Zoho Assist is robust, comprehensive remote PC access software that offers outstanding security and can assist businesses in improving customer service.
This article is for business proprietors searching for adequate remote access software for remote support and unattended access in one easy-to-use dashboard.
Zoho Assist is a well-balanced, all-in-one remote support software and sole access tool. These core functions – remote support and exclusive access – each require a specific billing plan, but both are available from the same easy-to-use dashboard.
Zoho Assist presents a rich feature to help technicians resolve customer issues quickly and remotely manage groups of computers.
Everything from sharing 2GB files to rebooting and reconnecting without closing a session is straightforward to achieve across the globe with a broadband internet connection.
Article Contents
Why Is Zoho Assist Best for All-in-One Remote Support and Access?
As stated, Zoho Assist is the perfect choice for businesses that want remote support and unattended access from the straightforward, intuitive user interface.
Zoho Assist functions nicely with other widespread business tools, including Google Workspace, Zendesk, Jira, Slack, Freshdesk, and ServiceNow.
For companies that want to eradicate the patchwork of cloud-based operations and legacy tools, this software works flawlessly alongside Zoho’s other 45-plus integrated applications as part of a really all-in-one software solution for businesses across diverse industries.
Pros
- You can effortlessly toggle between remote support and unattended access from the same user interface.
- The free plan offers access to five unattended computers.
- White-label options are open for more prominent associations.
Cons
- The standard remote support plan does not include mobile functionality.
- Customer downloads are needed for some remote support features.
Usability
Remote support and unattended access are different products in billing; both process from the same menu, with tabs at the top to switch between these feature sets.
On the remote support side, you only need to put your customer’s email address and determine if you’re going to access a remote screen, share your screen to create an instant session, or schedule an upcoming support appointment.
Your client will get an email with a calendar invitation or a link with a session ID that lets them join instantly. From there, a quick download on the consumer side is needed for you to work on the customer’s device and quickly troubleshoot or fix any issue they’ve experienced.
Proper communication means such as text, voice, and video chat make it feel like you’re sitting next to your clients for the duration of your support session.
On the unattended access side, deployment is as straightforward as dispatching a preconfigured email to the relevant address. And installing the agent on your remote machines. From there, you click “join” on the device list, and you’re immediately given complete control of your remote machine.
The left-hand navigation menu delivers immediate access to diagnostic tools, file sharing, and power controls. And the capacity to invite other technicians within your firm to remote machines.
With more businesses opting for hybrid-remote office hours these days, Zoho Assist’s unattended access delivers an effortless and seamless way. For hybrid employees to access their office computers and related tools securely. Through SSL and 256-bit AES encryption, so they never miss a beat, wherever they suppose to be working that day.
Custom Reporting
It’s challenging (if not impossible) to enhance something that’s not being counted. Zoho Assist’s standard and custom reporting tools offer teams actionable insights on every client interaction.
Administrators can review session recordings, chat transcripts. And technician notes to sufficiently understand each interaction and discover ways to improve continuously.
Other details, including the complete number of sessions and the duration of those sessions, can assist you in optimizing your teams. And workflows to create more promising outcomes for your company and your clients simultaneously.
Security
Zoho Assist encrypts transmissions between technicians and consumers with SSL and 256-bit AES. To protect sensitive data, all privately identifiable details, including IP and email addresses, can be made anonymous at any time.
Features such as two-factor authentication and inactive session timeout help protect your multiple potential access points. For transparency, the action log viewer offers audits of all activities carried out within your organization.
Mobile Functionality
Zoho Assist transits well with apps for Android and iOS devices. You can manage your customers’ Samsung devices and allow them to share their screens with iOS devices.
The cross-platform app also allows technicians to support Android and iOS devices with file sharing, chat functionality. And the power to record or invite additional technicians to the remote session with a single click.
Cost
Zoho Assist presents two core products, one for remote support and another for unattended access. Pricing within each core category is based on the available features, which differ substantially.
More prominent associations can benefit from lower pricing, and Zoho delivers a volume discounts calculator so you can see how much you’ll save. Small companies can save approximately 15% with an annual commitment, which is mirrored in the prices listed below.
Zoho presents a 15-day free trial. Some hybrid-remote workers may be capable of using the free plan to access their office and home computers from anywhere they desire to conduct business.
Zoho Assist Plans
- Free: This plan’s features include Zoho Desk and SalesIQ integration, access for one remote support technician, access to five unattended computers, instant chat, clipboard sharing, user management, and organizational roles.
- Remote Support Standard: $10 per month per head, billed annually. This plan’s features include file sharing, multi-monitor navigation, reboot and reconnect, session transfer, screen capture, Zendesk integration, and the capability to execute two simultaneous sessions.
- Remote Support Professional: $15 per month per head, billed annually. This plan’s features include mobile functionality, scheduling sessions, screen sharing, session notes, custom email templates, advanced reports, and holding four simultaneous sessions.
- Remote Support Enterprise: $24 per month per head, billed annually. This plan supports multiple departments, session recording, a service queue, session audits, remote printing, voice and video chat, contacts management, a customer widget, custom domain mapping, and six simultaneous sessions.
- Unattended Access Standard: $10 per month, billed annually. This plan lets an unlimited number of technicians access 25 unattended computers. Its features include computer grouping, group permissions, bulk deployment, wake-on-LAN, file transfer, remote power options, multi-monitor navigation, custom reports, email templates, technician mobile apps, and screen capture.
- Unattended Access Professional: $15 per month, billed annually. This plan also lets access to 25 unattended computers for unlimited technicians. It features session recording, annotation, small print, diagnostic tools, voice and video chat, departments, custom domain mapping, mobile and IoT devices, and advanced reports.
Setup
The initial setup for remote support technicians and their customers takes a few minutes with a quick download and installation.
On the unattended access side, you can invite through email, or use a distributor and domain. Or configure through group policy object to deploy to all the computers within your group. The bulk-deploy options are a bit more complex but comfortable for anyone with education and experience in IT.
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Customer Service
Zoho Assist presents customer support by email and contact form. It also has regular, in-depth live training sessions for remote support and unattended access. These webinars take you through all the basics, from setting up your alliance account to configuring a group of devices for unattended access.
Drawbacks
One area we would like to see braced by Zoho is the 2GB limit on file sharing. This could disturb some unattended access users scrutinizing to transfer files securely and efficiently between machines in different locations.
On the bright side, Zoho Assist does not demand using intermedia storage like USB, FTP, or cloud-based storage devices for file sharing. Plus, a live chat feature appears to be missing from the customer support tools.
