Top 8 Remote Support Tools: A Comprehensive Comparison

• Remote support, also known as remote technical support, is a service that allows IT professionals to provide assistance and resolve issues for computer systems and mobile devices remotely.
• The ability to provide seamless technical assistance from anywhere in the world is essential for small business owners, IT professionals, and enterprises supporting remote work.
• This article explores the top remote support tools dominating the industry in 2024. We’ll dive into their key features, functionalities, and benefits to help you make an informed decision.

What Is Remote Support?

Remote support, also known as remote technical support, is a service that allows IT professionals to provide assistance and resolve issues for computer systems and devices remotely. They offer this support over the internet, remotely accessing and controlling the end user’s computer or mobile device.

With remote support tools, IT professionals can troubleshoot issues, diagnose problems, and even update software without being onsite. The ability to remotely access devices saves time and money by eliminating the need for travel expenses or waiting for a technician to arrive. Plus, it enables businesses to provide instant solutions and improve customer satisfaction.

Remote support can be categorized into two main types: remote control and remote administration. Remote control allows technicians to take control of a user’s computer and perform tasks as if they were physically present, while remote administration involves managing and configuring systems remotely.

In the past, remote support was limited by the availability of reliable internet connections and secure remote access software. However, advancements in technology have made it more accessible and efficient. Today, the best remote support tools, such as AnyDesk, BeyondTrust Remote Support, Chrome Remote Desktop, GoToMyPC, RemotePC, Splashtop, TeamViewer, and Zoho Assist, offer a reliable and secure platform for technicians to access and control devices remotely.

Remote support works by establishing a connection between the technician’s computer and the end user’s device. This connection is typically initiated through a secure software or web-based application. Once connected, the technician can view the end user’s screen, transfer files, and remotely control the device. They can then diagnose and fix issues, install or update software, and perform other necessary tasks to resolve the problem.

To ensure data security and privacy, remote support software often includes features such as encryption, authentication, and session recording. These measures help protect sensitive data and maintain the confidentiality of the remote support session.

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Critical Features To Look For in Remote Support Tools

When choosing a remote support tool, it’s important to consider features that will best meet your needs.

Remote Support Tools Critical Features

1. Remote access to PCs and mobile devices

With this capability, support technicians can remotely connect to the user’s device, allowing them to resolve issues without being physically present. Having remote access means that technicians can take control of the device as if sitting right in front of it. They can navigate through menus, open applications, and perform various tasks just as they would if they had direct physical access.

This level of control enables efficient problem-solving and faster issue resolution, ensuring minimal downtime for users. Additionally, remote access extends beyond traditional desktop computers to include mobile devices such as smartphones and tablets.

2. File transfer and information sharing

File transfer and information-sharing functionalities allow technicians to securely share files, documents, and other important information with their clients or colleagues during a remote session.

With the right remote support tool, file transfer becomes seamless and efficient. Technicians can send relevant files and documents directly to the user’s device. Both parties, then, have access to the necessary resources for troubleshooting or collaboration purposes.

Information-sharing capabilities facilitate real-time communication between users as they exchange vital details about the issue at hand, simplifying problem-solving and enhancing productivity in remote support scenarios.

3. Quick installation and ease of use

Regarding remote support tools, one critical feature to consider is quick installation and ease of use. These tools offer streamlined installation processes that don’t require technical expertise or lengthy setup procedures. With just a few clicks, you can have the remote support tool up and running on your device in no time.

Once installed, these tools typically have intuitive interfaces that are easy to navigate, allowing users of all skill levels to access the necessary functions quickly. Whether you provide assistance or receive support remotely, these user-friendly tools ensure a smooth experience for both parties involved.

4. Screen recording and activity reporting

With screen recording, you can capture and save video footage of the remote session for future reference/training purposes. This allows you to review the steps taken during troubleshooting or provide visual demonstrations to clients.

