Remote support is a growing niche, with more companies and individuals facing the need for a reliable solution. While the general outline of a support application remains the same, the features can vary wildly, and the same applies to plans.
This time, we’ll be taking a look at HelpWire – a notable newcomer in the remote support market, with Windows and macOS support. Despite being a relatively recent release, it’s already attracting users by providing a full remote support kit at no cost. Even though the bulk of the features is already there, the app is still being actively developed, so we will also mention some potential future additions.
Easy For Both The Technician and The Customer
One of HelpWire’s primary advantages is the way the sessions are established – the support specialist only needs to provide the customer with a link, and they will get a temporary, dynamically generated client, appropriate for their OS.
Windows and Mac versions are cross-compatible, removing the need for workers to specialize in a single OS. Linux support is said to be coming up as well, which would make the application completely universal, at least on desktop computers.
But that’s not all – the basic conveniences are all there, allowing for a complete and convenient remote access session, and will generally help with the support workflow. File transfers are possible both ways and are easily initiated by dragging and dropping. Customers are stored in the app to make returning to a case easier, and in-app chat is available as well.
Multi-tasking technicians will also be pleased to discover that sessions can run in parallel, allowing them to preserve time and start consulting a different user while one is waiting for a process to complete.
Reduced Licensing Hassle
Most popular support solutions, like TeamViewer or AnyDesk, suffer from a certain problem – the boundaries between personal and commercial use are unclear, and so are the boundaries between plans.
Often, a person’s eligibility for free use is decided by an AI, and often falsely. Due to its new status, HelpWire is currently completely free, even to be used commercially, and hopefully, the basic features will remain free in the foreseeable future.
What Could Be Improved?
The necessity for support also extends to mobile devices – and this is an area that HelpWire hasn’t covered yet, with no confirmation as to whether it will be implemented in the future. Android and iOS phones, despite their simplicity, can still pose a challenge to a user when handling certain tasks, not to mention the benefit of the phone is a company asset.
However, this may not be feasible on iOS due to remote control restrictions.
Unattended access is another major function that can completely change the way that machines are managed in a company, or even by an individual. The ability to initiate sessions without any input on the client side is something we would love to see in HelpWire.
To sum up
HelpWire may be new, but it’s already great, and we recommend it as a go-to tech support app. Use it while it’s free, experiment, and find new ways to optimize customer service! Considering the quality of the product, it’s worth it to keep an eye out for any news, especially ones about new features.
