carefully evaluating these factors, you can select a remote support tool that enhances your IT support capabilities, improves efficiency, and provides a secure and reliable solution for your business.
Best Remote Support Software in 2024
Splashtop
Splashtop is the leading remote access software that provides users with a seamless remote experience, industry-leading security protocols, and supports the use of high-powered software remotely.
Splashtop offers extremely versatile remote support solutions and is used across various sectors—including healthcare and education. Splashtop helps to improve operational efficiency, streamline processes, and provides remote workers with a stable and secure working experience.
TeamViewer
TeamViewer is a remote support software tool that provides a free version for personal use only. For those that are looking for remote access tools purely for personal use, this is a good option to consider. However, if TeamViewer suspects you are using the free version for commercial use, they can block your connections and prevent you from accessing your remote devices.
>> Recommended Reading: TeamViewer Free Version Limitations & Best Alternative
GoTo Resolve
Another popular remote support software is GoTo Resolve. While GoTo Resolve helps to monitor devices and minimize disruptions with real-time data, there are major IT features that aren’t available with the GoTo Resolve platform.
For example, session recording and integrations with other ticketing solutions are common features available for remote working software. However, GoTo Resolve currently does not offer these capabilities.
>> Recommended Reading: Best GoTo Resolve Alternative 2024
ConnectWise ScreenConnect
ConnectWise ScreenConnect is a remote support tool that offers a 14-day free trial, no credit card required. The downside? ConnectWise has raised the price of its unattended remote access tool in the past.
Depending on the plan you have and the number of devices you’d like to access, your original price can see an up to 275% increase from the original ScreenConnect pricing model. In comparison, the Splashtop pricing model is focused on paying for what you use, so there’s no overpaying for remote support.
>> Recommended Reading: ConnectWise ScreenConnect Alternative
BeyondTrust Remote Support
BeyondTrust (formerly known as Bomgar Appliance) is a common privileged remote access software that provides a centralized platform for session management and access control. Their on-premise options provides the ability to keep remote access behind a firewall, however, it’s not the most flexible option for enterprise clients.
Splashtop On-Prem provides similar features to the BeyondTrust platform without the high cost. Splashtop’s pricing model creates a system that allows for users to pay only for what they use, which provides your team the flexibility and ability to easily scale in terms of pricing.
>> Recommended Reading: 5 Reasons Why Splashtop is Better Than BeyondTrust Appliance
Remote Desktop Manager by Devolutions
Remote Desktop Manager is appealing for many users because they offer a free version for users. However, the free version only offers extremely limited features. Remote Desktop Manager boasts itself as the, “IT toolbox for remote access”. While it does provide users with security features, it’s important to consider larger security considerations.
Splashtop’s infrastructure is built with security in mind. In addition to providing users with the ability to strengthen their own security, like SSO integration and endpoint security, the platform itself is compliant with many major security standards like ISO/IEC 27001, SOC2, and GDPR.
VNC Connect
VNC Connect is a remote desktop platform that’s often used to provide remote workers the ability to remote in from their own devices. VNC Connect uses what is known as a remote frame buffer (RFB) to transmit the screen of a remote computer to your local computer, while simultaneously transmitting inputs back.
This method of remote access is fairly dated and doesn’t perform as well as newer technologies. Splashtop uses a proprietary protocol that provides end users the ability to deliver high-definition video and audio in real-time, ensuring technicians can deliver fast and effective support during a remote access session.
>> Recommended Reading: Best VNC Alternative—Splashtop Remote Access & Control
ISL Light
ISL Light provides users with unattended remote access. ISL Light also offers an on-premise solution and multi-monitor support. However, some end users report complications with the user interface. User experience is a major consideration when it comes to remote support. This is why Splashtop provides a simple user interface for both end-users and technicians. There’s no mistaking what code to use to establish a connection, and technicians can easily tell what devices they’re working with.
AnyDesk
AnyDesk is a remote access platform that offers usage for remote working and IT support. The platform offers a wide variety of features, but doesn’t allow you to pick and choose which aspects of the product are the most necessary for your team. This limitation could lead to expensive purchases for unnecessary features that never get used. Splashtop offers many features similar to the AnyDesk platform at a fraction of the cost. Splashtop’s pricing model allows teams to get a more flexible and cost-effective solution. >> Recommended Reading: AnyDesk Pricing Comparison
Getscreen.me
Getscreen.me is a cloud-based remote access software that operates within an individual’s browser. This means that it doesn’t require applications or downloads the function. However, because of this limitation, Getscreen.me doesn’t have any reporting features such as activity tracking, alerts or notifications, or an activity dashboard – key features needed by IT and help desk support teams.