Activity reporting provides valuable insights into the remote session, allowing you to track user activity, monitor performance, and identify potential issues. It enables you to generate detailed reports documenting actions performed during the session, ensuring transparency and accountability. These features enhance communication between technicians and users, facilitate knowledge sharing within teams, and ultimately improve overall productivity in remote support scenarios.

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Top 8 Remote Support Tools for 2024

Remote support tools are essential to any enterprise IT team’s tech stack and a useful addition for small to mid-sized businesses. Here are the best remote support tools to choose from:

1. AnyDesk

Overview: AnyDesk is a leading remote support tool providing efficient and secure connections between devices. Founded in 2014, the company has quickly gained popularity due to its user-friendly interface and reliable performance.

Key features: The key features of AnyDesk include:

• Remote access to PCs and mobile devices: With AnyDesk, you can connect to any device from anywhere in the world, providing instant assistance and troubleshooting.
• File transfer and information sharing: You can easily transfer files between your device and the remote PC or mobile device, from documents and images to large video files.
• Quick installation and ease of use: It takes just a few minutes to download and set up the software on both the technician’s and client’s devices.
• Screen recording and activity reporting: It records screen sessions to document steps or create instructional videos for training, capturing real-time actions and interactions.

USP: The key focus of AnyDesk is speed and responsiveness. It uses DeskRT video codec for smooth real-time screen sharing with minimal latency.

Pricing: Pricing starts at $14.90 per user per month.

Editorial comments: With its advanced encryption technology, AnyDesk ensures data security during remote sessions. However, connections to mobile devices may be a little patchy at times.

2. BeyondTrust Remote Support

Overview: With years of experience in the industry, BeyondTrust has established itself as a leader in providing secure and efficient remote access solutions. Its core competency lies in security, and it is known for enabling virtual private network (VPN)-less remote support pathways with automated audits.

Key features: The key features of BeyondTrust Remote Support include:

• Remote access to PCs and mobile devices: Technicians have full control over the target device, enabling them to perform tasks like running diagnostic tests or installing updates without hassle.
• File transfer and information sharing: Users can easily transfer files between their own device and the remote device they are assisting, ensuring swift problem-solving.
• Quick installation and ease of use: The installation process for BeyondTrust Remote Support is straightforward and user-friendly. Once installed, BeyondTrust Remote Support offers an intuitive interface that is easy to navigate.
• Screen recording and activity reporting: The tool allows support agents to record their interactions with the user’s device, capturing every step. IT teams can track session duration, technician performance, and customer satisfaction ratings.

USP: BeyondTrust offers seamless integration with popular service desk applications, making it easy for IT professionals to streamline their workflows.

Pricing: BeyondTrust is custom-priced.

Editorial comments: This top remote support tool offers help desk administration in addition to its core features. However, it can be slightly more expensive than its competitors.

3. Chrome Remote Desktop

Overview: Chrome Remote Desktop is a remote support tool Google developed in 2011. Users can securely connect to their devices from anywhere worldwide using the Google Chrome browser via a downloadable installation. The tool offers seamless integration with other Google services and provides reliable performance for efficient remote support.

Key features: The key features of Chrome Remote Desktop include:

• Remote access to PCs and mobile devices: The tool’s smooth and responsive performance ensures minimal lag time and allows you to control another device securely.
• File transfer and information sharing: Users can effortlessly share screens and exchange documents, images, or videos, sharing files without needing external drives or email attachments.
• Quick installation and ease of use: Chrome Remote Desktop offers a quick and hassle-free installation process and is designed for seamless usability, like all of Google’s tools.
• Screen recording and activity reporting: You can capture and share live videos of the remote desktop session to provide clear instructions or audit the steps.

USP: The company behind Chrome Remote Desktop, Google, is known for its commitment to innovation and user-friendly solutions. As one of the leading technology companies globally, Google ensures its products are designed with simplicity and accessibility.

Pricing: Chrome Remote Desktop is free to use.

Editorial comments: For Chromebook users, this is the go-to remote support tool. However, it’ll be governed by your company’s enterprise-wide browser policies, slightly hindering the user experience.

