In many ways, the COVID-19 pandemic showed everyone how productivity can happen from virtually anywhere. Working from home and remote work in general has gained unprecedented popularity. But for tech support teams, functioning remotely can be extremely challenging. How do you provide solutions when working with members from varying offices, locations, time zones, and even languages? Any highly effective team needs the best remote support solutions.
Remote support tools are designed to address all these concerns, and then some. Remote access software is widely available—whether to let users access their work files from other devices or to let administrators provide remote support. A remote support tool grants users full access to their devices, making software installation, troubleshooting, and tech support a breeze.
Here, we’ll compare different remote support solutions available and identify what qualities to look for when choosing one for your organization.
Key Features to Look for in Remote Support Software
Security
Remote support software essentially gives people complete access to another device, which includes all their personal and professional data. An authentic and secure tool is essential to keep risks to a minimum.
End-to-end encryption, multi-factor authentication, and compliance certification are some of the basic must-haves to reduce the chances of online interception. Increase your security with added features such as granular access control, which ensures that specific data is only available to a certain set of users, or audit logging, to capture activity and track real-time user connections.
Ease of Use
Usability is another key consideration, as a tool that’s difficult to navigate will cause more problems than it will solve. Ease of use isn’t just important for the end-users, but for the IT or customer support team as well. An intuitive app or website reduces the need for platform training, helps with fast and seamless deployment, and improves the overall productivity of the larger team.
Performance
Every remote support software is designed differently. The ideal one can offer smooth remote access to a large number of users, and can withstand poor conditions, such as low-bandwidth connections. Beyond that, some may even support HD video and audio streaming, best suited for larger teams with more technical concerns.
Robust Functionality
Top 8 Remote Support Solutions & Remote Access Software
Dubbed “The Most Secure Remote Market Solution” and awarded as a Leader in Remote Access for Spring 2024 by G2, RealVNC Connect offers hassle-free remote support. The ready-to-use remote access solution highlights impressive security features, as well as high-speed streaming, for a seamless remote experience. Choosing a plan is also convenient, as RealVNC Connect offers subscriptions that cover every remote access use case.
With more than 250 million downloads worldwide, it’s trusted by millions of people and more than 90,000 businesses. For Boston Valley Terra Cotta, a global leader in the architectural terra cotta industry, RealVNC allows for 24/7 close monitoring of their products. Whenever any problems arise, RealVNC’s capabilities make it possible to deploy a quick fix.
Key Features:
- File transfer
- Live chat
- Multi-factor authentication
- Unattended access
- Rich sessions
- Direct connectivity & cloud connectivity
Workers and teams can stay connected virtually anywhere with TeamViewer. This multiple award-winning remote support software has 2.5 billion users across the globe, giving all of them access to fast and secure remote support. They offer enterprise-grade security fit for any team and function across different platforms to offer the best support performance.
Retail chain Specsavers trusts in TeamViewer’s capabilities. Neal Silverstein, Head of Technology Customer Service at Specsavers, shares that the software is an essential tool for their IT support team. All their stores across different locations are able to stay connected from a singular point, thanks to TeamViewers’ remote support features.
Key Features:
- Remote device control
- Secure unattended access
- Multi-platform access
- Mobile access
- File transfer
- Mass deployment
A popular option among large enterprises, LogMeIn is equipped with powerful tools that cover all the bases. Apart from remote access, they also have multi-monitor support, remote printing, and support for unlimited users. Additionally, they offer impressive storage options with no restrictions on file size for transfers and other extras such as an antivirus.
Michael O’Leary, Manager of Client Services at Southern New Hampshire University, relies on LogMeIn’s Rescue feature to provide a more comprehensive level of remote support for their customers. Users simply step back from their devices and watch as the experts take control.
Key Features:
- One-click access to any device
- Industry-grade security
- Seamless processes and integrations
- Options for brand customization
For a cloud-based option, Zoho Assist provides remote access support that lets teams tap into almost any device anywhere. Its capabilities include file transfer, session recording, and advanced reports.
Its features are best suited for enterprise clients. Universities and corporations are among their many satisfied customers. After all, investing in a secure remote access platform was one of the necessary upgrades brought about by the pandemic, as noted by a Systems Admin from Texas A&M University: “Zoho Assist was a product we thought would be great for using during the pandemic. Since the pandemic, nothing has reverted to the way it was before. We now use remote assist tools daily to do system admin work.”
