If you run a business that requires IT support, you may have come across the name TeamViewer while researching remote access solutions. TeamViewer is a common remote access and remote control software that allows agent oversight across managed devices; However, TeamViewer has also accumulated a fair share of customer complaints over the years.
Due to issues ranging from multiple security breaches to sudden price hikes, TeamViewer falls behind in providing a best-in-class IT support experience for enterprises and scaling SMBs alike. In this blog, we'll explore some of the reasons why IT leaders are turning to tools like GoTo Resolve - the most secure remote IT management and support solution on the market - to improve their operations and keep their customers connected.
What is TeamViewer?
TeamViewer’s remote IT software allows users to maintain, manage, and repair devices such as laptops, desktops, and tablets. TeamViewer’s primary emphasis is on enterprise organizations. However, this narrow focus has made TeamViewer less than ideal for small and medium-sized organizations due to its higher price point and difficulty to scale as needed.
It’s also important to note that TeamViewer’s core functionality is remote device access and remote IT support, resulting in its customers needing to purchase add-ons and disjointed solutions to cater to their end-to-end IT management needs.
The most common complaints about TeamViewer
While TeamViewer has the basic capabilities to provide remote IT support to businesses, it doesn’t always deliver. Over the years, customers have voiced their biggest concerns and complaints about TeamViewer’s shortcomings — pushing them to search for better alternatives. Here’s why:
Security concerns
TeamViewer has made headlines after suffering a major security breach in 2016. The remote IT support provider did not disclose that they were hacked until 2018 and claimed that no customer data was compromised. However, several sources have shown that data was indeed stolen, resulting in thousands of dollars lost via PayPal transactions.
TeamViewer has also encountered other security breaches due to password compromises and flaws in how their end-user app allows access to an agent's device. Since then, TeamViewer’s credibility has taken a hit, giving them a reputation in the market for weak security protocols.
Additional costs
Basic features that are usually packaged together with a remote access tool come at an extra cost for TeamViewer customers. For example, if users want features like Single Sign-On (SSO), they need to upgrade their enterprise offering, which comes at a far higher price tag. Additionally, if a user is looking for easy deployment for unattended access, TeamViewer’s mass installer feature is only available on corporate and enterprise tiers. This is particularly a challenge for small and medium-sized business owners, as they need affordable tools that are easy to deploy and manage.
Furthermore, adding on other features that are critical to the oversight and security of an organization’s fleet, including mobile support and remote monitoring and management (RMM), comes at a significant cost. These pricing schemes make TeamViewer an expensive choice for most businesses.
Poor end-user experiences
Customers report that starting support sessions can be cumbersome when using TeamViewer. For instance, if a customer already has TeamViewer installed, their QuickSupport app for mobile devices often malfunctions. Additionally, IT agents are not able to access another user’s device if they’re using an older version of TeamViewer. This means the burden falls on the end user to regularly update TeamViewer on their devices to ensure a seamless experience.
These examples indicate why TeamViewer is not considered user-friendly. Especially if end users are not tech-savvy, starting a support session can be a challenging and time-consuming process, resulting in slower resolution times and missed service desk KPIs.
Given all these issues, it’s not surprising that businesses are looking for a more secure, affordable, and reliable alternative to TeamViewer. This is where GoTo Resolve comes in.
What is GoTo Resolve?
GoTo Resolve remains the best TeamViewer alternative by offering a complete solution on a single platform. GoTo Resolve provides you with an all-in-one IT support software that’s simple, seamless, and secure with remote monitoring and management, remote access and support, ticketing, automation, and more in one, easy-to-use solution.
Why is GoTo Resolve the best TeamViewer alternative?
TeamViewer mainly covers remote access and remote control functionalities in their base product, while other features must be purchased separately as add-ons.
The difference with GoTo Resolve is that it is a consolidated IT management and support solution that has every essential feature natively built-in to the platform — no extra purchases needed! On top of this, it is secure, affordable, and much easier to use.
Let’s dive deeper into why you should choose GoTo Resolve over TeamViewer.
Top reasons IT pros prefer GoTo Resolve over TeamViewer
1. Seriously secure
GoTo Resolve is the first and only IT support solution offering zero trust security where all users need to be authenticated and regularly verified to receive access. It is also important to note that GoTo Resolve does not store customers’ signature keys, ensuring that even if GoTo Resolve’s software is breached, bad actors still would not be able to access customer devices.
Furthermore, GoTo Resolve uses unique session codes and a run-only applet for ad-hoc remote sessions. This secure setup gives users peace of mind, knowing that their devices and data are safe from malicious threats and bad actors which could potentially lead to compromising and costly breaches.
2. Ultimate ease of use
GoTo Resolve allows for seamless remote support connections even for non-tech-savvy customers with the use of PIN codes, quick links, customized join emails, and more. There are no compatibility issues between different versions of GoTo Resolve, making it a seamless experience to upgrade and integrate.
According to trusted review site G2, GoTo Resolve outperforms TeamViewer in the Ease of Admin, Quality of Support, and Business Partnership categories — proving it to be the better choice for customers.
3. Fully integrated functionality
In addition to remote support and access, GoTo Resolve’s all-in-one plans offer remote monitoring and management, which includes essential features like patch management, antivirus management, and IT automation, as well as helpdesk, and asset management capabilities. TeamViewer also provides these features, but only as add-ons or integrations on top of their basic package, which leads to extra costs and time-consuming integration processes.
GoTo Resolve offers exceptional value by providing a comprehensive array of features with a single payment — no extra invoices to be managed and no unexpected purchases necessary. Additionally, an all-in-one solution like GoTo Resolve saves time by reducing the need to switch between different IT tools. This also results in less training required to onboard new agents and significantly reduces management costs compared to building an independent, and often bloated, tech stack.
What you get with GoTo Resolve
When you sign up for a monthly or annual GoTo Resolve plan, you can enjoy:
- All the features and functionality under your chosen tier for a flat fee - no hidden charges
- 24/7 support from our U.S.-based, award-winning customer support team
- Access to training videos, help guides, and best practices through the GoTo knowledge base
GoTo Resolve offers four plans: Standard, Premium, Remote Support, and Remote Access — each with different features and pricing tiers based on your unique business needs.
Our most popular tier is GoTo Resolve Standard, which includes unlimited remote sessions and ticketing, one agent account that has access to all of GoTo Resolve’s remote monitoring and management features, and the capacity to support up to 25 devices. It also comes with our innovative remote execution feature that allows agents to run, manage, and monitor automated PowerShell commands on multiple computers without user interaction.
Try GoTo Resolve today
TeamViewer might have been your gateway to IT support, but that doesn’t mean you have to settle. Widen your options by exploring GoTo Resolve. Learn more here.
Try out GoTo Resolve’s Standard tier free for 14 days. Sign up to get started with your trial today.