4. GoToMyPC

Overview: GoToMyPC is a trusted and reliable remote support tool that allows users to access PCs and mobile devices from anywhere, anytime. Founded in 1998, LogMeIn (the parent company of the tool, which rebranded in 2022) established itself as one of the pioneers in the communications industry.

Key features: The key features of GoToMyPC include:

• Remote access to PCs and mobile devices: With its intuitive interface, GoToMyPC makes it easy for individuals and businesses to access files, programs, and applications remotely.
• File transfer and information sharing: You can easily transfer files between your local computer and the remote desktop, and the file transfer process is seamless and secure.
• Quick installation and ease of use: With its clean and straightforward design, end users can quickly grasp how to navigate through the various features and functionalities of the tool.
• Screen recording and activity reporting: It allows you to capture any issues or errors for future reference or root cause analysis, providing valuable insights into user actions.

USP: GoToMyPC prioritizes data security by implementing strong encryption protocols. This ensures that your sensitive information remains protected during remote sessions, not to mention natively integrating with the entire GoTo business tool ecosystem.

Pricing: Pricing starts at $18.20 per computer per month.

Editorial comments: The tool’s multifactor authentication makes it highly secure. However, GoToMyPC does not support Linux computers.

Read More: Supporting Remote Workforce Productivity by Mitigating IT Troubleshooting

5. RemotePC

Overview: Established in 2006, RemotePC has established itself as a reliable solution for remote support needs. The company focuses on providing secure connections through robust encryption protocols to protect sensitive data during remote sessions. The company’s commitment to security, ease of use, and platform flexibility sets it apart as one of the top contenders in remote support tools.

Key features: The key features of RemotePC include:

• Remote access to PCs and mobile devices: RemotePC offers cross-platform compatibility, making it a versatile choice for businesses with diverse device ecosystems or individuals who need remote access to various devices.
• File transfer and information sharing: You can easily transfer files—important documents, presentations, or images—between your own devices or between your device and the remote computer or mobile device you are accessing.
• Quick installation and ease of use: Setting up RemotePC is a breeze, with a simple download and installation process that can be completed in just a few minutes.
• Screen recording and activity reporting: Technicians can review the steps taken during a remote session, and RemotePC provides activity reporting, which tracks all actions performed on the remote device.

USP: The tool supports remote desktop protocol (RDP), minimizing the need for further configurations. It also includes built-in endpoint backup.

Pricing: Pricing starts at $22.12 per computer per year.

Editorial comments: RemotePC is among the most affordable remote support tools available. However, customers have reported unstable operations in certain network conditions.

6. Splashtop

Overview: With over 30 million users worldwide, Splashtop has established itself as a trusted name in the industry and a preferred choice for chief information officers (CIOs). The company’s mission is to provide seamless remote access and collaboration capabilities, allowing organizations to streamline their IT processes and improve productivity.

Key features: The key features of Splashtop include:

• Remote access to PCs and mobile devices:  The intuitive interface makes it easy for users to establish connections quickly and effortlessly. You can remotely view the desktop screen of the target device in real-time, enabling you to diagnose problems efficiently.
• File transfer and information sharing: Information sharing is another valuable feature Splashtop offers. During a remote support session, you can effortlessly share screens with other participants or send important documents, software updates, or any other file type.
• Quick installation and ease of use: The platform provides clear instructions and easy-to-understand features, ensuring users can quickly adapt to the remote support tool without hassle or confusion.
• Screen recording and activity reporting: Comprehensive recording and reporting help support teams analyze user behavior and repair issues without compromising privacy or security.

USP: Splashtop is among the few remote support tools to offer on-premise deployment, which can be advantageous for highly regulated industries.

Pricing: Pricing starts at $17 per month.

Editorial comments: Splashtop has a wide range of offerings, from remote support to remote desktops and even endpoint management. However, its complex pricing structure and configurations make it difficult for small businesses to navigate.

