List of Top Remote Support Software 2023

What is Remote Support Software?

Remote support software connects to computer devices to perform troubleshooting, maintenance, and administrative tasks. It enables the resolution of technical issues without the need to have IT staff on-site for tech support. The software monitors systems and performs diagnostics remotely. It allows tech support to directly access a device, evaluate any issues, and implement a solution. There are remote support software options for a wide range of computer devices (desktops, laptops, tablets, smartphones, servers, disk storage, printers) and operating systems (Windows, Linux, macOS, iOS, Android).

There are two types of remote support software. Unattended remote support is implemented using apps that are installed on remote devices which eliminates the need for the presence of an end-user when accessing a device. Attended remote support is driven by a user request for assistance and does not require prior setup.

Remote support software is related to Remote Desktop Software in that both categories access remote devices through the internet or an intranet. Remote support software differentiates itself by offering additional functionality and enhanced features. It often integrates with Remote Monitoring and Management Software offering a more comprehensive remote support solution. Remote support software complements and works well with Help Desk Software.

Remote support software capabilities are being increasingly enhanced through the use of IoT (Internet of Things), AI (Artificial Intelligence), and ML (Machine Learning).

Remote Support Software Features

Remote support software products will include many of the following features.

• Permit unattended and attended access to a variety of computer devices and operating systems through the internet or an intranet
• Perform troubleshooting, problem resolution, maintenance, and administrative tasks remotely
• Remote monitoring, diagnostic tools, and alerts
• Session recording and reporting
• Multiple screen sharing
• File sharing and transfer
• Security, data encryption, and access management
• User communication, chats, IM, screen annotations, pings, alerts
• Centralized support, dashboards
• Remote management of servers and workstations without having to initiate remote control
• Remote Active Directory management
• Integrations with remote management, help desk, and CRM software.
• On-premises or cloud-based solutions

Remote Support Software Comparison

Consider the following when purchasing remote support software.

Scale: Both small businesses and large enterprises can benefit from remote support software. Select a product that can scale to your requirements. For example, it is more cost-effective for a small business to acquire a product whose fee structures support one-off or infrequent and low complexity troubleshooting than having to incur regular ongoing subscription charges. Larger entities with more complex and varied IT infrastructures will require extended remote support features and services.

Network Connectivity and Bandwidth: As this support requires internet or intranet connectivity, ensure that both uptime and network capacity are sufficient to support your standards for mission-critical remote support.

Hardware: Note that if a problem is related to a physical issue with the hardware, while the remote support software may be able to identify the problem, it will not be able to resolve it remotely.

Access, Privacy, and Security: Sharing a device remotely entails confidentiality and privacy risks. In addition to using the security and encryption features that remote support software vendors provide, implementing Endpoint Security Software can help minimize your risk.

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Pricing Information

Remote support software comes with a variety of pricing options including one-time licensing fees that are suitable for businesses that have their own data center and IT support, subscription pricing based on the number of users and devices for those businesses who desire a managed solution, and by the event/minute for those smaller organizations that have infrequent support needs. Depending on the features provided pricing begins around $10 a month per user/device. Remote support for enterprise-level businesses requires obtaining a vendor quote. Free trials are available.

Remote Support Software Best Of Awards

The following Remote Support Software offer award-winning customer relationships, feature sets, and value for price. Learn more about our Winter Best Of Awards methodology here.