Webinar Recap: 5 Reasons to Terminate Your TeamViewer Relationship

Chuck Leddy.

Chuck Leddy

April 11, 2023

“Marie and I are not here to bash anyone’s existing [vendor] relationship,” says Armstrong. “Instead we seek to highlight the key differences between Rescue and TeamViewer that can add value to customers and help them work better.” 

In a recent webinar, Sam Armstrong, Rescue Senior Solutions Consultant, and Marie Ruzzo, Rescue’s Director of Product Marketing, discussed the results of research conducted by Zibis Group evaluating Rescue and TeamViewer for their ability to successfully address today’s most important remote support needs. Armstrong punctuated the research findings with his eight years of experience discussing and demonstrating Rescue with customers, comparing and contrasting it with other products in the market, including TeamViewer.

4 Relationship Factors That Matter Most

The report by Zibis Group, Rescue vs TeamViewer: Key Considerations and Differentiators When Evaluating a Remote Support Solution looks at four key categories that matter most for any remote support platform:

1. Agent productivity

Organizations need a tool that helps support agents work better, no matter where they work. Rescue has several essential capabilities built in like CRM integrations, robust reporting, and scripting that save time and improve performance.

2. End user ease of use.

Since today’s support pros are in different environments supporting different machines, ease of use is crucial. Rescue has multiple frictionless connection methods that allow organizations to choose what approach works best for their specific situations and environments.

3. Safeguards and security.

In today's hybrid work environment, it’s important to be able to block malicious actors who might try to gain access to your remote support tool through some kind of backdoor, loophole, or poor safeguards. Rescue gives admins the ability to have full control over who is connecting to whose computer and provides full control over how agents connect to end users.

4. Enterprise support.

Larger organizations have more complex needs and workflows, making the ability to manage permissions and licensing really valuable. Ensuring authentication to an organization’s remote support platform is so critical. Rescue enables single sign-on (SSO) as well as two-factor or multi-factor authentication (MFA). "TeamViewer, on the other hand, puts up paywalls around these important enterprise features and functions,” says Armstrong.

5 Reasons to Terminate Your TeamViewer Relationship

1. Business is getting riskier.

Cybercriminals have been aggressively targeting individuals and their devices, with the vast majority of data breaches involving a human element like phishing, stolen credentials, or human error. “A simple Google search can show many of the challenges that TeamViewer accounts have experienced over the last year in terms of cybercriminals finding vulnerabilities and stealing system passwords to gain access,” says Ruzzo. 

Armstrong believes that secure connections are Rescue’s “secret sauce.” The Zibis report finds that Rescue goes far beyond TeamViewer to ensure secure connections: even if a cybercriminal had access to stolen passwords, they’d still be blocked from using Rescue (unlike TeamViewer).

2. Getting nickel and dimed

Ruzzo offered another conclusion from the Zibis report: “When you look at these two products side by side,TeamViewer has additional and unforeseen costs you need to be aware of.” Transparency on pricing is a strength of Rescue.  

3. Feature limitations.

Rescue offers more features and fewer limits compared to TeamViewer. For example, Rescue includes unlimited unattended access with every license. TeamViewer limits this feature and charges you extra for more access. “It’s the same for SSO and multi-factor authentication,” says Armstrong, “TeamViewer limits you and puts up a paywall around many critically important features.”

4. Reliability

Reliability and uptime are often overlooked until disruption happens. As we shift to remote and hybrid work, reliability is critical to business success. The Zibis report shows that within a 15-month timeframe, TeamViewer experienced 19 episodes of unavailability and unplanned interruptions, which was more than double that of Rescue.

5. Customer Support.

Armstrong has heard from many customers “who have struggled with the learning curve to implement the [TeamViewer] software and received almost no support from TeamViewer.” Rescue prioritizes customer satisfaction and goes the extra mile to ensure you're getting value from the solution. “We have incredibly well thought out support teams with the correct tiers in place,” says Armstrong. “We’re available 24/7, and are easy to get in touch with when you need us.” 

Ruzzo sums up the case for change nicely:

“Rescue is a highly-secure solution compared to TeamViewer, with additional functionality built in to safeguard you from cyberthreats. We have 99.99% uptime and are more reliable than TeamViewer. We offer transparent pricing, so we don’t nickel and dime you with add ons. And we're all-in with you as a trusted partner, providing help whenever you need us.”

For more insights and comparisons, watch the full webinar, 5 Reasons to Terminate Your TeamViewer Relationship.

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