7. TeamViewer

Overview: TeamViewer is a leading remote support tool that has gained immense popularity and user trust. Founded in 2005, the company has established itself as a reliable and efficient solution for remote access to PCs and mobile devices. With its user-friendly interface and robust features, TeamViewer allows businesses and end users to connect with ease.

Key features: The key features of TeamViewer include:

• Remote access to PCs and mobile devices: You can securely connect to any device from anywhere in the world, allowing you to troubleshoot issues and assist users on any device.
• File transfer and information sharing: In addition to multi-extension file transfer (including large files), remote technicians can easily view the end user’s device.
• Quick installation and ease of use: The intuitive design ensures you can quickly find the needed features without hassle. Whether you’re accessing a PC or mobile device remotely, TeamViewer streamlines the process so anyone can use it effectively.
• Screen recording and activity reporting: Screen recording allows support technicians to capture the entire session in real time, including all on-screen activities. This not only helps in IT query resolution but also enables better communication.

USP: TeamViewer offers 24/7 technical support to ensure that users receive prompt assistance whenever they encounter any issues. Their extensive knowledge base and community forums also provide valuable resources for common problems.

Pricing: Starts at $24 per month.

Editorial comments: TeamViewer is often the first choice for remote support, especially due to its free app for personal use. However, it can be difficult to cancel the service since there are no self-serve cancellation options.

8. Zoho Assist

Overview: Founded in 1996, software as a service (SaaS) company Zoho provides Assist—a remote support tool that has gained recognition for its user-friendly interface and robust features. The company’s commitment to innovation and customer satisfaction ensures that users can access the latest advancements in remote support technology.

Key features: The key features of Zoho Assist include:

• Remote access to PCs and mobile devices: You can easily connect to your customer’s device remotely, regardless of whether they use a PC or a mobile device.
• File transfer and information sharing: Whether sending important documents or sharing software updates, Zoho Assist ensures that information is securely exchanged without any hassle.
• Quick installation and ease of use: You won’t need any special technical skills or hours of training to get started. Once installed, the intuitive interface lets you quickly access all the necessary features and tools with just a few clicks.
• Screen recording and activity reporting: This feature allows you to review all the steps taken during a session, track the time spent on each session, and generate detailed reports.

USP: Zoho Assist supports augmented reality, which means users can scan their surroundings via their smartphones and obtain assistance for industrial equipment.

Pricing: Starts at $10 per user per month.

Editorial comments: Zoho Assist includes an embedded meeting solution for faster collaboration. However, customers report that the application is a little slow, and managing multiple computers concurrently can be challenging.

Read More: How Always-On Endpoint Management Enables Remote Work – Spiceworks

Takeaways

In this comprehensive comparison of the top remote support tools, we have explored eight industry-leading options: AnyDesk, BeyondTrust Remote Support, Chrome Remote Desktop, GoToMyPC, RemotePC, Splashtop, TeamViewer, and Zoho Assist. Each tool offers unique features and benefits that cater to different requirements.

When selecting a remote support tool for your business or personal use, it’s crucial to consider your specific needs. Here are some key factors to keep in mind:

• Functionality: Evaluate which features are essential for your purposes. Consider whether you require remote access to PCs and mobile devices, if file transfer and information-sharing capabilities are critical, and what level of encryption you need.
• User-friendliness: Look for a tool that is easy to install and navigate. A quick installation process will save you time and ensure smooth usage, especially when help is urgently needed.
• Security: Prioritize tools with robust security measures such as end-to-end encryption to protect sensitive data during remote sessions.
• Customer support: Always opt for an IT managed services provider known for reliable customer support so that any technical issues can be resolved promptly.
• Scalability: If you anticipate expanding your operations in the future, choose a tool that can accommodate growing user numbers without compromising performance.

By carefully weighing these factors while considering their relevance to your specific needs, you’ll be able to find the best remote support tool that meets all your requirements effectively without stretching your enterprise budget.

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