A good remote desktop software for your company must do much more than give you access to a machine, regardless of its location. It should also allow you to connect and provide technical support to your clients quickly and securely.
For this, we have Zoho Assist, a comprehensive solution that enables your company’s IT team to not only manage machines but also provide efficient and intuitive remote assistance to clients and employees.
If you are considering incorporating a remote assistance program in your company, Zoho Assist may be the software you are looking for. After conducting a thorough analysis of its features, reviews, and results, here is everything you need to know about this software.
What is Zoho Assist?
Developed by the multinational Zoho (previously AdventNet), Zoho Assist is a remote access tool capable of providing technical assistance and customer support to users around the world. Perfect for small and medium-sized enterprises (SMEs), Zoho Assist stands out as an efficient solution to address the issues of customers and employees safely and in real-time.
Unlike other similar tools, Zoho Assist is a cloud-based remote access software. This allows for secure connections to be established directly from the browser without the need for prior installation. However, this does not mean it is less secure. Zoho Assist features enterprise-level security, employing TLS 1.2 encryption and 256-bit AES.
Focused on privacy and with a wide compatibility across platforms, Zoho Assist is an excellent option for any company looking for software to provide assistance and support. But… is it the perfect tool for your business?
Why choose Zoho Assist?
Designed for both personal and business use, Zoho Assist allows you to access remotely, provide support, and manage teams from anywhere in the world. The software offers basic customization options, aimed at facilitating the work of IT departments. In addition, it provides scalable plans designed to meet the needs of any growing business.
After analyzing all its features and comparing them with those of its competitors, we have given Zoho Assist a rating of 8.6 out of 10. Among its main features, we highlight:
- Remote control: Zoho Assist allows secure and smooth access to remote devices without the need for downloads or prior installations.
- Unattended access: Zoho Assist can provide support and control devices without anyone being present at the location. This is especially useful for IT teams and administrators.
- Screen duplication: Allows for precise real-time assistance.
- Augmented reality (AR) assistance: With one click, it combines video streaming with augmented reality. This way, it is possible to overlay the assistance image on the user’s physical environment view.
- Cross-platform: Zoho Assist is compatible with the leading operating systems in the market (Windows, macOS, Linux) as well as mobile devices with Android or iOS.
- Integrations: Zoho Assist integrates with other tools in the Zoho ecosystem (Zoho Desk, Zoho CRM, etc.) as well as third-party applications (Slack, JIRA, Microsoft Teams, etc.)
The best of Zoho Assist
Among the most notable features of Zoho Assist is its remote access system, capable of assisting and controlling devices without the need for someone to be actively using them. In addition, it offers screen sharing, secure file transfer, and the ability to record all support sessions.
Beyond its basic functions, Zoho Assist also comes with a wide range of integrations that expand its usability. After a simple setup process, it is possible not only to include features from other programs developed by Zoho (Zoho Desk, Zoho CRM, Zoho Meeting, Zoho Sales IQ, etc.) but also from third-party applications like Slack, JIRA, or Microsoft Teams.
Undoubtedly, one of the most remarkable aspects of Zoho Assist is its ease of use. It is indeed a remote control software with a clear and intuitive interface, making it one of the favorites in the market. Thus, regardless of the user’s knowledge, it is very simple not only to receive assistance but also to provide it to clients and employees.
In addition, it boasts an excellent quality-price balance, with plans designed to meet the needs of your business. For those who are undecided, Zoho Assist also offers a 14-day free trial period. All of this without the need to provide a credit card number.
The worst of Zoho Assist
Despite being a good remote control application, Zoho Assist also falls short in some areas. For this reason, it is advisable that before choosing this software, you consider its main drawbacks.
One of the pillars upon which any remote assistance software stands is the smoothness in data transfer. Although Zoho performs well in most cases, it is true that in others it may experience some lag.
This is much more noticeable when connecting between computers on different platforms. This instability can pose a handicap for many companies, especially for those that need to provide a smooth technical assistance service.
Another weak point of Zoho is its customization features. Although they are useful for most users, they may be limited for IT teams in large companies. For them, alternatives like TeamViewer or AnyDesk are much more recommended.
It should also be added that, despite Zoho Assist priding itself on being a secure platform, its name has lost the trust of many users. This is because in the past, Zoho was widely used by scammers around the world. These individuals, posing as the company’s technical service, remotely accessed their victims’ devices and stole their credit card numbers.
