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Best Software for Remote Support in 2021: Detailed Comparison

Attempting to provide on-site IT support can be impossible at times. With remote workers and a global customer base, it quickly becomes a nightmare trying to manage technical support for all the devices and software packages in use. Small and midsize businesses cannot afford the cost of extensive on-site support.

FlexiHub


Windows, macOS, Linux, Android
4.8 Rank based on 78+ users
Top of the Remote Access Software for Business

Software for remote support can greatly reduce the strain on small IT teams. Using remote tech support software enables the technical team to address issues users are having with computers, mobile devices, and software applications without being physically present.

Choosing the right remote access/support software can be difficult. There are many solutions on the market with varying levels of functionality and different prices. In this article, we provide an overview of our top 10 remote support software solutions to assist you in selecting the right one for your situation.

The Ten Best Software for Remote Support Solutions

Top remote support software candidates were meticulously picked by our editorial team for the following list. Here is our shot at comprehensive remote support software review.

  1. FlexiHub for Business
  2. TeamViewer
  3. ConnectWise Control
  4. Zoho Assist
  5. Splashtop Remote Support
  6. AnyDesk
  7. LogMeIn Rescue
  8. FixMe.IT
  9. Goverlan Reach
  10. BeyondTrust Remote Support

1. FlexiHub for Business

Best software for USB devices remote support

FlexiHub for Business is an extremely flexible tool that is appropriate for performing remote diagnostics, repairs, and maintenance on USB/serial devices. It’s a fully customizable solution that lets users modify everything from the user interface to the number of concurrent connections. The tool supports any USB device including specialized equipment used in specific industries. It encrypts data transmission to provide enhanced security for remote support.

flexiHub for business

icon pros Pros:

  • Easy to set up, configure, and use;
  • No distance limitations for remote access to USB devices;
  • No limit on the number of connections;
  • Only pay for the level of connectivity you are currently using;
  • Secure encryption and data protection.

icon cons Cons:

  • This is a paid solution.

2. TeamViewer

Best remote support software for personal use

TeamViewer offers users excellent cross-platform connectivity and is available in a free version suitable for personal use. Businesses that select the paid version of the tool will enjoy advanced features such as mass deployment capabilities, iOS screen sharing, and reporting on device access. TeamViewer can be integrated with other office tools like SalesForce for additional gains in productivity.

teamviewer

icon pros Pros:

  • User-friendly and intuitive interface;
  • Fast operation;
  • Integration with other third-party apps.

icon cons Cons:

  • Limited to viewing one remote system at a time;
  • Not suitable for sharing large files;
  • Inconsistent version compatibility.

3. ConnectWise Control

Best remote software for IT support

ConnectWise Control is designed to appeal to the specialized needs of technical support teams. It logs all session activity to provide evidence of system access and security breaches. The tool features an early alert system to proactively identify problems. Advanced searching, grouping, and reporting features add the functionality required by IT support technicians.

connectwise control

icon pros Pros:

  • Many useful features;
  • Automated alert system;
  • Reliable session logging.

icon cons Cons:

  • Confusing product webpage;
  • Slow responding user interface.

4. Zoho Assist

Best remote support software for small business

Zoho Assist is a cloud-based remote support app widely used by IT tech support teams. The tool enables technicians to establish customer support sessions on-demand on almost any type of remote device. Remote devices that are sleeping or powered off can be turned on with the tool’s Wake on LAN feature.

zoho assist

icon pros Pros:

  • Simple to use;
  • Notifies on security breaches;
  • Offers some free cloud storage.

icon cons Cons:

  • Many features require an expensive license;
  • Can only share screens on Chromebooks;
  • Remote print is limited to Windows computers.
FlexiHub for Business
30-day demo period

5. Splashtop Remote Support

Best remote support software for Mac

Splashtop Remote Support tool is marketed as endpoint management software that offers many advanced features. It is among the most secure remote support software solutions available. Some of the features that appeal to remote support teams are scheduling system reboots, capturing event logs, and using the Splashtop Streamer installer to install software on multiple computers simultaneously.

splashtop remote support

icon pros Pros:

  • You can open an unlimited number of concurrent sessions;
  • Upgrades are not forced on the user;
  • Usually doesn’t impact system responsiveness.

icon cons Cons:

  • The app is expensive;
  • There is a known issue concerning lag in audio sessions;
  • The minimal subscription length is one year.

