Most Helpful Review
Researched TeamViewer but chose Bomgar Remote Support: Response times are quicker and more efficient
We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
No issues with scalability. It is a fairly simple model. If I wanted to add five more, I would just buy five more people and licenses, apply the program to their computers, and give them their login.
The initial setup is easy. If you want the desktop program, you just download and install it.
It is very straightforward to set up, use, install, and transfer sessions.
We rarely need support for anything, but when we do, they are on it and always helpful.
I personally like the ability to share files with other machines.
Bomgar has given us the ability to manage the majority of our calls from a remote location making response times quicker and more efficient.
Bomgar is used for connecting with our end users and helping them to resolve any issues that they have on their computer.
It has allowed us to quickly address the needs and issues of our end users.
We are able to be more effectively connected to computers and servers all over the world.
This product "just works" (without fail) and is dead-easy for clients to connect with.
This product has drastically improved the speed and ease at which we provide client support from our Solutions Centre (service desk).
It's very beneficial and time effective on how we are able to provide quick support. We've quadrupled our effectiveness as an IT support because we have cut down all that unnecessary travel time, even between floors.
TeamViewer has been one of the easiest, right off the bat products, that we have employed at the college. We have had no issues. It's been one of the easiest solutions to pick up.
With an image, you can see immediately what's going on. You can run some tests. Without the solution, you need to do everything by telephone. It's not even thinkable.
We also use it a lot for remote site assistance. We've set up our internal authentication for unattended access to our remote sites. That makes it very easy and convenient to remotely connect with our users and our client machines whenever we need to. It's set as a direct, secure connection. As long as the station has internet access, we can see it and it makes remote support very simple.
The TeamViewer system has some built-in security. The TeamViewer client connects to the TeamViewer host securely. Only a certain number of authorized users on our side have access to the system. Even within that, an individual endpoint can be assigned to a group, where not everybody has access but, rather, just one or two people who are part of a support team might have access to that particular device. So TeamViewer has given us tools to be able to segregate who has access to different things.
The best feature is the remote access and being able to control another person's computer when you're showing them something, or teaching them how to do something during training, or fixing a problem they're having.
It's pretty easy to use. Just key in an ID and password and connect. For meetings, just enter the meeting ID and connect.
Ease of use was the number-one thing. It's an industry leader for ease of use, specifically on the client-side, which is the absolutely critical thing. If I want to connect to somebody, how easily can I — without seeing their computer — walk them through the steps to install it to a point where I can key in the code and help them resolve their situation?... TeamViewer is just a dead-solid, easy answer.
Network browsing and connecting on the LAN, because if you can't see the computers on your network, what good is the product?
They need to improve their technical support.
I would like to see more integration with iOS devices along with better connectivity and communication with these devices.
I would have picked an internal team member who was going to stay on the team for more time. Shortly after we went live, we had a change of staff and lost the main implementer.
This product has a lot of features that we do not currently use, so there may be some things that cause bloat and confusion.
I would like more insight into completed sessions. This would be nice, such as a historical log into the technician client application.
Static notes for hosts: If I could enter notes on a Jump Client and have them appear every time I connect to that Client, it would be a huge benefit.
The screen annotation tools could be expanded. I would like to see a text/typing annotation tool.
There were a few employee devices that failed during the initial deployment, which required a second deployment.
The chat needs to improve. We need to enable set hours for chat support which are separate from the remote support assistance.
Some of the additional features, like the meeting stuff, is making it too cluttered.
Sometimes, the app can be a little cumbersome when accessing certain aspects of the program.
A feature that they could add is chat with sound to talk.
It's not the program itself that's an issue, but there is a need for some better documentation on how to use the web portal Management Console. That seems to be a bit lacking in directions, if you aren't paying attention and you don't know what to do. Better documentation would make it a little bit easier to set things up in different groups and share groups between people.
Sometimes we'll have a device in the field, and I'll click on remote control and it says "Can't authenticate." I'll double click in a different part of the TeamViewer interface and it'll say "Can't authenticate." Then I'll do it a third time and it connects. It's possible that it's just bad luck. It's also very possible that it's some bug within TeamViewer...
If were to I put myself in the seat of a small business owner, I would prefer TeamViewer to be more of a pay-once-and-own-it solution, rather than paying via a subscription model (although I am using the free version). Only annual subscriptions are available. It makes paying for it the first time seem a little daunting.
Every now and then you'll get a silent crash and you relaunch the application. But it happens no more than with anything else in the Windows environment.
On occasion, when remote connection process can't connect to a machine, the error messages aren't always helpful to tell you why you can't connect, as the message doesn't help troubleshoot whether it is too slow, too much interference, etc. I usually have to run to another computer and figure out what is going on, then restart it. The diagnostics could be improved.
Pricing and Cost Advice
The rescue model is licensed by user.
The pricing is worth the value.
It is not the most cost effective solution on the market.
We believe for the money, it is worth what you pay.
I would like to order more licenses. This would allow us to support more end users concurrently.
I highly recommend using the tech team properly trained by Bomgar. This will help the tool be more useful.
Although the upfront cost is a bit overwhelming, the appliance will pay for itself in less than two years.
The setup is complex. Purchase the remote implementation service and make them slow down and work with you.
Bomgar has a very fair pricing structure.
Pricing is reasonable for what the service is offering. If it is looked at from a purely remote control perspective then it might appear expensive, but it is the wider functionality that should be considered too.
We have an annual subscription that is just under $1,900 with no additional costs. We get these promotions about upgrades and stuff like that, but we haven't had a need to add more seats. Users can also use TeamViewer for home use with a non-commercial free license.
TeamViewer was willing to give us a one-year package. Whereas, a lot of the other companies that we explored were paid by the month or quarter. It's just easier for our finance people at the college if we can make a one-time yearly payment.
TeamViewer has multiple licensing options.
The price was cheaper than what we were previously paying. At the time that we went with TeamViewer, we were using ShareConnect. The TeamViewer package was about half the cost and able to have a bigger number of users.
The cost is in the thousands of dollars per year.
We have a corporate license. The maximum amount number of users changes based on the amount you pay. E.g., with our license, there is a maximum amount of users who can use the solution at the same time (10 users).
TeamViewer is $600 or $700 per port per year...
It does what I need it to do but I think it's expensive. It wasn't easy for me to get approval from the company to get it... It's costing us about $700 a year, per license.
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LogMeIn Rescue delivers unparalleled remote IT support technology that allows enterprises to better manage mobile remote support and remote desktop support helping users across PC, Mac, iOS, Android support and more. Features include remote computer access, mobile app support, and the exciting Rescue Lens interactive video support feature that allows support technicians to see exactly what the end user can see. LogMeIn Rescue is truly on the cutting edge of the remote technical support industry.
|Bomgar Remote Support Software is the only remote tool you need. Most support organizations have multiple remote tools because no single tool works across all their operating systems or across all their networks. Bomgar is different. One company used Bomgar to replace 12 remote desktop software tools! Simplify support, improve security, and increase efficiency with one remote solution.||TeamViewer lets you connect to any PC or server around the world within a few seconds. Remote control a partners PC as if you were sitting in front of it. Available in over 30 languages, TeamViewer is one of the world's most popular providers of remote control and online meeting software. airbackup, a powerful cloud-based backup solution, and ITbrain, a valuable remote monitoring and IT asset tracking solution, complement TeamViewer's product portfolio.|
Learn more about LogMeIn Rescue
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Software R&D Company27%
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