Finally, another aspect of Zoho Assist that we dislike is its customer service. To this day, it only allows contact through an email form, and its responses usually take more than a day to arrive. In fact, many users complain that they don’t even receive a response at all.
Who do we recommend Zoho Assist for?
Now that you know Zoho Assist, it’s time to assess if it fits your business needs. After analyzing its main features, we recommend this software for:
- Small and medium-sized enterprises (SMEs) looking for powerful yet affordable remote access software.
- Technical support teams (Help Desks) that need a simple tool to provide assistance to their clients.
- IT support teams that require secure software to access other computers, both attended and unattended.
If your business doesn’t fit any of these options, don’t worry. There are excellent alternatives to Zoho Assist designed to meet the needs of larger businesses. Among the most notable, we find TeamViewer and AnyDesk.
Key Features: What is Zoho Assist for?
Designed for IT support and customer service departments, Zoho Assist stands out for its wide range of tools, affordable pricing, and ease of use. Among its key features, we highlight:
Remote Access
Like any good remote assistance software, Zoho Assist offers the ability to connect and control remote computers quickly and securely. This allows not only collaboration with different departments within the same company but also real-time technical assistance on a global scale.
Security
Zoho Assist provides a strong commitment to security. The software includes a broad range of security features designed to keep its users’ data safe. All its remote support tools feature TLS 1.2 and 256-bit AES encryption, ensuring that all shared data is end-to-end confidential.
Multifactor Authentication
Closely related to the previous point, it should be noted that Zoho Assist includes a multifactor authentication system. This adds an extra layer of security to all sessions, verifying user identities and preventing unauthorized access.
Granular Access Control
Lastly, it is interesting to mention that the platform utilizes granular access control (FGAC). This allows administrators to define and manage user permissions on the platform. This security approach is particularly useful for companies, as it enables businesses to control access to their resources in detail.
Unattended Access
Many remote desktop tools require someone to be present to access a remote device. That’s not the case with Zoho Assist. Thanks to its unattended access feature, IT teams can manage computers and mobile devices, even without a user present. For this, it is simply necessary to install a client that, in addition to notifying the user of the machine, allows technical support to access it remotely.
File Transfer
In addition to managing devices remotely, Zoho Assist allows secure file transfers between devices. This feature is especially interesting as it simplifies the assistance process. Thanks to it, it is possible to send documents, training manuals, and even updates that can solve technical issues with the equipment.
Live Chat
In addition to voice support, Zoho Assist includes a live chat feature that not only enhances but also simplifies the user experience. With it, it is possible to send a detailed, step-by-step explanation of the necessary steps to resolve any technical issues.
Session Recording
Zoho Assist includes a tool to record all technical assistance sessions conducted. These are useful for a company’s technical team to analyze user problems and recall the process that led to their resolution. Thus, it can be used as a reference for future problems, thereby accelerating their resolution.
Diagnostic Tools
Zoho Assist software includes diagnostic tools to create detailed reports of the computer being accessed. This enables technical support to diagnose connection issues and receive metrics from the user’s operating system in a matter of seconds.
Pros and Cons of Zoho Assist
Now that you are aware of the key features of Zoho Assist, let’s analyze its main strengths and weaknesses. These will be useful when considering the adoption of this remote access application in your business.
Advantages of Zoho Assist:
- Secure remote access: Zoho Assist makes use of TLS 1.2 encryption and 256-bit AES. For an extra layer of security, it is also possible to implement a two-factor authentication (2FA) system.
- Very quick implementation and configuration: It facilitates the adoption of the tool among the IT teams of a company.
- Support for multiple screens: Thanks to the use of multiple screens, the technical team can diagnose the source of a problem and provide assistance much more quickly and efficiently.
- Large number of integrations: In addition to its basic tools, Zoho Assist can integrate with the rest of the Zoho products as well as third-party programs such as Slack, JIRA, Microsoft Teams, or Google Contacts.
- Web-based platform: Being in the cloud, it is not necessary for the team receiving assistance to install any type of software.
- Very easy to use: The user interface of Zoho Assist is very clear and intuitive, with almost a zero learning curve.
- Multi-platform: Zoho Assist can provide support for major operating systems (Windows, macOS, and Linux) as well as mobile devices Android or iOS and Chromebooks through a browser extension.
- Price: It is a very affordable software that perfectly fits the budget of freelancers and SMEs.
Disadvantages of Zoho Assist:
- Basic customization options: Despite being a customizable platform, IT teams in large companies may need much more advanced customization features.
