Olga Weis
Oct 25, 2023
FlexiHub
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.
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.
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.
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Best remote support software for small to medium-sized businesses
HelpWire is a free remote support software suitable for small to medium-sized businesses and independent professionals. It allows businesses to support end clients without having to visit them personally and lessen the budget.
The remote support solution utilizes proprietary remote desktop technology to provide users with secure and fast connections on Windows and macOS platforms. What's more, it features a modern and simple interface that users can easily navigate.
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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.
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Best remote software for IT support
ConnectWise ScreenConnect 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.
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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.
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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.
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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.
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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.
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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.
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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.
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| Platform |
Windows Linux Mac Android |
Windows macOS |
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 Linux Mac Android iOS |
| Security |
2048-bit SSL Login tokens Device Lock |
SSL AES-256 2FA WSS and HTTPS |
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 |
SSL TLS 2-factor authentication |
| Communication | FlexiChat | Chat | Text chat |
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Text chat | Text chat | Text chat | Text and video | Text chat | Text chat |
| Direct File Transfer |
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| Commercial use |
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| Free trial | 30-days | Free | 14-days | 7-days | 15-days | 7-day | 14-day | 14-day | 15-days |
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| Other | Private tunnel server | Client management | VPN alternative | Advanced reporting system | Self-service portal | Streamer Installer | Session recording for future reference | Rescue Live Lens video suport | GDPR and HIPAA compliance | Cloud and on-premises installation options |
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.
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:
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.
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 remote 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:
Find out how to reduces the technical maintenance costs by providing your clients with a HelpWire service.
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.
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. |
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.
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:
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.
