Six Remote Desktop Tools for Customer Service and Support

In customer service and support, remotely connecting to a customer’s computer is often the most efficient method for troubleshooting and fixing customer issues. For technical support, in particular, remote access saves time, reduces frustration for the customer as well as the agent, and lends itself to improved satisfaction on either end.

If you already have a customer service software solution in place, but could further streamline your customer support operations with a remote desktop application; there are numerous software providers offering a variety of features at a broad range of prices. In some cases (GoToMeeting and WebEx Meetings, for instance), remote desktop sharing is just one piece of a broader collaboration and meeting platform. Instant Housecall and LogMeIn Rescue, on the other hand, specifically target customer support providers with a rich set of troubleshooting tools for support agents.

While many remote desktop providers offer cloud-based services, companies with heightened security concerns or regulatory guidelines (healthcare, legal, financial, government) calling for higher security standards; a cloud-based solution may not fit. For these companies, an installed appliance such as the one offered by Bomgar provides a great alternative for secure remote support.

At PhaseWare, our support team favors GoToMeeting for its ease-of-use, familiarity, and solid tool set. Additionally, GoToMeeting has features we use for client meetings, sales activities, and live demos. As a fairly small organization, GoToMeeting meets our needs at a price we love; however, your needs may be vastly different than ours.

As you consider remote desktop solutions for your customer service and support team, be sure to understand your needs in the following areas: remote access features, sharing tools, ease of use, security, and help and support. How big is your team? How many people will be using the application simultaneously? Is screen share enough, or will your agents need keyboard and mouse control as well?


With prices starting at $1,188, the Bomgar appliance is available in Standard (2-20 concurrent licenses) and Enterprise (2-10,000) editions with Bomgar customers actually purchasing rather than “renting” the appliance.

  • Representative consoles: Windows, Mac OS X, Linux, iOS, Android
  • Supported end-user platforms: Windows, Mac OS X, Linux, iOS, Android, Blackberry, Windows Mobile
  • Mobile representative consoles: iOS, Android
  • FIPS 140-2 Level 2 Certified

Features overview

  • Application sharing
  • Escalation
  • File transfer
  • Multi-monitor support
  • Muti-session support
  • Reboot/auto-reconnect
  • Remote screenshot
  • Screen sharing
  • Scripts
  • System information
  • Training and presentation
  • Click-to-chat
  • Session sharing and transfer
  • Audit and reporting
  • Bomgar Analytics



Bomgar full feature list


As mentioned above, GoToMeeting serves as a full-featured meeting and collaboration platform. While Citrix offers other “GoTo” products, those accommodate larger meetings and presentations such as webinars and training sessions. For a small customer support team, the remote desktop features of GoToMeeting are more than adequate.

For $49 per month, or $468 per year (per user prices), you get unlimited use with no overage charges with a maximum of 25 attendees. In customer support, however, the number of attendees doesn’t matter much as you’re typically supporting a single customer at a time.

Features overview

  • Desktop or application sharing
  • Share keyboard and mouse control
  • One-click recording
  • Includes audio conferencing
  • One-click meetings
  • Schedule in advance or meet now
  • Start meetings from MS Office, e-mail, and instant messaging tools
  • Automated reminder and follow-up e-mails
  • Polls and surveys
  • Detailed reports



GoToMeeting full feature list

WebEx Meetings

For its full meeting and collaboration tool, WebEx offers three separate editions. As you can see below, the Basic edition has only standard video quality and VoIP audio, and does not include application or remote control features. As a customer support tool, the Basic edition may not have all the features you need to deliver the best customer experience.

The Premium 8 and Premium 25 editions both have HD video, multiple call-in options, and a complete set of sharing tools, in addition four times more storage space. The difference between the two Premium editions comes in the number of host licenses.