6. AnyDesk

Best remote support software with a free trial

AnyDesk offers remote support functionality for Mac, Windows, Linux, and Android platforms. It’s a lightweight solution that doesn’t take up much space on your machine and can work at very low bandwidths. The tool provides on-premises and cloud solutions for remote support.

anydesk

icon pros Pros:

  • Uses RSA 2048 asymmetric key exchange encryption;
  • Very lightweight at 3 MB;
  • 14-day free trial offered;
  • Offers mobile apps at no extra charge.

icon cons Cons:

  • Only offers yearly subscriptions;
  • Most features require a paid subscription.

7. LogMeIn Rescue

Best remote support software for 3rd-party integration

LogMeIn is a full-featured remote support software tool that can be customized to reflect corporate branding. Communication between devices is kept secure with TLS 1.2 transport security and AES-256-bit encryption. The tool integrates with many other third-party solutions such as ServiceNow, Autotask, and Zendesk using open APIs. The Live Lens remote support option supports iPhone, Android, and Windows devices.

logmein rescue

icon pros Pros:

  • Offers Live Lens remote video support;
  • Customizable with the ability to display corporate branding;
  • Integrates with other customer service and support tools.

icon cons Cons:

  • The app is expensive;
  • Uses a subscription license structure of a one-year minimum.

8. FixMe.IT

Best remote support software for Windows

This remote software tool offers technical staff the ability to connect to an unlimited number of computers and configure up to 150 unattended sessions with a single license. It enables on-demand support using a three-step connection method that invites remote users to join a tech support session. The tool is an excellent vehicle for configuring and launching unattended sessions.

fixme.it

icon pros Pros:

  • The subscription model offers monthly plans;
  • GDPR and HIPAA compliance;
  • Configurable with corporate branding;
  • Two-way desktop sharing.

icon cons Cons:

  • Only supports Window machines.

9. Goverlan Reach

Best remote support software for commercial use

This comprehensive remote support software solution has been on the market for more than 20 years. It provides the capability to schedule attended and unattended sessions in a secure environment. Goverlan Reach offers advanced remote control, background systems management, and IT process automation.

goverlan reach

icon pros Pros:

  • Teams can automate repetitive support tasks;
  • Extensive Active Directory support;
  • On-premises implementation for enhanced security.

icon cons Cons:

  • A monthly subscription can be expensive;
  • Offers more features than many companies will need.

10. BeyondTrust Remote Support

Best cross-platform remote support software

Teams using this software tool can remotely support Windows, Mac, Linux, iOS, Android systems, network devices, and peripheral equipment. It enables teams to provide superior support to remote users no matter what type of device they are using. Both cloud and on-premises installation options are available.

beyondtrust remote support

icon pros Pros:

  • Manage thousands of unattended sessions;
  • Customization and branding options;
  • Integrates with third-party tools such as CRM systems;
  • Log sessions to create audit and compliance evidence.

icon cons Cons:

  • The app is an expensive solution.

Remote Support Software Comparison Table

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Swipe tip
Platform
Platform
Windows
Linux
Mac
Android
 
Windows
Linux
Mac
Android
iOS
 
Windows
Linux
Mac
Android
iOS
 
Windows
Linux
Mac
Android
iOS
 
Windows
Mac
Android
iOS
 
Windows
Mac
Android
iOS
Linux
Raspberry Pi
Chrome OS
 
Windows
Mac
Android
iOS
 
Windows
 
Windows
Mac
Android
iOS
 
Windows
Linux
Mac
Android
iOS
 
Security
Security
2048-bit SSL
Login tokens
Device Lock
 
TeamViewer ID
4096-bit RSA
 
AES-256
2-factor authentication
 
SSL
AES-256
 
TLS
2-factor authentication
AES-256
 
RSA 2048 asymmetric key encryption
TLS
 
AES-256
TLS
Two-step verification
 
TLS
2-factor authentication
AES-256
 
AES-256
TLS
proprietary account ID verification
 
SSL
TLS
2-factor authentication
 
Communication
Communication
FlexiChat
 
Text chat
 
N/A
 
Text chat
 
Text chat
 
Text chat
 
Text and video
 
Text chat
 
Text chat
 
Text chat
 
Direct File Transfer
Direct File Transfer
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Multi-platform
Multi-platform
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
No
 
Yes
 
Yes
 
White labeling
White labeling
Yes
 
N/A
 
N/A
 
Yes
 
N/A
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Commercial use
Commercial use
Yes
 
N/A
 
N/A
 
N/A
 
N/A
 
Yes
 
Yes
 
Yes
 
Yes
 
Yes
 
Free trial
Free trial
30-days
 
14-days
 
7-days
 
15-days
 
7-day
 
14-day
 
14-day
 
15-days
 
15-days
 
N/A
 
Other
Other
Private tunnel server
 
VPN alternative
 
Advanced reporting system
 
Self-service portal
 
Streamer Installer
 
Session recording for future reference
 
Rescue Live Lens video suport
 
GDPR and HIPAA compliance
 
Self-service corporate store
 
Cloud and on-premises installation options
 

What is software for remote support?

