Zoho Assist

Vorteile

- Cost is far lower than most competitors.
- Free deployment tool
- Fast connection
- Windows Application (for tech and user)
- iOS and Android App (for tech and user)
- Clipboard support, admin tools, and shortcuts to open many useful programs (event viewer, cmd, etc.)
- Remote Support (non unattended access) is easy to setup and easy for users to understand
- Inherent support of UAC in support - competitors lack this ability

Nachteile

- Browser-agent speed is not as fast as competition.

Vorteile

I like the fact that we can send by email the link to the customer
The fact that we can control multiple device type
The fact that we have a history

Nachteile

We have to register each non-assist computer

Vorteile

Years ago, I purchased the small business edition of Teamviewer when version 10 was released. But as any Teamviewer user knows, every time they come out with a new version, you deal with constant compatibility headaches. I found myself constantly uninstalling new versions and installing old versions so that my clients would remain compatible. Then one day a vendor had to connect to MY computer to offer remote support. He was using a newer version so I had to uninstall my old license just so I could temporarily install the newer version, so that he could connect. This back and forth is an unnecessary headache. Then Teamviewer switched to a subscription-only model with a pricing model that is out of my budget. While searching for an alternative I came across Zoho Assist. Zoho offers many products and they have a good reputation so I figured I would try it out. Within 7 days I made up my mind and purchased the full year. Zoho Assist is easy to set up, easy to use and has worked consistently for me. I had a small issue (more of a wish list request) during my trial. To my surprise, Zoho support replied back and within 2 days my issue was resolved. Now THAT is some great customer support! I'm hooked on Zoho Assist and would recommend it to anyone looking for a secure, affordable remote support solution.

Nachteile

A few (minor) things:

1. The pricing model is confusing to me. They have a 'Remote Support' plan and an 'Unattended Access' plan. Why can't I have both (like all of the other remote apps). I suppose I could just buy two subscriptions? When chatting with Zoho sales, they tell me unattended access is NOT included with remote support. But during my trial of Remote Support I noticed with the Remote Support plan I can enable remote access. It's confusing. I think Zoho should just combine both products and call it a day.

2. Occasionally the app logs me out and I have to generate a new two-factor authentication application password. It may be something I am doing by mistake but I haven't figured it out yet.

Vorteile

- Zoho Assist runs in a browser - no extra software to deploy
- Simple invite process; difficult for users to get lost
- Gets through every firewall we've tried it on
- IM chat with user means easy to update with progress and ask questions during remote session
- Ability to deploy and configure unattended access sessions

Nachteile

- Not many customisation options when embedding support requests to a web page, but this is a minor issue
- The free version lacks a few features (like file transfers); get the paid version

Vorteile

I think Zoho hands down is doing everything right when it comes to providing software to assist customers of their to assist their customers. Zoho Assist provides that extra layer of support and reassurance that any issue will hopefully be resolved right at that moment. This allows customer to have and experience that feeling that they are being well taken care of.

Nachteile

Only con is Zoho support team. I have had a few help me resolve some implementation issues and it took longer than it should have to be honest. I can say that I have seen an increase of time to resolution and that makes me feel like Zoho has also noticed this issue and is working to improve. Keep up the good work!!