- Lag: Sometimes sessions experience lag, especially when connecting between devices on different platforms.
- File transfer failures: The file transfer function often fails. Additionally, there is a 2GB limit for transfers.
- Poor customer support: The customer support service of Zoho Assist is really basic and can only be done through an online form. To improve it, an extra fee is necessary.
Should my company adopt Zoho Assist?
Zoho Assist is a remote desktop software that provides a comprehensive solution for technical support and customer service. Some of the companies that have chosen to use their service include Ather, Scania, FedEx, Usha, and Hexaware. However, is it the remote access tool you need?
Among the main reasons why companies choose Zoho Assist is its exceptional balance between quality and price. Moreover, apart from its base functions, its platform allows for the integration of a large part of the Zoho suite of programs. In the long run, this makes it a much more economical option than its competitors.
It is also noteworthy for its ease of use. This tool has a truly simple and intuitive interface. This facilitates its use for both IT teams and clients receiving assistance through the platform.
That is why it is an ideal software for small and medium-sized enterprises that, due to their size, do not require advanced customization functions.
Why do some companies abandon Zoho Assist?
Not all reviews of Zoho Assist are positive. There are many companies that, after trying this software, have decided to cancel their subscription and switch to its competitors.
One of the main drawbacks of Zoho Assist is its limited customization. As we have mentioned, the software’s features cater to the needs of SMEs and small teams. However, large companies managing a high number of employees require more advanced customization features.
Another downside is the technical support of Zoho Assist. To receive help, we can only submit a form from the website, and in most cases, responses take more than 24 hours. If your business requires technical assistance via chat, phone, or email, you will need to pay extra.
It is also worth mentioning that connections between devices are unstable. It is common to experience the dreaded lag, especially when accessing devices with a different operating system from ours.
Lastly, we find distrust from some of its clients. Despite being a completely secure platform, the name Zoho Assist has become associated with online scams.
Plans and Prices: How much does Zoho Assist cost?
Zoho Assist offers various plans and prices designed to meet your business needs.
You can try each of them for free thanks to their 15-day trial period. This does not require entering any payment method or credit card, making it ideal if you are considering adding this software to your company.
Zoho Assist’s payment plans are divided into two main groups:
Remote Assistance Plans
- Standard: (12€/month, 120€/year) Includes the basic features of remote control and assistance, as well as file transfer, multi-monitor navigation, remote restart and reconnection, voice chat, simultaneous sessions, and integration with Zendesk. Can be used by only 1 technician.
- Professional: (18€/month, 180€/year) Includes the tools from the Standard plan as well as access to mobile devices, session scheduling, screen sharing, advanced reporting, and 4 simultaneous sessions. Can be used by only 1 technician.
- Enterprise: (28€/month, 288€/year). Includes all the benefits of the Professional plan as well as team creation, session recording, service queue, session audits, video chat, contact management, customer widgets, and up to 6 simultaneous sessions. Can only be used by 1 technician.
Unattended Access Plans
- Standard: (12€/month, 120€/year) Includes the basic features of remote control and assistance, as well as device grouping, group permissions, mass deployment, wake on LAN, file transfer, remote power options, multi-monitor navigation, custom reports, mobile applications for technicians, and voice chat. Can be used on 25 computers unattended per month with unlimited technicians.
- Professional: (18€/month, 180€/year) Includes the tools from the Standard plan as well as session recording, remote printing, annotation, diagnostic tools, brand redesign, mass deployment through distributors, custom domain assignment, advanced reporting, and use on mobile and IoT devices. Can be used on 25 computers unattended per month with unlimited technicians.
Does Zoho Assist have a free version?
Yes, Zoho Assist offers a completely free plan that provides the basic features of this remote access software. It has been designed for individuals and is very limited, making it unviable for a business, regardless of its size.
Implementation: How to adopt Zoho Assist in your company?
The process of adopting Zoho Assist is really simple and hardly takes time, as it can be added to your company’s workflow in just a few days. This makes it a good option for any business looking to quickly add a remote assistance team without incurring additional expenses.
At the business level, those responsible for managing Zoho Assist are the IT team or the technical support service of the business. The majority of SMEs have 2 to 10 employees using this software, although the number depends on the volume of assistance requests typically received.
Usability: Is Zoho Assist easy to use?
As we have already mentioned, Zoho Assist is a very intuitive software. Its learning curve is almost non-existent, as all its features are very easy to find. From its main page, it is possible to access its basic voice and video chat functions, as well as all the tools to provide remote support.