Remote support software is a tool that enables IT support teams to access and control devices remotely over a network to fix technical problems, automate repeatable support tasks. The network used for remote customer support software can be an internal LAN or the Internet. With its help, businesses can address technical issues without the need for support personnel to physically access the affected devices.

In addition to correcting technical problems, remote support software can also serve other purposes such as monitoring systems and performing diagnostics remotely. The tools can also assist in maintaining audit trails for regulatory compliance, modifying system access permissions, and performing identity management.

IT departments can save considerable time and money by adopting remote support software solutions. Rather than spending time traveling to a remote site or struggling to understand the problem as explained by non-technical users, technicians can simply remotely access the affected device. Issues are resolved more promptly using remote support software.

Remote support software and remote desktop software are two different, but related, types of applications. While they both enable resources to be accessed remotely over a network, remote support software offers the enhanced functionality required by the technical support team.

In some cases, a remote support solution is used as a standalone application. More commonly, remote support tools are used together with a remote monitoring and management solution. Remote support software has become an intrinsic part of the technical toolbox of support teams, allowing them to provide faster and better quality resolutions to clients’ problems.

FlexiHub for Business
30-day demo period

Main benefits of remote tech support software

One of the benefits of remote support software for small businesses is the ease with which tech support can handle IT infrastructures that scale up or down. Remote support allows teams to address increased workloads without the need for additional personnel.

There is no limit to the number of devices and users that can be supported remotely. Companies are not forced to engage more staff when they experience unexpected growth.

While on the phone with a customer, remote software can be used to open a temporary connection to the user’s computer to facilitate problem resolution without the need for additional calls.

Remote access sessions that furnish the technical staff with full control over remote devices can be instrumental in fixing complicated problems such as hardware failure or corrupted software. Fixes can be performed outside of business hours, minimizing any impact on the company’s daily operations.

Both the technical support staff and its customers benefit from the use of remote support software. Since the customers are often employed by the same company as the support staff, using this type of software benefits multiple areas of an organization.

The benefits can be summed up as:

  • Time savings — Freeing the support staff from the need to physically visit a user’s location to resolve an issue saves time for both parties.
  • Costs savings — On-site support teams can be very expensive, especially when multiple locations need to be covered. With a remote support software solution, a business can centralize IT support in a single location while still serving the needs of a widely diverse user base.
  • Increased support and maintenance efficiency — The ability to access devices remotely at any time enables maintenance and support activities to be scheduled when they will least impact normal business operations

Why use remote customer support software?

The purpose of all remote support software is to eliminate the requirement that support personnel and system administrators be in physical proximity to the computers and devices they need to access. This is accomplished by establishing an Internet connection between the two endpoints.

Remote support software enables administrators and support teams to carry out a wide variety of activities from any network-connected location. Remotely diagnosing and resolving problems faced by end-users is one of the tasks made possible by this type of dedicated software solution. Other uses include monitoring device performance, installing software upgrades, and updating firmware on remotely located devices.

Desktop remote support software can increase team productivity by minimizing the time spent diagnosing and fixing problems on users’ machines. Instead of trying to isolate the source of an issue through a conversation with an end-user, a specialist can use remote support software to access the machine and quickly correct the problem. This approach increases the efficiency of the support team and gets users up and running more quickly.

Who uses remote tech support software?

Software for remote support can be used by anyone to remotely connect to computers or peripheral devices. IT support teams commonly use remote support software, giving them the capability of connecting to any network-attached device. Using this connectivity enables monitoring and system maintenance for an entire computing environment to be performed from a single, centralized device. It also allows a small support team to assist an enterprise spread across the globe.

Managed service providers benefit from using remote support software to furnish services to their customers without disrupting normal business operations. With remote support software, providers can perform their work at agreed-upon times that are convenient for all parties. Technicians can use features like Wake-on-LAN to streamline support and avoid interrupting their customers’ daily work life, keeping clients happy and systems running smoothly.

Some specific uses of remote support software include:

  • Accessing multiple devices in a single session;
  • Initiating and scheduling attended and unattended remote control sessions;
  • Performing unattended support tasks like software installation, upgrades, security patch management, and rebooting devices;
  • Working with end-users during attended sessions to diagnose and resolve problems;
  • Sharing screens to provide information to remote users related to their hardware and software resources.

Types of software for remote support

Remote support software can be broadly categorized as offering either attended or unattended support. It’s an important distinction that needs to be understood before selecting a software solution. Attended support software is more limited in its capabilities as it requires an end-user to be present during the remotely controlled session.