Key Features:
- On-demand remote support
- Unattended remote access
- Online meetings
- AR remote assistance
- Reboot and reconnect features
- Rebranding and access to custom domains
For remote support on desktops, Splashtop provides teams with unlimited sessions on computers, tablets, or smartphones through its app. Their capable tools can be easily installed and remotely deployed, ensuring that productivity goes uninterrupted.
A notable client of Splashtop is Warner Bros. New Zealand. Compared to other solutions on the market, Splashtop was able to tick Warner Bros.’s boxes for high-performance remote productivity and advanced security.
Key Features:
- Remote access for teams and individuals
- Remote support for IT and help desk
- Attended and unattended remote support
- Multi-monitor support
- File transfer
- Option for sound
Another top-rated remote access solution is RemotePC. It offers simple yet secure remote support with a wide variety of features, making it a good option whether for personal or work purposes. The web interface is simple to use, and it’s quick work to manage files, print documents, and transfer data from any device. The software is compatible with multiple platforms, so it works whether you’re on Windows, Mac, Linux, or mobile.
RemotePC was dubbed Editors’ Choice by PCMag just this May 2024. Here’s what they had to say: “RemotePC (Remote Desktop) is an affordable service for remotely accessing another person’s computer. It performs well, especially between Windows machines, and its business plans cost much less than the competition.” – Justin Pot, PCMag.
Key Features:
- Remote access via web browser
- Drag-and-drop file transfer
- Voice chat
- Always-on remote access
- Remote reboot
- Virtual whiteboard
- Option to play sound remotely
- Ability to record remote sessions
7. BeyondTrust
If you’re searching for comprehensive remote access support, BeyondTrust is worth considering. Their remote access works across different operating systems—from Windows, Mac, and Linux to Android, iOS, and Chrome remote desktop, with no VPN required. They have a unified platform with many different features that can be deployed with seamless third-party integrations, such as identity security insights, privileged remote access, etc.
David Hart, the IT Division Manager for Customer Service at the City of Dothan states: “One of the best things about working within the BeyondTrust ecosystem is that every solution is compatible with everything else. Once we realized we could integrate Password Safe with Remote Support, we shaved 30-45 seconds off every support call. Over time, that adds up.”
Key Features:
- Remote control
- Screenshare
- Intelligent workflow
- Automated support steps
- Wide platform and data support
- Web browser support
- Secure vault for credentials
Giving users access wherever work happens is ConnectWise’s promise. Their full remote control capabilities have unlimited customization options, giving users the ability to tailor solutions specific to their organization. Wherever the team may be, ConnectWise gives members instant secure access to any of their devices.
A Business Operations Manager from RiskVal shares their experience: “Supporting our client base with the staff in different locations would [have been] impossible without tools like ScreenConnect.”
Key Features:
- Universal compatibility for Windows, Max, Linux, or mobile
- Advanced machine management
- Shared toolbox for collective problem-solving
- Remote session recording and reporting
- Full-featured command center
- Advanced encryption and security protocols
Choosing the Best Remote Support Solutions
At the end of the day, no one knows what your organization needs better than the people on the team. In order to choose the best remote support tools, it is necessary to assess the organization’s needs and priorities, as well as that of its team members.
Take advantage of free trials and demos when choosing. From product trials down to customer support, all of this will help you see the tools in action and get a feel of their unique features. That way, you get to see if their solutions provide answers to your organization’s concerns.
Conclusion
Remote teams can’t function efficiently without a reliable remote support provider. With numerous options available in the market, qualities such as security, ease of use, performance, and functionality should always be considered to ensure that everything runs smoothly.
If you are looking for the best remote support tool, RealVNC Connect has a free trial for high-quality remote access and support from anywhere.
FAQs
What is remote support software?
Remote support software, sometimes called remote access software, allows users, IT teams, or administrators to control devices remotely from anywhere in the world. This could be handy to someone who needs to check on files on their office computer while in a different location or for troubleshooting remote devices with the help of a remote IT team.
How does remote support software work?
There are a number of ways to access remote support software. Some are accessible via web browser, mobile devices, or a remote desktop manager. Some programs may also need to be installed on the remote PC, while others can be accessed through a weblink or special access code.
What are the benefits of using remote support software?
When companies install remote access software, everyone in the team benefits. Remote workers who are not in the office won’t have any trouble accessing their files and database, wherever they are and whatever device they’re using. Remote access tools also allow troubleshooting and tech support on-demand.
Are there any security risks associated with remote support software?
Security is one of the primary concerns with remote access, as it gives an outside device full access to someone else’s remote computer. Sensitive information such as confidential data and passwords might be at risk. However, these can be secured through end-to-end encryption, two-factor authentication, and granular access management.