Features overview



Premium 8

Premium 25

  • Free
  • $24/mo.
  • $49/mo.
  • 3 people per meeting
  • 8 people per meeting
  • 25 people per meeting
  • 1 host license
  • 1 host license
  • Up to 9 host licenses
  • Standard-quality video
  • HD video
  • HD video
  • Audio: VoIP (internet)
  • Audio: VoIP (internet), toll call-in, call me/toll-free call-in (optional)
  • Audio: VoIP (internet), toll call-in, call me/toll-free call-in (optional)
  • Share: Desktop, whiteboard, documents
  • Share: Desktop, whiteboard, documents, applications, remote control
  • Share: Desktop, whiteboard, documents, applications, remote control
  • Support: User guides, help articles, FAQs, and live 24/7 support
  • Support: User guides, help articles, FAQs, and live 24/7 support
  • Support: User guides, help articles, FAQs, and live 24/7 support
  • Storage: 250 MB
  • Storage: 1 GB
  • Storage: 1 GB

Full WebEx Meetings feature list

For $99/mo., Cisco also offers the WebEx Support Center, which provides a more complete set of customer support tools. Features include inbound and outbound support requests, Web-based automated call distribution (ACD) routing and queue management, collection of system information, rebooting/reconnection, and CRM integration. If you’re simply looking for a remote desktop solution, WebEx Support Center is likely much more than you need, but it’s worth noting.

LogMeIn Rescue

As a tool for your customer support agents to quickly and easily support PCs, Macs, and smart phones in a secure manner, LogMeIn Rescue stands out as a robust and effective support tool. At $129/mo. or $1,188/yr. per user, LogMeIn Rescue may not be the best choice for smaller organizations, but its features and ease-of-use are noteworthy. Adding support for smart phones will cost an additional $768/yr.

Features overview

  • Unattended access
  • Multi-platform remote control
  • Smart phone support
  • Rescue desktop app
  • Web-based technician console
  • Remote diagnostics
  • Instant chat
  • Drag and drop file transfer
  • Reboot and reconnect
  • Mobile device configuration
  • Support session history
  • Technician screen sharing
  • Multi-session handling
  • Multi-monitor navigation
  • Log-in as administrator
  • Communication tools
  • Integrated content portal
  • Internal or external technician collaboration
  • Multiple connection methods
  • Session transfer
  • Alerts

LogMeIn Rescue full feature list


Available in three, multi-user editions, Mikogo offers annual billing options as well as one-time payments for lifetime plans. Each edition includes the full feature set with unlimited meetings with prices varying by number of participants allowed per session. For customer support, the Basic edition makes the most sense; however, you’re only allowed a single session at a time. Additional simultaneous sessions are available at a 50% discount.

  • Basic: $39/mo. billed annually, or $1,197 lifetime plan
  • Pro: $57/mo. billed annually, or $1,617 lifetime plan
  • Pro+: $72/mo. billed annually, or $2,007 lifetime plan

Features overview

  • Desktop sharing
  • Remote control
  • Language selection
  • Session scheduler
  • Multi-monitor support
  • Remote shortcuts
  • Firewall-friendly
  • Profile manager
  • Lock session
  • Custom logo branding
  • Picture quality control
  • URL push
  • 256-bit AES encryption
  • Application selection
  • Recording
  • Multi-user chat
  • Session passwords
  • HTML viewer

Mikogo full feature list

Instant Housecall

With Express and Professional Editions, Instant Housecall offers a good range of solutions for companies of varying sizes. Each edition comes with a full feature set, supports Mac and PC, and enables agents to work from anywhere. The Express edition supports three simultaneous sessions and co-branding, while Professional supports 10 simultaneous chat sessions and full company branding. Additionally, the Professional edition supports 200 unattended installations as well as pager and SMS notifications.

  • Express: $49/mo. billed every three months; $41/mo. billed every 12 months; or $899 lifetime with no recurring fees
  • Professional: $49/mo. billed every three months; $41/mo. billed every 12 months; or $899 lifetime with no recurring fees

Features overview

  • Easy deployment
  • Work from anywhere to anywhere
  • Start session direct from your web site, e-mail, or social media
  • Accept payment online
  • Leave calling card or force applet uninstall
  • Reports
  • Chat
  • Splash screen branding
  • Support portal
  • Session history and notes
  • End-of-session management
  • Save screenshot
  • Multiple specialist support
  • Screen recording


Instant Housecall full feature list


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