An unattended remote support solution can perform functions on the remotely controlled device without the presence of an end-user. This type of remote support software provides technical teams with the capability to run diagnostics, troubleshoot, and resolve problems with no involvement from the end-user. Unattended solutions offer more flexibility than attended tools.

FlexiHub for Business
30-day demo period

Features of best software for remote support

Remote access and control is the central feature of all remote support software and provides the functionality required by IT teams to assist remote users.

Many other features are offered in some remote control and access solutions. Some may be more important than others based on business requirements.

Following are the most common features and functions found in remote support software.

Remote diagnostics Allows support teams to collect information about remote devices such as the device name, BIOS number, IP address, activity and event logs, installed software, and currently running processes.
Chat Chat functionality enables support agents to communicate with other team members or with end-users during attended support sessions.
File sharing File sharing and transferring can be used to directly install files or patches on remote devices or to share files with end-users who can install the file themselves or save it to a safe location.
User management User management functionality lets support teams assign different levels of permissions to team members, keep track of customers’ details, and organize remote sessions more effectively.
Cross-platform This feature is essential for enabling the technical staff to access users’ devices no matter what type of operating system they are running. The support team can help users on a Mac, Linux, Android, or Windows machine from any network-connected laptop, tablet, or smartphone.
Audio/video calls Some remote solutions feature the ability for users to connect using video calls or VoIP connectivity which can streamline diagnosing and resolving problems.
Auditing and monitoring sessions Monitoring and logging session details for a remote support session is necessary to comply with regulatory requirements and track agent productivity. Details about the end-user, their system, and the problem being addressed can be logged or captured in an audio or video recording.
Dedicated mobile device support Cross-platform remote support software may offer limited functionality when used from a mobile device. Dedicated mobile support using native iOS or Android apps is a better solution for support teams that plan to use mobile devices extensively.
Toolbox Acts as a centralized location to store and access commonly used utilities which enable support teams to execute tasks across many systems simultaneously.
Branding and customization Remote support tools can offer the ability to customize the user interface for additional functionality. They can also use company-specific images and color schemes for a distinctive look. Plugins allow for more customization such as changing languages or displaying graphics.

Potential problems with remote software for IT support

Connectivity problems - Remote support software requires a reliable Internet connection capable of handling communication between technicians and end-users. Poor network performance can slow down support or make it impossible for teams to perform the necessary support tasks remotely.

Privacy concerns - A certain level of trust must be maintained when allowing remote support technicians to take control of users’ computers. Malicious insiders can compromise systems or initiate a cyberattack from a remotely accessed machine. Strong authorization policies and endpoint protection software are necessary to protect resources when using a remote support model.

Hardware problems - Hardware issues affecting remote devices may not be addressable with remote support software. A company that focuses on a remote support approach may have difficulties quickly resolving users’ hardware problems.

Choosing the best remote support software to fit your business

Companies should evaluate and gain a full understanding of their business needs and how remote support software fits in with their overall strategy. Following are three general categories of customers and an overview of what they should consider when searching for the best remote tech support software for their business.

Enterprise buyers - Large organizations with adequate software budgets should focus on obtaining tools with plenty of features, advanced functionality, and the ability to be integrated with other enterprise applications. Tools that have a library of plugins available enable companies to choose the specific enhanced functions they need.

An example of consolidating multiple functions in a remote support tool is to include network monitoring capabilities in the application. The remote software should also easily integrate with third-party tools like CRM and problem ticketing systems. This integration promotes sharing data between apps and facilitates better customer service.

Growing and small business buyers - SMBs need to examine different factors when purchasing the best remote software for IT support that fits their business needs. Following are some characteristics of remote support software to consider before making a purchase.

The price for remote software solutions often involves purchasing an initial license or committing to ongoing subscription fees. The one-time payment scheme is best for organizations with a viable IT staff capable of supporting the software. Subscription-based offerings fully manage the solution for smaller companies but can become expensive as a company grows.

Finding the right balance between too much and not enough functionality can be challenging. Companies need to evaluate their support needs before deciding on a tool. Some specific items to consider include:

  • The need to run unattended sessions;
  • The desire to initiate video and audio sessions;
  • The need to bill clients based on output from the support tool.

Best-of-breed buyers - Technically mature companies may have other uses for remote support software. Remote access enables users to work with applications installed on physically distant machines. Some organizations may only need a tool for hosting online meetings and not want all of the functionality of more complete support solutions.

Top choice

FlexiHub

  • Rank 4.8 based on 78+ users
  • Windows 7/8/10, Server 2008 R2/2012/2016/2019. 7.72MB Size.
  • Version 5.0.13796. (16 Jun, 2021).