RemotePC
RemotePC is a remote access tool that supports multiple platforms, including Windows, Mac, Linux, iOS, and Android. It offers features such as file transfer and remote printing.
Splashtop, however, offers enhanced security measures, a user-friendly interface, and comprehensive support, making it the superior choice for those seeking a reliable and secure remote access solution.
Zoho Assist
Zoho Assist is a web-based remote support tool with features like unattended access, screen sharing, and file transfer. It integrates with other Zoho products and provides customizable branding options.
In contrast, Splashtop offers better performance and ease of use, with high-definition streaming, extensive device compatibility, and efficient customer support, making it the preferred choice for businesses.
Goverlan Reach
Goverlan Reach is an enterprise-focused tool offering real-time IT support, Active Directory management, remote control, and diagnostics. It operates without cloud dependency, providing real-time support capabilities.
Splashtop provides a more intuitive interface, cost-effective plans, and superior remote desktop performance, making it the better choice for enterprises and IT professionals.
SupRemo
SupRemo is a remote support tool offering features like unattended access, file transfer, and multi-connection support. Splashtop, on the other hand, provides a more robust feature set, including high-definition remote access, extensive device compatibility, and superior customer support, making it the preferred choice for businesses.
Dameware Remote Everywhere
Dameware Remote Everywhere is a cloud-based remote support solution with security features and cross-platform support. It includes unattended access and supports multiple operating systems, including Windows, Mac, and Linux.
However, when compared to Splashtop, Splashtop excels with advanced performance, a user-friendly interface, and cost-effective pricing, making it the superior choice for remote support needs.
Key Features That Make Splashtop The Leading Remote Support Software
Splashtop achieved TrustRadius’ Top Rated Award in the Remote Support and Remote Desktop category—and it’s not hard to see why.
Splashtop continues to offer competitively priced, user-friendly remote support solutions that fit both remote workers and IT leaders. With industry-leading security and several support teams located around the world, Splashtop is here to support anyone looking to implement remote access software into their workflow.
Below are just a few of the features that helped Splashtop become the Top Rated remote support tool by TrustRadius:
Comprehensive security features: In addition to being compliant with major security compliances like GDPR, SOC2, and FERPA, Splashtop provides other security features like multi-factor authentication, comprehensive logging, SSO integration, and granular permission control.
All-in-one remote access solution: Whether you’re looking to provide employees the ability to work from home or create an on-demand helpdesk for your support team, Splashtop can help. The tool can help support both attended and unattended endpoints.
Intuitive, user-friendly interface: By creating a simple and intuitive interface, Splashtop minimizes the amount of time spent learning the tool and increases productivity. Less time on training, more time managing devices.
Flexibility and control: Splashtop provides technicians control over devices and allows them to schedule remote sessions and customize granular and group access to provide more management, control, and security.
Cost-effective: Splashtop’s pricing model provides sensible billing options so you only pay for what you need.
Around-the-clock customer service: With timely support through chat, phone, email, or ticketing, Splashtop customer service will be there when you need it.
Real-World Applications of Splashtop Remote Support Software in Different Industries
It’s not just remote workers who are using remote access software. Many industries are using Splashtop remote support software for their day-to-day operations—here are a few:
Restaurants & Hospitality: The Director of IT at Bill Miller Bar-B-Q utilizes Splashtop to remotely access and support almost 1,000 point of sale (POS) terminals and corporate computers.
Manufacturing: The IT Team at Monitor ERP, a resource planning organization, uses Splashtop On-Prem to provide customer support while maximizing their internal security.
Retail: The team at PETstock decided to switch from TeamViewer to Splashtop to help reduce operational costs, which provides a more user-friendly remote support tool that provided single sign-on capabilities.
Digital Media: Communications agency Beyond Digital Solutions uses Splashtop to manage digital signage campaigns all over the country.
Try Splashtop Remote Support Software for Free
Splashtop offers versatile and affordable remote support solutions, and it’s no wonder that it continues to be one of the industry’s leading remote support software providers.
Interested in seeing why Splashtop is the top ranked remote support software on TrustRadius? Get a free trial of Splashtop for one week, free of charge. We won’t even ask you for a credit card.