In this way, it is a perfect option for all companies that do not want to spend extra on training for their employees.
Security: Is Zoho Assist safe?
Yes, Zoho Assist is completely safe. It not only uses the TLS 1.2 encryption protocol and 256-bit AES but also includes the option to add a two-factor authentication system.
However, it is true that many users are skeptical about the security of this software. This is because in the past, Zoho Assist was widely used for spam operations. In these, cybercriminals posed as Zoho’s technical support to initiate a remote control session with the victim.
Once on their devices, a large number of credit cards were stolen, leading to significant monetary losses.
Customer Support: How to contact Zoho Assist?
All Zoho Assist accounts come with a customer support service through a web form. According to customer reviews, this service is very slow in resolving queries, and responses have a minimum delay of 24 hours. To receive technical assistance via phone, live chat, and email, it is necessary to pay for an extra add-on for businesses called Zoho Enterprise Support.
What alternatives are there to Zoho Assist?
After reading our analysis, you may have decided that Zoho Assist is not ideal for your business. If this is the case, don’t worry. There are excellent alternatives that will meet your business needs. Among them, we highlight TeamViewer, AnyDesk, and LogMeIn.
TeamViewer vs Zoho Assist
One of Zoho Assist’s main competitors is TeamViewer, a comprehensive remote desktop solution that allows access, control, and management of devices on the leading operating systems in the market. Among its main features we find:
- Remote access to devices.
- Remote wiping.
- Support for multiple monitors.
- Management of end-user devices.
- Device enrollment.
As you can see, TeamViewer has features very similar to Zoho Assist, although it also includes interesting new features, such as its remote wiping function and the ability to manage end-user devices.
Which is better? It depends on the size of your business. TeamViewer has a broader range of use than Zoho Assist, being perfect for remote support professions, IT teams, augmented reality support, web monitoring, and digitized work processes. That is why it is much more useful and cost-effective for large companies.
AnyDesk vs Zoho Assist
Another very good alternative to Zoho Assist is AnyDesk. This well-known remote access software allows users to connect to devices, as well as provide support and web presentations, regardless of their location.
Among its main features we highlight:
- Remote control
- File transfer
- Session recording
- Audio support
- Real-time chat
- Cross-platform
- High speed with low latency
Despite having very similar features, AnyDesk stands out for providing a much faster and lag-free service. This makes it a much more recommended alternative for any company that needs to provide a smoother customer service experience. However, it is also a significantly more expensive option.
LogMeIn vs Zoho Assist
Finally, we want to recommend LogMeIn. This software, previously known as LogMeInPro, has a wide range of remote support programs, such as LogMeIn Resolve, Rescue, Pro, and Central. Each of them has been designed to meet the remote assistance needs of each company.
- LogMeIn Resolve: Offers an all-in-one remote support platform designed for IT teams of small and medium-sized enterprises (SMEs), as well as managed service providers (MSPs).
- LogMeIn Rescue: A remote control and assistance solution designed for large companies. It stands out for its many advanced customization options, making it perfect for large IT teams.
- LogMeIn Pro: Software designed to provide secure and reliable remote control of devices. Ideal for businesspeople who travel and need to stay connected with their staff, as well as work securely regardless of their location.
- LogMeIn Central: Designed to maintain and secure a company’s IT infrastructure thanks to its remote management functions. Perfect for employees of a company to work smoothly from any location.
LogMeIn is, ultimately, a perfect platform for large companies whose IT teams need advanced features to ensure proper remote attention to customers and employees.
Conclusion
With a score of 8.6 out of 10, we can affirm that Zoho Assist is an excellent remote support tool. It includes all the basic features, not only to access and manage devices remotely but also to provide support to customers and employees within seconds.
Among the key features of Zoho Assist, we find great security for its remote access, its intuitive usability, as well as the possibility to access other devices even if they are unattended. In addition to that, the platform also allows file sharing and includes support via live chat, thus facilitating remote assistance processes.
However, all that glitters is not gold. Despite the good results of Zoho Assist, the platform falls short in terms of advanced customization options**.** Unstable connectivity and sometimes slow performance cause it to lose points compared to its competitors. Besides, its basic customer service is almost non-existent, requiring an extra payment to obtain a personalized one.
Do we recommend Zoho Assist? Yes, without a doubt. We are dealing with an ideal remote control software for small and medium-sized enterprises, customer service centers, and businesses already using the Zoho ecosystem.